面向智慧的下一个篇章：用物联网（AIoT）设计更智能的酒店客户体验

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2025-03-19 DOI:10.1016/j.ijhm.2025.104163

Hsuan Hsu

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引用次数: 0

摘要

物联网人工智能（AIoT）是一个在以前的研究中很少被探索的概念，它可以有效地、精确地利用基于机器学习的人工智能（AI）来提供个性化的、关系型的客户体验。本研究通过混合方法探讨了AIoT在提高智能酒店客户体验智能方面的作用。调查方法包括对来自学术界、工业界和政府的专家进行深度访谈，以及对智能酒店的客人评论进行分析。此外，采用模糊德尔菲法、DEMATEL法和DANP法进行专家调查，共涉及66名专家。这些努力详细介绍了aiiot的综合技术特征，并形成了一个由aiiot驱动的智能酒店客户体验模型，该模型包括六个维度和21个标准，突出了它们之间的相互关系和相对权重。这项研究弥补了显著的差距，为寻求建立更智能的体验和加深对AIoT的理解的酒店从业人员提供了学术见解和实践指导。

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Facing the next chapter of smartness: Designing smarter hospitality customer experience with artificial intelligence of things (AIoT)

The Artificial Intelligence of Things (AIoT)—a concept rarely explored in previous research—can effectively and precisely employ machine learning-based artificial intelligence (AI) to deliver not only personalized but also relational customer experience. This study investigated the role of AIoT in enhancing the intelligence of smart hospitality customer experience through a mixed-methods approach. The methodology encompassed in-depth interviews with experts from academia, industry, and government, as well as an analysis of guest reviews from smart hotels. Additionally, expert surveys employing fuzzy Delphi, DEMATEL, and DANP techniques were conducted, involving 66 experts in total. These efforts detailed the comprehensive technological characteristics of AIoT and resulted in an AIoT-driven smart hospitality customer experience model comprising six dimensions and 21 criteria, highlighting their interrelationships and relative weights. This research addresses notable gaps and offers both academic insights and practical guidance for hospitality practitioners seeking to build smarter experiences and deepen their understanding of AIoT.

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.