The Impacts of Robots and Artificial Intelligence on Service Quality in the Hotel Industry

Marković, Suzana; Jankovic, S.; Zubović, Vedran

doi:10.31410/balkans.jetss.2020.3.2.163-170

Cited by 5 publications

(4 citation statements)

References 35 publications

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“…Tangibility refers to physical facilities, equipment, and appearance of robots in r-services cf. [55], as one of the most common factors of r-service quality [66]. In the reviewed studies, tangibility is a significant dimension that determines overall service quality [13], [36], service expectations [59], and willingness [27] and intention to use robots [5], [11], [37].…”

Section: R-service Quality Constructsmentioning

confidence: 99%

“…Concerning qualitative research, online [23] and offline interviews have mainly been the latter of which includes open-ended interviews [27], semi-structured interviews [5], [24], and focus-group interviews [31]. A few studies also use literature analysis [51], [66] to identify factors impacting r-service quality. Regarding quantitative studies, online surveys are the most widely used by researchers.…”

Section: Survey Administrationmentioning

confidence: 99%

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Instrument Development for R-Service Quality: A Literature Review

Lin¹

2022

Proceedings of the Annual Hawaii International Conference on System Sciences

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Motivated by a paucity of knowledge on the measurement of robotic service (r-service) quality, the current study strives to review the existing literature on rservice quality, with a focus on the potential methodological issues of developing measurement instruments and identifying the dimensionality of r-service quality. With a content analysis of 55 articles, this study identifies several methodological limitations of existing studies in developing measurement scales of r-service quality. This review reveals that dimensions of r-service quality are prone to be contingent on specific contexts of service industry and service type. Several common dimensions regarding evaluating r-service are identified, including tangibility, responsiveness, reliability, empathy, assurance, ease of use/usability, usefulness, anthropomorphism, perceived intelligence, and social presence. This study is the first systematic literature review on r-service quality dimensionality.

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Section: R-service Quality Constructsmentioning

confidence: 99%

Section: Survey Administrationmentioning

confidence: 99%

Instrument Development for R-Service Quality: A Literature Review

Lin¹

2022

Proceedings of the Annual Hawaii International Conference on System Sciences

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“…It has also become a tool for generating revenue, with the robot charging a fee for delivering items, such as coffee from the lobby cafe that would not have been able for delivered before. Yang et al ( 2020), Jiang and Wen (2020), Marković et al (2020) found that during the pandemic, some hotels use Artificial Intelligence (AI) technology to improve their service quality.…”

Section: Technological Innovation In the Accommodation Sectormentioning

confidence: 99%

Innovations in the Accommodation Sector in Kenya, During the Covid-19 Era

Francis¹

2022

IJSSR

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The purpose of the research was to investigate the effects of creativity and innovation as a survival strategy in the accommodation sector in Kenya during the covid-19 era. The specific objective of the study was to document services innovations products innovations and technological innovations applied and their effects on the performance of selected accommodations in Kenya. The research adopted both exploratory and descriptive designs. This research samples hotels in Nairobi, the Kenyan coastal and Naivasha regions. The target population was accommodation facilities which are rated between 3 and 5 stars rated. The study collected both qualitative and quantitative data. Quantitative data was collected using researcher administered questionnaire while qualitative data was collected through interviews, observation, and group discussions. The cluster sampling method was used. The first cluster represented accommodation located at the Kenyan coast, the second cluster those from the Nairobi region, and the third cluster those in the Naivasha region. A total of 402 respondents participated in the study. About 61% (249) of those who participated in the study were married as compared to 31 % who were single. The majority (64%) of these respondents were aged between 25 years and 30 years with a minority of 6% being above 46 years. The study found that most establishments invested in service, product, and technological innovations in their operation in the front office, guest rooms’ dining rooms and restaurants Gym and wellness centers, and conference facilities. These innovations and creativity are among the reasons most of these accommodations managed to reopen and survive the pandemic period. The findings indicated that the majority of accommodations (68%) had fixed a transparent glass at the reception and the front desk which minimized contact between them and the front office personnel. The study noted that 51% of respondents introduced an express check-in/out process while a majority (68%) introduced contactless payments for all services rendered in their facility. The finding showed that 54% of respondents did not introduce digital menus as compared to 46% who had it. Only 20% of the respondents said they use UV light for disinfection although they do not use robots. A minority (35%) said they use chat-bots as compared to 65% who said they have not invested in this technology. About 76% of the respondents said they have invested in teleconferencing equipment and infrastructure. All establishments said that they have embarked on extensive marketing and customer recovery strategies as they adapt to living with the virus. The study concludes that the above innovations and creativity should continue so that the accommodation industry will survive. This will call for high investment and change of business model to cope with changing consumer behavior. Further study is recommended to determine the best suitable business models to survive the pandemic as it keeps mutating.

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“…Hotels in tourist areas need to adapt to changing market conditions, upgrade their facilities, and diversify their offerings to remain competitive and attract visitors. The Experience Economy Theory posits that in an increasingly commoditized world, businesses can differentiate themselves by creating memorable experiences for customers (Alananzeh, 2022;Marković et al, 2020). This theory is highly relevant to hotels and tourism, as travelers seek unique and immersive experiences.…”

mentioning

confidence: 99%

Digital Marketing Communication Sustainable Hotel Practice of Accor Group in Social Media

Susilo

Santos

2023

IJEBAS

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Digital content becomes a big technical part in marketing work; it uses internet and Instagram media to publish their work and convey their message to the audience with involving their campaign on the progress. As Sustainability Development becomes trend for corporate responsibility, its law nature allowed it to become a trend. Therefore, in order to be successful, Accor Group also takes part in sustainability development, an important corporate responsibility yet at the same time maintaining their business. As a result, what Author gets from the analysis is that how their company profile and what they practiced in digital content synchronized each other, means that they did their duty properly.

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The Impacts of Robots and Artificial Intelligence on Service Quality in the Hotel Industry

Cited by 5 publications

References 35 publications

Instrument Development for R-Service Quality: A Literature Review

Instrument Development for R-Service Quality: A Literature Review

Innovations in the Accommodation Sector in Kenya, During the Covid-19 Era

Digital Marketing Communication Sustainable Hotel Practice of Accor Group in Social Media

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