Index

Citation

(2019), "Index", Ivanov, S. and Webster, C. (Ed.) Robots, Artificial Intelligence, and Service Automation in Travel, Tourism and Hospitality, Emerald Publishing Limited, Leeds, pp. 271-274. https://doi.org/10.1108/978-1-78756-687-320191013

Publisher

:

Emerald Publishing Limited

Copyright © 2019 Emerald Publishing Limited

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INDEX

Artificial intelligence (AI)

, 8, 79, 106, 123, 158, 175, 185–186, 209, 224, 242

AI-enabled business applications

, 255

intelligent internal systems, relying on

, 234

Metis platform

, 173

for personalization and customization

, 231–233

platform

, 162

in restaurants

, 186

technologies

, 259

in TTH

, 15–19

Artificial Intelligence Markup Language

, 106

Artificial Narrow Intelligence

, 16, 18

Artificial Superintelligence

, 16, 18

Attitudes

, 81–82, 86–87, 94

Automation (see also Service automation (SA))

of hotel services

, 159–160

of tasks

, 48

Chatbots

, 8, 18, 42–43, 106, 163, 169–170, 187–188, 226, 262

adoption in tourism services

, 105

in airline industry

, 113

challenges

, 113–114

intelligence

, 107

knowledge base

, 106

literature in different contexts

, 108–110

theoretical background

, 114–117

in tourism and hospitality industry

, 107–112

Conceptual framework

, 22–29

of adoption

, 116

of tourism bot from input query to output reply

, 111

Cost-benefit analysis

, 40

financial and non-financial benefits of RAISA adoption

, 42–44

financial and non-financial costs of RAISA adoption

, 45–47

of investing in RAISA technologies

, 42

Economic fundamentals of RAISA

, 40–42

adoption of RAISA technologies

, 51–53

cost-benefit analysis of investing in RAISA technologies

, 42–47

human employees and RAISA technologies

, 47–51

Event(s)

AI-enabled business applications

, 255

context of events

, 257–258

event experience

, 263–264

face-recognition technology

, 262

management software

, 259

marketing

, 261

operations

, 262–263

RAISA and event literature

, 256–257

RAISA applicability to events

, 259

safety

, 260–261

security

, 259–260

staging

, 261–262

technology tools

, 262

venue

, 263

venue security

, 259

Hospitality

, 7, 123, 157, 264

businesses

, 127

customers

, 66

firms

, 126

impacts of RAISA on service quality in

, 125

influence of RAISA on service quality and experience

, 124–128

RAISA and service quality

, 128–129

services

, 123

Hospitality robots

in airports and hotels

, 136–137

limitations

, 138

in museums

, 137

tele-operated

, 137–138

Hotels

, 123

DNA content platform

, 162

guest experience, guest cycle, and RAISA

, 158–161

hospitality robots in

, 136–137

pedagogical implications

, 174

practical implications

, 174

RAISA application during guest cycle

, 161–173

RAISA in

, 157–158

research implications

, 174–175

Museum(s)

, 239–240

chronological framework of Museums’ orientations

, 241–242

drones

, 240–241

of Holography

, 248

hospitality robots in

, 137

as labs of future culture

, 248–249

marketing

, 241–242

RAISA approach to preservation management

, 246–247

RAISA in service design

, 242–245

superstars

, 239

Perceptions

, 70

user perceptions of trust

, 67

Restaurants

, 123

Restaurants, RAISA in (see also Automated restaurant systems)

AI

, 185–186

automated food delivery

, 209

automated restaurant systems

, 206–209

Bear Robotics

, 200

biometric identification

, 191–194

Chatbots

, 187–188

front of house restaurant robots

, 199–200

industry insights

, 200

Penny Robot

, 200–203

Robot Waiters

, 204

Robotic Bars

, 205–206

Robotic Cashiers at QSR

, 204

robots at back of house

, 196–198

robots in

, 194–196

service automation

, 206

voice-activated technologies

, 188–191

Robot(ics)

, 79, 93, 124, 127, 136, 158, 170–172, 185, 209, 240, 246

anthropomorphism

, 94–95

Anxiety Scale

, 83, 95

at back of house

, 196–198

Bars

, 205–206

Cashiers at QSR

, 204

costs for adapting premises to facilitating mobility

, 45

guides

, 242

in hospitality

, 175

Host from Tanuki Restaurant

, 198–199

kitchen assistants

, 196

kitchen technology

, 197

Lawnmower

, 21

manipulators

, 150

Penny

, 200–203

in restaurants

, 194–196

Runners

, 199

technologies

, 185, 224

in TTH

, 19–22

Waiters

, 204

Robots, artificial intelligence, and service automation (RAISA)

, 1–3, 7, 39, 123, 128–129, 157, 185, 221, 241, 256

advances in

, 8

applicability to events

, 259–264

approach to preservation management

, 246–247

in back office operations of TAs

, 229

conceptual framework

, 22–29

and event literature

, 256–257

in front office operations of TAs

, 224–229

future development in TA operations

, 231–234

guest experience, guest cycle, and

, 158–161

impacts

, 25–27

influence of RAISA on service quality and experience

, 124–128

in service design

, 242–245

technologies and TA

, 223–224

in TICs

, 230

in TTH

, 10–22

Self-service technologies (SSTs)

, 10, 57, 124, 158, 164, 167

adoption and usage by customers

, 64–68

benefits and drawbacks from SST implementation

, 60–64

check-in kiosks

, 10–11, 15, 43

conceptual framework of customer SST adoption

, 64

definition and classifications

, 57–60

examples

, 61

information kiosk

, 230

user roles and perceptions

, 70

value co-creation and customer roles in

, 68–71

drawbacks for

, 62–63

Service quality

, 126, 128–129

benefits and drawbacks for service providers

, 62–63

impacts of RAISA on

, 124–128

Service robots

, 158

attitudes toward

, 94–95

Technological/technology

, 206

adoption

, 82, 114, 262

affordances

, 95–96

complexity of RAISA solutions

, 52

consumption research

, 94

ideology

, 96–98

innovations

, 79, 240–241

interfaces

, 58

pause

, 66

penetration

, 221

sensemaking

, 95–96

solutions

, 240

Tourism

, 7, 221, 264

attractions sector

, 59

distribution

, 224

ecosystem

, 114

and hospitality industry, chatbots in

, 107–112

industry

, 114

supply chain

, 222

Tourist information centers (TIC)

, 2–3, 221

RAISA technologies in

, 230

Travel, tourism, and hospitality (TTH)

, 7, 39, 57, 79

artificial intelligence in

, 15–19

economic framework of RAISA adoption in

, 41

industries

, 9

managers

, 40

RAISA in

, 9–10

robots in

, 19–22

sample monetary and non-monetary variables

, 50

service automation in

, 10–15

Travel agencies (TA)

, 221

AI for personalization and customization

, 231–233

current technologies application

, 225

future development of RAISA in TA operations

, 231

integrated smart eco-system

, 233–234

intelligent internal systems, relying on business analytics and AI

, 234

operations

, 222–223

RAISA technologies and

, 221–230