A systematic review of AI technology-based service encounters: Implications for hospitality and tourism operations
The hospitality and tourism industry faces serious challenges during public health
emergencies such as COVID-19. Managers are concerned not only about how to maintain …
emergencies such as COVID-19. Managers are concerned not only about how to maintain …
Older consumers, digital marketing, and public policy: A review and research agenda
D Nunan, ML Di Domenico - Journal of Public Policy & …, 2019 - journals.sagepub.com
Addressing the challenges created by rapidly aging populations is a topic of intense interest
for marketers, policy makers, and researchers. However, relatively little research has been …
for marketers, policy makers, and researchers. However, relatively little research has been …
[HTML][HTML] Chatbots or me? Consumers' switching between human agents and conversational agents
CY Li, JT Zhang - Journal of Retailing and Consumer Services, 2023 - Elsevier
With the application of artificial intelligence (AI) technology in organizational frontlines,
customers' service experiences have begun to shift from interactions with service personnel …
customers' service experiences have begun to shift from interactions with service personnel …
AI-based self-service technology in public service delivery: User experience and influencing factors
Public sectors are utilizing AI-based self-service technology (SST) at an accelerating rate,
given its potential for improving work efficiency and user experience, reducing service costs …
given its potential for improving work efficiency and user experience, reducing service costs …
Robots, artificial intelligence, and service automation in hotels
G Lukanova, G Ilieva - … artificial intelligence, and service automation in …, 2019 - emerald.com
Purpose: This paper presents a review of the current state and potential capabilities for
application of robots, artificial intelligence and automated services (RAISA) in hotel …
application of robots, artificial intelligence and automated services (RAISA) in hotel …
Travelers' behavioral intention toward hotel self-service kiosks usage
M Kim, H Qu - International Journal of Contemporary Hospitality …, 2014 - emerald.com
Travelers' behavioral intention toward hotel self-service kiosks usage | Emerald Insight Books
and journals Case studies Expert Briefings Open Access Publish with us Advanced search …
and journals Case studies Expert Briefings Open Access Publish with us Advanced search …
Self-service technology research: A bibliometric co-citation visualization analysis
As a value co-creation tool, there is growing adoption of self-service technology (SST) in
hospitality. However, SST has received limited hospitality research attention. As a guide for …
hospitality. However, SST has received limited hospitality research attention. As a guide for …
Are you a tech-savvy person? Exploring factors influencing customers using self-service technology
X Guan, L Xie, WG Shen, TC Huan - Technology in Society, 2021 - Elsevier
The main purpose of this research is to study the relationship between servicescape and the
intention to use self-service technology (SST) using core service and employee service as …
intention to use self-service technology (SST) using core service and employee service as …
How self-service technology experience evaluation affects waiting time and customer satisfaction? A moderated mediation model
The effects of increasingly ubiquitous self-service technologies (SSTs) on customer
satisfaction are ambivalent and poorly understood. In the retail sector, such technologies …
satisfaction are ambivalent and poorly understood. In the retail sector, such technologies …
Transformative service research and service design: synergistic effects in healthcare
This conceptual paper answers the question: How do we design service experiences in
whole to increase the well-being of all participants in the healthcare system–patients …
whole to increase the well-being of all participants in the healthcare system–patients …