Search results

1 – 10 of 11
Open Access
Article
Publication date: 17 May 2022

Hasan Evrim Arici, Mehmet Ali Köseoglu and Levent Altinay

This study aims to explore past and present service research and to provide a future research agenda for service researchers by presenting a big picture of the intellectual…

1795

Abstract

Purpose

This study aims to explore past and present service research and to provide a future research agenda for service researchers by presenting a big picture of the intellectual connections and emerging topics in the discipline.

Design/methodology/approach

This study is an empirical analysis of citations and cocitations on a sample of 5,837 articles published in leading service journals (from 1981 to December 2020). Network analysis was adopted to analyze the data. This study is exclusive in conducting the inquiry at the individual publication level, rather than using the normal aggregated author co-citation analysis approach.

Findings

The findings reveal that the main themes of service research centered on customer satisfaction, service quality, service-dominant logic, methodological foundations, market orientation and service encounter. Also clarified is the periphery domain that may become more important in the future (i.e. technology). The findings also present anchor points for conceptual framing and conceptual development – five main themes that are momentous to navigate theory discovery and justification in the knowledge domain.

Research limitations/implications

It calls for a more academic effort to evaluate the service research by considering different epistemological paradigms, such as positivism, monologic and hermeneutic, to better understand the process and progress of the discipline.

Practical implications

Through exploring the transformation of service research into a customer-centric model and technology-based service logic, this study offers possible implications for practitioners and further research areas for service researchers.

Originality/value

To the best of the authors’ knowledge, this study is the first to use a citation, cocitation and network analysis to examine service research published in leading service journals. This study provides a significant contribution to the theory by combining main conceptual areas and interests in the given discipline.

Propósito

Este estudio explora la investigación de servicios pasada y presente y proporciona una agenda de investigación, presentando un panorama general de las conexiones intelectuales y los temas emergentes en la disciplina.

Metodología

Este estudio es un análisis empírico de las citas y co-citas sobre una muestra de 5.837 artículos publicados en las principales revistas de servicios (1981–2020). Se utilizó el análisis de redes para examinar los datos. Este trabajo es único en la realización de la investigación a nivel de publicación individual, en lugar de utilizar el enfoque habitual de análisis de co-citación de autores agregados.

Conclusiones

Los resultados revelan que los temas principales de la investigación sobre servicios se centran en la satisfacción del cliente, la calidad del servicio, la lógica del servicio dominante, los fundamentos metodológicos, la orientación al mercado y el encuentro de servicios. También se clarifica un ámbito periférico que puede adquirir mayor importancia en el futuro (la tecnología). Los resultados también presentan puntos de anclaje para el encuadre y el desarrollo conceptual de diversos temas importantes.

Originalidad

Este estudio es el primero que utiliza un análisis de citas, co-citas y redes para analizar la investigación en servicios publicada en las principales revistas de servicios. Proporciona una importante contribución a la teoría al combinar las principales áreas conceptuales y los intereses de la disciplina.

Implicaciones prácticas

Mediante la exploración de la transformación de la investigación en servicios en un modelo centrado en el cliente y en la lógica de los servicios basados en la tecnología, este estudio ofrece posibles implicaciones para los profesionales y nuevas áreas de investigación para los investigadores.

Implicaciones

Se reclama un mayor esfuerzo académico para evaluar la investigación de servicios considerando diferentes paradigmas epistemológicos, como el positivismo, el monologismo y la hermenéutica, para comprender mejor el proceso y el progreso de la disciplina.

目的

本研究旨在探索过去和现在的服务研究, 并通过展示该学科的知识联系和新兴主题的全局, 为服务研究领域的学者提供未来的研究议程。

设计/方法/途径

本文是基于1981年到2020年12月期间发表在五个领先服务类期刊上的5,837篇文章进行引用和共同引用的实证分析, 并采用网络分析法对数据进行分析和分类。这项研究的独到之处在于在单个出版物层面上进行调查, 而不是采用正常的汇总作者共被引分析方法。

研究结果

我们的调查结果显示, 服务研究的主题主要集中在顾客满意度、服务质量、服务主导逻辑、方法论基础、市场导向和服务遭遇。同时, 还阐明了未来可能变得更加重要的外围领域(即技术)。研究结果还提出了概念框架和概念发展的锚点–概念图的五个主要主题对导航知识领域的理论发现和论证至关重要。

原创性

本研究首次使用引文、共同引文和网络分析来考察发表在领先服务期刊上的服务研究。它结合特定学科的主要概念领域和兴趣, 为理论研究做出了重要的贡献。它还确定了我们在服务学术研究中已知和未知的内容。

实践意义

通过探索服务研究转变为以客户为中心的模式和基于技术的服务逻辑, 本研究为从业者提供了启示, 也为后续服务研究指引了值得进一步研究的领域。

研究局限/意义

本文呼吁更多的学术研究通过考虑不同的认识论范式, 例如实证主义、一元论和解释学来评估服务研究, 以便更好地了解该学科的过程和进展。本文还呼吁未来研究可以尝试填补本文研究结果提出的知识空白。

Article
Publication date: 30 November 2023

Xing’an Xu, Najuan Wen and Juan Liu

Artificial intelligence (AI) agents have been increasingly applied in the tourism and hospitality industry. However, AI service failure is inevitable. Thus, AI service recovery…

Abstract

Purpose

Artificial intelligence (AI) agents have been increasingly applied in the tourism and hospitality industry. However, AI service failure is inevitable. Thus, AI service recovery merits empirical investigation. This study aims to explore how AI empathic accuracy affects customers’ satisfaction in the context of AI service recovery.

Design/methodology/approach

A moderated mediation model was presented to describe the effect of empathic accuracy on customer satisfaction via four scenario-based experiments.

Findings

The results reveal the positive impact of AI empathic accuracy on customer satisfaction and the mediating effects of perceived agency and perceived experience. Moreover, anthropomorphism moderates the empathic accuracy effect.

Originality/value

This paper expanded AI service studies by exploring the significance of empathic accuracy in customer recovery satisfaction. The results provide a novel theoretical viewpoint on retaining customers following AI service failure.

目的

人工智能(AI)设备已越来越多地应用于旅游业和酒店业。然而, AI服务失败是不可避免的。因此, AI服务补救值得进一步实证研究。本研究探讨了AI共情准确性如何影响顾客对AI服务补救的满意度。

设计/方法/途径

通过四个基于场景的实验, 提出了一个有调节的中介模型来描述共情准确性对顾客满意度的影响。

研究结果

结果揭示了AI共情准确性对顾客满意度有积极影响, 感知能动性和感知感受性具有中介效应。此外, 拟人化调节了共情准确性的效应。

独创性

本文通过探讨共情准确性在顾客服务补救满意度中的作用, 拓展了AI服务研究。研究结果为AI服务失败后如何留住顾客提供了新的理论视角。

Propósito

Las agentes de inteligencia artificial (IA) se aplican cada vez más en el sector del turismo y la hostelería. Sin embargo, los fallos de los servicios de IA son inevitables. Por lo tanto, la recuperación de servicios de IA merece una investigación empírica. Esta investigación explora cómo la precisión empática de la IA afecta a la satisfacción de los clientes con la recuperación del servicio de IA.

Diseño/Metodología/Enfoque

Se presentó un modelo de mediación moderado para describir el efecto de la precisión empática en la satisfacción del cliente mediante cuatro experimentos basados en escenarios.

Hallazgos

Los resultados revelan el impacto positivo de la precisión empática de la IA en la satisfacción del cliente y los efectos mediadores de la agencia percibida y la experiencia percibida. Además, el antropomorfismo modera el efecto de la precisión empática.

Originalidad

Este artículo amplía los estudios sobre los servicios de IA al investigar el papel de la precisión empática en la satisfacción del cliente. Los resultados aportan un punto de vista teórico novedoso sobre la retención de clientes tras el fallo de un servicio de IA.

Article
Publication date: 20 November 2023

Xiaoxiao Song, Yunpeng Li, Xi Yu Leung and Dong Mei

Drawing on anthropomorphism and the stereotype content model, this study aims to explore the impacts of robot anthropomorphism on hotel guests’ word of mouth and continuous usage…

Abstract

Purpose

Drawing on anthropomorphism and the stereotype content model, this study aims to explore the impacts of robot anthropomorphism on hotel guests’ word of mouth and continuous usage intention through perceived warmth and competence. This study also investigates the moderating effects of guests’ expertise.

Design/methodology/approach

A total of 524 valid data was collected with Chinese hotel guest through an online survey. Data were analyzed by using structural equation modeling.

Findings

The results indicate that robot anthropomorphism positively affects perceived warmth and competence. Perceived warmth positively affects guests’ word of mouth and continuous usage intention, while perceived competence only positively influences guests’ continuous usage intention. The findings further show that guest expertise weakens the positive relationship between robot anthropomorphism and perceived warmth and competence.

Originality/value

This study advances robot service literature by integrating the stereotype content model with robot anthropomorphism in exploring hotel guests’ perceptions on service robots. This study also discovers the vital boundary role of guest characteristics in human–robot interaction. This study provides valuable information for hoteliers to design and adopt better robots for optimal guest experiences.

目的

基于拟人化和刻板印象内容模型, 本研究探讨了机器人拟人化通过感知温暖和感知能力对酒店客人的口碑和持续使用意向的影响。此外, 本研究也探讨了客人专业知识的调节作用。

设计/方法/途径

通过在线调查问卷, 我们共收集了来自中国酒店客人的524份有效数据, 并采用结构方程模型对这些数据进行了分析。

结果

研究结果表明, 机器人拟人化积极影响感知温暖和感知能力。感知温暖会对客人的口碑和持续使用意向产生积极影响, 而感知能力只对客人的持续使用意向产生积极影响。研究结果进一步表明, 客人的专业知识会削弱机器人拟人化与感知温暖和能力之间的积极关系。

原创性/价值

为了探索酒店客人对服务机器人的感知(状况/情况), 本研究将机器人拟人化因素整合到刻板印象内容模型中, 其结果推动了机器人服务研究的发展。本研究还发现了客人特征在人机互动中的重要边界作用。本研究为酒店经营者设计和采用更好的机器人以获得最佳的客人体验提供了有价值的参考。

Diseño/metodología/enfoque

Se recopiló datos válidos de un total de 524 clientes de hoteles chinos mediante una encuesta en línea. Los datos fueron analizados mediante un modelo de ecuaciones estructurales.

Objetivo

Basándose en el antropomorfismo y en el modelo de contenido estereotipado, este estudio explora el impacto del antropomorfismo de los robots en el boca a boca de los clientes del hotel y en la intención de uso continuado a través de la calidez y la competencia percibidas. El estudio investiga también los efectos moderadores de la experiencia de los huéspedes.

Conclusiones

Los resultados indican que el antropomorfismo del robot afecta positivamente a la calidez y a la competencia percibidas. La calidez percibida influye positivamente en el boca a boca y en la intención de uso continuado de los huéspedes, mientras que la competencia percibida sólo influye positivamente en la intención de uso continuado de los huéspedes. Los resultados muestran, además, que la experiencia del cliente debilita la relación positiva entre el antropomorfismo del robot y la percepción de calidez y de competencia.

Originalidad/valor

Este estudio supone un avance en la literatura sobre robots de servicio al integrar el modelo de contenido estereotipado con el antropomorfismo de los robots, en la exploración de las percepciones de los huéspedes de hoteles sobre los robots de servicio. Este estudio también muestra el papel vital que desempeñan las características de los huéspedes en la interacción humano-robot. El estudio proporciona información valiosa para que los hoteleros diseñen y adopten mejores robots para ofrecer experiencias óptimas a los huéspedes.

Article
Publication date: 7 July 2023

EunPyo Hong and Jiseon Ahn

Understanding customers’ experiences with self-service technology (SST) is of high importance to service research. Previous research, however, has mainly focused on customers who…

Abstract

Purpose

Understanding customers’ experiences with self-service technology (SST) is of high importance to service research. Previous research, however, has mainly focused on customers who are adept in using SST services. This study aims to provide insights into the under-researched field of the experiences of customers’ with difficulties in using SST.

Design/methodology/approach

Drawing on self-determination theory, the role of motivational aspects in SST usage behavior is proposed. A model involving perceived needs and intrinsic motivation is developed and empirically tested in a survey among 213 American customers with difficulties using SST in restaurant service settings.

Findings

The results show that customers’ perceived competence strongly influences their motivation to engage with SST, followed by autonomy and relatedness. Results also find the positive and significant impact of intrinsic motivation on satisfaction and behavioral intentions. Finally, multi-group analysis is performed to examine differences between customers with low and high technology anxiety. Results show that perceived autonomy and competence from SST usage are strong indicators among customers with low technology anxiety, and that relatedness is a major determinant of intrinsic motivation among customers with high technology anxiety.

Originality/value

As a neglected area of research has been in customers who have difficulty in using SST, the findings of this study provide useful guidelines to address customers’ difficulties in using SST.

研究目的

了解客户对自助服务技术(SST)的体验对于服务研究非常重要。然而, 以往的研究主要关注于熟练使用SST服务的客户。本文探索了使用SST存在困难的客户的体验, 为这个尚未被研究的领域提供见解。

设计/方法/途径

基于自我决定理论, 本研究提出了SST使用行为中动机方面的假想, 并设计了一个包含感知需求和内在动机的模型。通过对213名在餐厅服务环境中使用SST存在困难的美国客户进行调查, 该模型得到了实证测试。

研究结果

结果显示, 客户的感知能力强烈影响他们使用SST的动机, 其次是自主性和关联感。结果还发现, 内在动机对满意度和行为意图有积极而显著的影响。最后, 本研究进行了多组分析, 以检查技术焦虑程度高和低的客户之间的差异。结果显示, 在技术焦虑程度低的客户中, SST使用的自主性和能力是强烈的指标, 而在技术焦虑程度高的客户中, 关联感是内在动机的主要决定因素。

独创性/价值

由于以前的研究主要关注于熟练使用SST服务的客户, 因此SST使用存在困难的客户是一个被忽视的研究领域。本研究的发现为解决客户在使用SST方面的困难提供了重要的指导。

Details

Journal of Hospitality and Tourism Technology, vol. 14 no. 4
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 22 August 2022

Jookyung Kwon and Jiseon Ahn

Existing service research has revealed that customers’ perceived equity influences the sustainability of a business. Despite the importance of food service mobile applications…

Abstract

Purpose

Existing service research has revealed that customers’ perceived equity influences the sustainability of a business. Despite the importance of food service mobile applications during the COVID-19 pandemic, studies that have examined customers’ loyalty toward mobile applications remain limited. Thus, this study aims to examine the impact of mobile application-related attributes on customers’ behavior in the food delivery industry.

Design/methodology/approach

The authors collected data from 214 US customers to extend knowledge on perceived equity by examining the effect of multidimensional equity (i.e. value equity, brand equity and relationship equity) on loyalty in the mobile food service context.

Findings

Results of partial least square structural equation modeling suggest that three aspects of customers’ perceived equity are positively related to customers’ attitudinal loyalty, which is linked to behavioral loyalty. Moreover, the role of attitudinal loyalty and demographic characteristics (i.e. gender and age) is described.

Originality/value

This empirical research explores how food delivery brands can increase customers’ positive behavior by investigating the role of multidimensional equity. Service providers must understand certain aspects of customers’ perceived equity to increase food service brand sustainability.

研究目的

现有服务研究表明, 客户的资产感知会影响企业的可持续性。尽管在 COVID-19 大流行期间食品服务移动应用程序很重要, 但检查客户对移动应用程序忠诚度的研究仍然有限。

研究设计/方法/途径

作者收集了来自 214 名美国客户的数据, 通过检查多维公平(即价值公平、品牌公平和关系公平)对移动食品服务环境中忠诚度的影响来扩展关于感知公平的知识。

研究发现

偏最小二乘结构方程模型的结果表明, 客户感知资产的三个方面与客户的态度忠诚度呈正相关, 而态度忠诚度与行为忠诚度相关。此外, 还描述了态度忠诚度和人口特征(即性别和年龄)的作用。

研究原创性

这项实证研究通过调查多维公平的作用, 探讨了食品配送品牌如何增加顾客的积极行为。服务提供者必须了解顾客感知资产的某些方面以提高食品服务品牌的可持续性。

Article
Publication date: 27 January 2023

İbrahim Akın Özen and Eda Özgül Katlav

The purpose of this study is to determine the satisfaction of the guests who stay at hotels offering technology-supported products and services related to the services and…

Abstract

Purpose

The purpose of this study is to determine the satisfaction of the guests who stay at hotels offering technology-supported products and services related to the services and products they receive by using the opinion mining technique.

Design/methodology/approach

In this research, 12,396 customer reviews on booking.com related to ten hotels belonging to a hotel chain using technology-supported products were evaluated with aspect-based sentiment analysis techniques.

Findings

As a result of this study, it has been determined that using technology in hotel businesses creates a positive impression on customer satisfaction. It has been determined that the enrichment of standard hotel business products such as beds and room lighting with technology, in a way that will not be very costly, affects the guests. In addition, it is interesting that technological features such as robots and room service robots, which are called “High & Technology” in this study, are evaluated by customers in the service process.

Practical implications

The hotel managements have the opportunity to evaluate the services we offer by analyzing their online comments and to see their own image from the eyes of the guests. Hotel businesses must learn about customer expectations for technologies with high investment costs. This study, which analyzes online customer reviews, enables tourism businesses that offer technology-supported products and services and invest in technology in service delivery, to understand how customers evaluate the service.

Originality/value

In this study, customer reviews of a hotel group operating in many countries belonging to a hotel group that enriches its standard products with technology and provides service with the concept of a “smart hotel” were examined. This study contributes to the understanding of customers' experience of using technological products in hotel businesses. This study contributes to the literature on customers' satisfaction with technological hotel products and services and the decision of hotels to invest in technology.

研究目的

本研究通过使用意见挖掘技术旨在确定入住酒店的客人的满意度。这些客人接受酒店提供的产品相关的技术支持和服务。

研究设计/方法/方法

在这项研究中, 使用基于特定方面的情感分析技术评估了 booking.com 上与属于连锁酒店的 10 家酒店相关的 12,396 条客户评论, 这些酒店均使用科技支持的产品。

研究发现

作为这项研究的结果, 已经确定在酒店业务中使用科技会对客户满意度产生积极的影响。已经确定, 标准酒店商务产品(例如床、房间照明等)的丰富科技以不会非常昂贵的方式影响客人。此外, 客户感兴趣的是在本研究的服务过程中包括机器人和技术特征, 例如客房服务机器人, 作为“高科技”层面。

研究实际意义

酒店管理层分析了客人的在线评论, 并有机会评估他们的服务并从客人的眼中看到自己的形象。酒店企业必须了解客户对高投资成本技术的期望。本研究分析了直接体验过的消费者的意见。因此, 研究结果将使决定投资服务技术的酒店企业受益。

研究原创性/价值

在这项研究中, 我们对一家在许多国家经营的酒店集团的客户评论进行了调查。该酒店属于一家酒店集团, 该集团以技术丰富其标准产品, 并以“智能酒店”的概念提供服务。该研究有助于了解客户在酒店业务中使用技术产品的体验。该研究扩展了客户对酒店科技产品和服务的满意度的文献, 以及对酒店投资技术的决策做出贡献。

Article
Publication date: 25 August 2021

Haiying Pan, Meihong Chen and Wen-Lung Shiau

The public health emergency of COVID-19 (Corona-virus disease) pandemic has greatly impacted tourism industry, especially in the rural tourism. This paper aims to study how rural…

Abstract

Purpose

The public health emergency of COVID-19 (Corona-virus disease) pandemic has greatly impacted tourism industry, especially in the rural tourism. This paper aims to study how rural tourism practitioners can get out of the mire of the pandemic. By analyzing the behaviors of various stakeholders and the logic of the impact of the pandemic, the behaviors of participants and future development were sorted out. The key elements that promote the recovery of rural tourism were discovered.

Design/methodology/approach

Based on the framework of institute analysis and development (IAD), this research selected six rural tourist communities in China as subjects for the studies. Based on the seven basic principles of hermeneutics and the inductive research method, following the analysis method of “first-order coding, second-order coding, aggregated dimensions,” the texts obtained through in-depth interview and work reports were analyzed and concepts were extracted.

Findings

The paper extracted 44 first-order concepts and 14 second-order concepts, and obtained 7 aggregation dimensions, including policy formulation and implementation, improvement of integrated marketing capabilities, improvement of tourism product quality, restrictions on rural tourism development, protection and optimization of environmental resources, industrial integration strategies and improvement of managerial and coordinating capabilities. During the pandemic, the government, enterprises and associations, as the service providers of rural tourism, can optimize the environmental resources and industrial resources of rural tourism by formulating policies, refining products and strengthening marketing in the action arena, to promote the industrial integration of rural tourism and provide better products and services for tourists.

Originality/value

This paper uses the IAD framework to study how rural tourism communities can successfully recover from the impact of the pandemic. It is found that the rapid recovery of rural tourism is the result of collective action. The core of establishing the collective action mechanism of rural tourism is consensus mechanism, co-construction mechanism and sharing mechanism. By studying the path and possibility of collective action of rural tourism communities, this paper explores the approach of multi-center governance of rural tourism communities to promote the imminent recovery of rural tourism.

研究目的

新冠疫情(COVID-19)对旅游业,尤其是乡村旅游产生了极大影响。本文旨在探究乡村旅游从业者如何摆脱疫情危机。研究通过分析疫情带来的影响及各利益相关者的反应,梳理旅游从业者的行为,探究乡村旅游未来的发展。研究指出了促进乡村旅游复苏的关键因素。

研究设计/方法/途径

基于制度分析与发展(IAD)理论框架,本文选取中国境内6个乡村旅游目的地作为研究对象。采用解释学七大基本原则和归纳式研究方法,通过对深度访谈和政府工作报告获得的文本进行分析,提取出“一阶编码、二阶编码、聚合维度”。

研究结果

研究提取44个一阶编码和14个二阶编码,最终得到7个聚合维度,包括政策制定与实施、整合营销能力提升、旅游产品质量提升、乡村旅游发展制约因素、保护和优化环境资源、实施产业整合战略和提高管理协调能力。疫情期间,政府、企业和协会作为乡村旅游的服务提供者,可以通过制定政策、改善产品、加强营销,优化乡村旅游的环境资源和产业资源,推动乡村旅游产业融合,为游客提供更好的产品和服务。

研究原创性/价值

本文利用IAD框架研究乡村旅游在疫情中的复苏。研究发现,乡村旅游的快速复苏是集体行动的结果。建立乡村旅游集体行动机制的核心是共识机制、共建机制和共享机制。本文通过研究乡村旅游社区集体行动的路径和可能性,探索乡村旅游多中心治理的途径,促进乡村旅游复苏。

Article
Publication date: 28 December 2021

Dimitrios Buhalis and Iuliia Moldavska

Voice assistants (VAs) empower human–computer interactions by recognising human speech and implementing commands pronounced by users. This paper aims to investigate VA-enabled…

3758

Abstract

Purpose

Voice assistants (VAs) empower human–computer interactions by recognising human speech and implementing commands pronounced by users. This paper aims to investigate VA-enabled interactions between hotels and guests in the hospitality context. The research positions VAs within the artificial intelligence (AI)-enabled Internet of Things (IoT) context, disrupting old practices and processes. Smart hospitality uses VAs to support effortless value cocreation for guests cost-effectively. The research examines consumer perceptions and expectations of hospitality VAs and explores VA capabilities through expert technology providers.

Design/methodology/approach

This empirical paper investigates the current use and future implications of VAs for hotel environments. It uses qualitative, semi-structured in-depth interviews with 7 expert hospitality VA technology providers and 21 hotel guests who have VA experience. The research adopts a demand and supply approach, addressing the VAs in hospitality holistically.

Findings

The findings illustrate the requirements from both end-users’ sides, hotels and guests, exploring VA advantages and challenges. The analysis demonstrates that VAs increasingly become digital assistants. VA technology helps hotels to improve customer service, expand operational capability and reduce costs. Although in its infancy, VA technology has made progress towards optimising hotel operations and upgrading customer service. The study proposes a speech-enabled interactions model.

Research limitations/implications

This research stimulates the transformation of hospitality services by using VAs and the development of smart hospitality and tourism ecosystems. The study can benefit from further research with hotel managers, to reflect hoteliers’ points of view and investigate their perception of VAs. Further research can also explore different aspects of consumer–VA interaction in different contexts.

Practical implications

The paper makes a significant contribution to hospitality management and human–computer interaction best practices. It supports technology providers to reconsider how to develop suitable technology solutions towards improving their strategic competitiveness. It also explains how to use VAs cost-effectively and profitably while adding value to travellers’ experience.

Originality/value

VA studies are often focussed on the technology in private households, rather than in commercial or hotel spaces. This paper contributes to the emerging literature on AI and IoT in smart hospitality and explores the acceptance and operationalisation of VAs. The research contributes to the conceptualisation of VA-enabled hotel services and explores positive and negative features, as well as future prospects.

研究目的

语音(数码, 虚拟或者人工智能)(VAs) 助理能够识别真人声音和系统指令声音从而为人机互动提供助力。 本研究基于酒店业已有的案例探索了酒店和客人语言支持的互动的本质。本研究探索了关于客房服务的表现和实用性的顾客认知和顾客期望。

研究设计/方法/途径

本研究借用了定性半结构化深入访谈来收集一手数据, 调查了酒店环境中的语音助理目前的运用情况和未来影响。本研究访谈了7位酒店科技服务提供者和21位有使用个人智能扬声器经验的酒店客人。本研究以供需模型来全方位解决此项问题。

研究发现

研究结论强调了从双方使用者(酒店和客人)角度考量, 并且考虑到语音仪器带来的所有的优势和挑战的重要性。基于顾客之前对这些仪器的使用经验, 本论文深入阐述了对公共空间这些语音助理的使用功能。本分析证明了由AI技术支持下, VAs 可以灵活的识别语音。VAs理解词汇内容并且也懂得词汇作为数据助手来支持智能家庭的自动化以及履行商业职责背后的意义来。酒店从业人员可以尝试运用此科技来提高用户体验, 扩展运营空间和减少成本。从访谈的数据可以证明, 尽管还在初级阶段, VAs 科技已经对酒店运营优化和晋级客户服务做出了显著的贡献和成就。本研究提出了一项介于酒店和客人之间的VA 语言支持的互动模型。

研究原创性/价值

之前的研究主要针对私人使用, 而不是商业或者酒店空间。考虑到敌对环境和客人和酒店的文化差异, 旅游和酒店成为了尤其有挑战性的领域。本研究通过语音识别革新了酒店服务。本研究针对VAs接受程度和运用进行详细研究从而为酒店领域的AI和IoT提供了专业文献。本文为酒店服务中的VAs使用做出了开拓性的调查并且探讨了正面以及负面的特征和未来展望。

研究局限/意义

本研究为酒店和旅游管理补充了文献, 尤其是在酒店业人机互动领域。本研究通过语音识别技术对酒店服务的转型革新做出贡献。此项研究可以受益于以酒店管理者为视角的进一步研究。相比于收集科技设备供应方的见解, 对酒店管理者进行访谈可以提供更直接的信息来了解酒店员工对数码语音助理和对语音科技的总体接受程度。

实践意义

酒店经常寻求途径来提高和客户的互动。本论文对酒店管理和人机互动领域提供了应用典例。本研究提供了酒店客人针对语音设备功能性的总体评价作为有价值的信息, 进而帮助科技提供者来重新审视针对顾客需要从而量身定制服务的策略和方式。最终, 本研究在提高行业战略竞争力层面分享了关于发展和采用此项强大有力科技的见解。

Details

Journal of Hospitality and Tourism Technology, vol. 13 no. 3
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 24 December 2020

Kadir Çakar and Şehmus Aykol

The purpose of this paper is to investigate travellers’ behaviour and examine their reactions to high-tech hotels offering robotic services to customers.

1699

Abstract

Purpose

The purpose of this paper is to investigate travellers’ behaviour and examine their reactions to high-tech hotels offering robotic services to customers.

Design/methodology/approach

Data were gathered from user-generated content within the context of a qualitative research method by analysing the online narratives of travellers at TripAdvisor who visited robotic hotels. Data analysis was realised through content analysis, which revealed various themes and categories of traveller behaviour and reactions to technology.

Findings

Results show that robotic services significantly improve the quality of service offered to travellers, while positively affecting travellers’ intention to revisit robotic hotels within the context of customer engagement behaviours.

Research limitations/implications

The results of the present research reveal that the introduction of new technologies in the service industry, such as the robotic butler, can have considerable effects on guest behaviour and attitudes. This field has emerged as a new sub-dimension of customer engagement.

Practical implications

The use of robots will most likely enhance experiences through interaction between customers and robots. Additionally, in cases where social distancing is required, the use of robots in the hospitality and tourism industry may increase the mobility of people wishing to travel by applying social distancing through use of robots in services.

Originality/value

The study contributes to the extant literature by identifying the concept of adoption as a sub-dimension deriving from human–robot interaction, thus generating the novelty of the research.

研究目的

本论文旨在研究游客行为以及检验其对高科技酒店提供机器人服务给客人的反应。

研究设计/方法/途径

本论文采用定性分析手段, 采集样本为TripAdvisor游客光顾机器人酒店的在线叙述文本, 即用户生成内容(UGC)。本论文采用文本分析法, 以确定多种游客行为和对科技的反应等多个主题和范畴。

研究结果

研究结果表明, 机器人服务大大提高游客服务质量, 同时也积极影响游客再光顾机器人酒店的意向, 在顾客参与行为(CEBs)的研究背景下。

研究理论限制/启示

本论文研究结果表明, 服务产业的新科技引用, 比如机器人服务员, 能够对顾客行为和态度产生显著的影响。这一研究领域作为顾客参与(CE)的新维度正在兴起。

研究理论意义

新技术的引用将提高顾客的服务质量, 从而促成顾客的价值共创。此外, 还可以帮助消除游客对受到健康相关危机影响的担忧; 从业人员应该考虑在其公司、企业、或者机构中采用机器人服务。

研究实际启示

机器人的使用将很有可能通过机器人与顾客的交互而提高顾客体验。此外, 在被要求社交隔离的情况下, 在酒店和旅游业中使用机器人将增加人们旅游的流动性。

研究原创性/价值

本论文补充了现有文献, 确立了机器人接纳作为人机交互的第二维度, 从而证实了本文的新颖性。

Details

Journal of Hospitality and Tourism Technology, vol. 12 no. 1
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 30 May 2019

Clara Benevolo and Riccardo Spinelli

This paper aims to explore the use of websites by tourist ports to assess whether they support ports in communicating their image and provide information and services to actual…

Abstract

Purpose

This paper aims to explore the use of websites by tourist ports to assess whether they support ports in communicating their image and provide information and services to actual and potential customers.

Design/methodology/approach

An analysis of 129 tourist ports websites from ten Mediterranean countries was conducted using the 2QCV3Q model, a multi-purpose qualitative evaluation tool based on experts’ judgments.

Findings

The findings show that tourist ports’ websites are typically beautiful and well-managed, give ports a clear image and link them with the local territory; however, sample websites are only partially user-friendly, offer limited room for interaction and fail to provide all the expected information and services to the visitors.

Originality/value

This research provides an unprecedented picture of the use and quality of websites by tourist ports located in the Mediterranean Sea and offers a robust and exhaustive assessment tool that might be of interest to researchers. The tool might also help managers of tourist ports to improve their websites by making them more business- and customer-oriented.

摘要

研究目的

本论文旨在研究旅游港口网站, 以评估其宣传港口形象和为现有和未来游客提供信息和服务的支持。

研究设计/方法/途径

研究样本是来自10个地中海国家的129家旅游港口网站。本论文以专家评估为依据, 采用2QCV3Q模型和多目的定性评估工具来进行样本分析。

研究结果

研究结果表明旅游港口网站一般都具有美丽和规范管理的特点, 为旅游港口树立一个清洁形象, 并展示当地地理环境;然而, 样本网站只是具备些许用户友好界面, 很少有很好的交互特性, 因此不能很好地为游客提供所需的信息和服务。

研究原创性/价值

本论文提供了一个前所未有在地中海区域旅游港口网站使用和质量评估报告, 并且提出了一个强有力的评估工具, 这对于学术研究有着显著意义。这个评估工具还能帮助旅游港口经营者通过改善网站的商业体验和消费者体验来提高其网站的各种特性。

关键词

海洋旅游, 旅游港口, 海洋管理, 网站营销, 网站评估, 网站质量

纸张类型

研究论文

Details

Journal of Hospitality and Tourism Technology, vol. 10 no. 2
Type: Research Article
ISSN: 1757-9880

Keywords

1 – 10 of 11