Robots, Artificial Intelligence and Service Automation in Travel, Tourism and Hospitality

Factors affecting value co-creation through artificial intelligence in tourism: a general literature review

“…Accordingly, AI and automation have attracted recent academic interest among hospitality and tourism scholars (Samala et al. , 2020; Ruel and Njoku, 2021; Haynes, 2020; Parvez, 2021; Fusté-Forné and Ivanov, 2021; Seyitoğlu and Ivanov, 2020; Yallop and Seraphin, 2020). Existing studies attempt to accentuate the need for firms to incorporate emerging technologies such as AI and automation for enhancing value co-creation (VCC) activities (Grönroos, 2008; Lusch et al.…”

“…In response to technological advancements, more hospitality firms are giving strategic priority to offering unique services with the power of technology (Walls et al, 2011). Accordingly, AI and automation have attracted recent academic interest among hospitality and tourism scholars (Samala et al, 2020;Ruel and Njoku, 2021;Haynes, 2020;Parvez, 2021; Fust e-Forn e and Seyito glu and Ivanov, 2020;Yallop and Seraphin, 2020). Existing studies attempt to accentuate the need for firms to incorporate emerging technologies such as AI and automation for enhancing value co-creation (VCC) activities (Gr€ onroos, 2008;Lusch et al, 2007).…”

The Relationship Between Service Automation, Service Quality and Hotel Brand Image in Egypt's Hotel Chains: Guests' Perspective

“…As a result of robotics, artificial intelligence, and service automation (RAISA), the hospitality industry is seeking new technologies that will allow them to offer their guests extraordinary services (Lukanova & Ilieva, 2019 ;. As part of RAISA's innovative approach, the travel, tourism, and hospitality industries were introduced to innovative ways of improving procedures, escalation efficiency, and ensuring quality levels were maintained at a constant level (Haynes, 2020). Machines with automated functions have been widely used in the manufacturing industry; however, recently, these technologies have been adopted by the hospitality industry to redesign the level of service, Additionally, "automated robots in the service is the foundation of self-service technologies through which part of the process of producing and delivering the service is transferred to the customer, Self-service technologies can be defined as a service delivery method, which allows the customer to become a producer / co-producer of the service without the need for mediation of service staff" (Lukanova & Ilieva, 2019 , p.3).…”

Does Service Automation Affect Service Quality and Hotel Brand Image in Hotel Chains in Egypt: Managers' Point of View?

“…Robotics, artificial intelligence, and service automation (RAISA) are influencing the hospitality industry and allowing them to offer their guests extraordinary (Lukanova & Ilieva, 2019 ;. A major part of RAISA's innovative approach is introducing innovative ways of improving procedures, escalation efficiency, and ensuring quality levels are maintained at a constant level--which is an integral part of RAISA's innovative approach (Haynes, 2020). The manufacturing industry has long used machines with automated functions, however recently, the hospitality industry has adopted these technologies to redesign service levels.…”