The advancement of technology following the Fourth Industrial Revolution and the surge in demand for untact services caused by COVID-19 will gradually expand the scope of service automation through artificial intelligence (AI) technologies. In practice, numerous hotels are adopting AI-based service technologies, but it is still in its early stage to provide guidelines for the overall service strategy for this technology. Therefore, this study conducted a study on the failure of AI based self-service technologies (SSTs), service recovery, and the psychological expectations of customers’ SST. An online survey was conducted on respondents who had experience using AI based SSTs, and a total of 370 responses were used for analysis. As a result of structural model analysis through AMOS, it was found that adequate service recovery and low expectations for SSTs were satisfied with SSTs and hotels as a result, even if service failures were experienced. These findings provide specific practical guidelines for many hotels promoting AI-based service automation.
Abstract. After comprehensively strengthening Party discipline, the quality requirement of Chinese grass-roots civil servants has enormously changed. The investigation shows that working environment has had a great impact on the personal quality of grass-roots civil servants. In addition, the research reveals that grass-roots civil servants have a demand for the reform of mass response and personnel system. At last, the paper proposes the corresponding suggestion to the above problems.
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