To read this content please select one of the options below:

Consumer attitude toward using artificial intelligence (AI) devices in hospitality services

Kamrul Hasan Bhuiyan (School of Interdisciplinary Studies, University of Glasgow, Glasgow, UK)
Selim Ahmed (Department of Business Administration, World University of Bangladesh, Dhaka, Bangladesh) (Research Fellow, INTI International University, Nilai, Malaysia)
Israt Jahan (School of Social and Political Sciences, University of Glasgow, Glasgow, UK)

Journal of Hospitality and Tourism Insights

ISSN: 2514-9792

Article publication date: 16 February 2024

Issue publication date: 30 April 2024

554

Abstract

Purpose

The study investigates the consumer’s attitude to using artificial intelligence (AI) devices in hospitality service settings considering social influence, hedonic motivation, anthropomorphism, effort expectancy, performance expectancy and emotions.

Design/methodology/approach

This study employed a quantitative methodology to collect data from Bangladeshi consumers who utilized AI-enabled technologies in the hospitality sector. A total of 343 data were collected using a purposive sampling method. The SmartPLS 4.0 software was used to determine the constructs' internal consistency, reliability and validity. This study also applied the partial least squares structural equation modeling (PLS-SEM) to test the research model and hypotheses.

Findings

The finding shows that consumer attitude toward AI is influenced by social influence, hedonic motivation, anthropomorphism, performance and effort expectancy and emotions. Specifically, hedonic motivation, social influence and anthropomorphism affect performance and effort expectations, affecting consumer emotion. Moreover, emotions ultimately influenced the perceptions of hotel customers' willingness to use AI devices.

Practical implications

This study provides a practical understanding of issues when adopting more stringent AI-enabled devices in the hospitality sector. Managers, practitioners and decision-makers will get helpful information discussed in this article.

Originality/value

This study investigates the perceptions of guests' attitudes toward the use of AI devices in hospitality services. This study emphasizes the cultural context of the hospitality industry in Bangladesh, but its findings may be reflected in other areas and regions.

Keywords

Citation

Bhuiyan, K.H., Ahmed, S. and Jahan, I. (2024), "Consumer attitude toward using artificial intelligence (AI) devices in hospitality services", Journal of Hospitality and Tourism Insights, Vol. 7 No. 2, pp. 968-985. https://doi.org/10.1108/JHTI-08-2023-0551

Publisher

:

Emerald Publishing Limited

Copyright © 2024, Emerald Publishing Limited

Related articles