缩小差距：在人工智能革命中推进酒店和旅游业的服务管理

IF 7.8 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

Journal of Hospitality and Tourism Management Pub Date : 2025-02-04 DOI:10.1016/j.jhtm.2025.01.017

Anna S. Mattila , Laurie Wu , Peihao Wang

{"title":"缩小差距：在人工智能革命中推进酒店和旅游业的服务管理","authors":"Anna S. Mattila , Laurie Wu , Peihao Wang","doi":"10.1016/j.jhtm.2025.01.017","DOIUrl":null,"url":null,"abstract":"<div><div>The Gaps Model of service quality has long been the keystone of the service management literature. This classic theoretical model offers valuable guidance for understanding the opportunities and challenges posed by the increasing adoption of artificial intelligence (AI) in service management. Drawing on recent research and practical insights, this research examines the impact of AI on each one of the service quality gaps identified in the Gaps Model. In addition, we discuss the dual potential of AI to either bridge or widen these gaps, cautioning for digitally responsible implementations of AI. Towards the end of the paper, we discuss future research directions to advance service management with AI integrations in the hospitality and tourism industry.</div></div>","PeriodicalId":51445,"journal":{"name":"Journal of Hospitality and Tourism Management","volume":"62 ","pages":"Pages 237-245"},"PeriodicalIF":7.8000,"publicationDate":"2025-02-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Closing the Gap: Advancing service management in the hospitality and tourism industry amidst the AI revolution\",\"authors\":\"Anna S. Mattila , Laurie Wu , Peihao Wang\",\"doi\":\"10.1016/j.jhtm.2025.01.017\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<div><div>The Gaps Model of service quality has long been the keystone of the service management literature. This classic theoretical model offers valuable guidance for understanding the opportunities and challenges posed by the increasing adoption of artificial intelligence (AI) in service management. Drawing on recent research and practical insights, this research examines the impact of AI on each one of the service quality gaps identified in the Gaps Model. In addition, we discuss the dual potential of AI to either bridge or widen these gaps, cautioning for digitally responsible implementations of AI. Towards the end of the paper, we discuss future research directions to advance service management with AI integrations in the hospitality and tourism industry.</div></div>\",\"PeriodicalId\":51445,\"journal\":{\"name\":\"Journal of Hospitality and Tourism Management\",\"volume\":\"62 \",\"pages\":\"Pages 237-245\"},\"PeriodicalIF\":7.8000,\"publicationDate\":\"2025-02-04\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Hospitality and Tourism Management\",\"FirstCategoryId\":\"91\",\"ListUrlMain\":\"https://www.sciencedirect.com/science/article/pii/S1447677025000178\",\"RegionNum\":1,\"RegionCategory\":\"管理学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q1\",\"JCRName\":\"HOSPITALITY, LEISURE, SPORT & TOURISM\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Hospitality and Tourism Management","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S1447677025000178","RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}

引用次数: 0

摘要

服务质量的差距模型一直是服务管理文献的基石。这个经典的理论模型为理解人工智能（AI）在服务管理中日益普及所带来的机遇和挑战提供了有价值的指导。根据最近的研究和实践见解，本研究考察了人工智能对差距模型中确定的每一个服务质量差距的影响。此外，我们还讨论了人工智能弥合或扩大这些差距的双重潜力，并对人工智能的数字负责任实施提出了警告。在论文的最后，我们讨论了未来的研究方向，以推进服务管理与人工智能集成在酒店和旅游业。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

查看原文本刊更多论文

Closing the Gap: Advancing service management in the hospitality and tourism industry amidst the AI revolution

The Gaps Model of service quality has long been the keystone of the service management literature. This classic theoretical model offers valuable guidance for understanding the opportunities and challenges posed by the increasing adoption of artificial intelligence (AI) in service management. Drawing on recent research and practical insights, this research examines the impact of AI on each one of the service quality gaps identified in the Gaps Model. In addition, we discuss the dual potential of AI to either bridge or widen these gaps, cautioning for digitally responsible implementations of AI. Towards the end of the paper, we discuss future research directions to advance service management with AI integrations in the hospitality and tourism industry.

求助全文

通过发布文献求助，成功后即可免费获取论文全文。去求助

来源期刊

Journal of Hospitality and Tourism Management Multiple-

CiteScore

13.30

自引率

8.40%

发文量

177

审稿时长

45 days

期刊介绍： Journal Name: Journal of Hospitality and Tourism Management Affiliation: Official journal of CAUTHE (Council for Australasian Tourism and Hospitality Education Inc.) Scope: Broad range of topics including: Tourism and travel management Leisure and recreation studies Emerging field of event management Content: Contains both theoretical and applied research papers Encourages submission of results of collaborative research between academia and industry.