Artificial intelligence in tourism and hospitality: Bibliometric analysis and research agenda
Artificial intelligence (AI) has received a great deal of attention in tourism and hospitality
(T&H) literature and practices. The authors of this study propose a bibliometric approach …
(T&H) literature and practices. The authors of this study propose a bibliometric approach …
Role of artificial intelligence and robotics to foster the touchless travel during a pandemic: a review and research agenda
Purpose The hospitality industry experienced an unanticipated challenge from the COVID-
19 pandemic. However, research in this area is scarce. Accordingly, this study aims to unfold …
19 pandemic. However, research in this area is scarce. Accordingly, this study aims to unfold …
Determinants and consequences of trust in AI-based customer service chatbots: 基于人工智能的客户服务聊天机器人信任的决定因素和后果
摘要根据行业报告， 基于人工智能的聊天机器人可以改变在线客户服务。 尽管企业越来越多地
实施聊天机器人来自动化客户服务， 但消费者信任和接受度的缺乏继续引起担忧 …
实施聊天机器人来自动化客户服务， 但消费者信任和接受度的缺乏继续引起担忧 …
Intention to use analytical artificial intelligence (AI) in services–the effect of technology readiness and awareness
Purpose The automation of services is rapidly growing, led by sectors such as banking and
financial investment. The growing number of investments managed by artificial intelligence …
financial investment. The growing number of investments managed by artificial intelligence …
Artificial intelligence service recovery: The role of empathic response in hospitality customers' continuous usage intention
X Lv, Y Yang, D Qin, X Cao, H Xu - Computers in Human Behavior, 2022 - Elsevier
Artificial intelligence (AI) service failures are inevitable in hospitality companies; thus, how AI
service recovery retains customers is an issue that cannot be ignored. This article focuses …
service recovery retains customers is an issue that cannot be ignored. This article focuses …
Examining the effects of robots' physical appearance, warmth, and competence in frontline services: The Humanness‐Value‐Loyalty model
Because of continuous improvements in their underlying technologies, customers perceive
frontline robots as social actors with a high level of humanness, both in appearance and …
frontline robots as social actors with a high level of humanness, both in appearance and …
Service robots, agency and embarrassing service encounters
Purpose Extant research mainly focused on potentially negative customer responses to
service robots. In contrast, this study is one of the first to explore a service context where …
service robots. In contrast, this study is one of the first to explore a service context where …
Metaverse for service industries: Future applications, opportunities, challenges and research directions
Although the metaverse is still in the early stages of development and implementation, it has
the potential to revolutionize the way how businesses can interact with customers through …
the potential to revolutionize the way how businesses can interact with customers through …
Trust me, I'm a bot–repercussions of chatbot disclosure in different service frontline settings
N Mozafari, WH Weiger… - Journal of Service …, 2021 - emerald.com
Purpose Chatbots are increasingly prevalent in the service frontline. Due to advancements
in artificial intelligence, chatbots are often indistinguishable from humans. Regarding the …
in artificial intelligence, chatbots are often indistinguishable from humans. Regarding the …
[HTML][HTML] Rise of the machines: Delegating decisions to autonomous AI
C Candrian, A Scherer - Computers in Human Behavior, 2022 - Elsevier
Delegation is an important part of organizational success and can be used to overcome
personal shortcomings and draw upon the expertise and abilities of others. However …
personal shortcomings and draw upon the expertise and abilities of others. However …