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Article
Publication date: 16 February 2022

Pragati Agarwal, Sanjeev Swami and Sunita Kumari Malhotra

The purpose of this paper is to give an overview of artificial intelligence (AI) and other AI-enabled technologies and to describe how COVID-19 affects various industries such as…

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Abstract

Purpose

The purpose of this paper is to give an overview of artificial intelligence (AI) and other AI-enabled technologies and to describe how COVID-19 affects various industries such as health care, manufacturing, retail, food services, education, media and entertainment, banking and insurance, travel and tourism. Furthermore, the authors discuss the tactics in which information technology is used to implement business strategies to transform businesses and to incentivise the implementation of these technologies in current or future emergency situations.

Design/methodology/approach

The review provides the rapidly growing literature on the use of smart technology during the current COVID-19 pandemic.

Findings

The 127 empirical articles the authors have identified suggest that 39 forms of smart technologies have been used, ranging from artificial intelligence to computer vision technology. Eight different industries have been identified that are using these technologies, primarily food services and manufacturing. Further, the authors list 40 generalised types of activities that are involved including providing health services, data analysis and communication. To prevent the spread of illness, robots with artificial intelligence are being used to examine patients and give drugs to them. The online execution of teaching practices and simulators have replaced the classroom mode of teaching due to the epidemic. The AI-based Blue-dot algorithm aids in the detection of early warning indications. The AI model detects a patient in respiratory distress based on face detection, face recognition, facial action unit detection, expression recognition, posture, extremity movement analysis, visitation frequency detection, sound pressure detection and light level detection. The above and various other applications are listed throughout the paper.

Research limitations/implications

Research is largely delimited to the area of COVID-19-related studies. Also, bias of selective assessment may be present. In Indian context, advanced technology is yet to be harnessed to its full extent. Also, educational system is yet to be upgraded to add these technologies potential benefits on wider basis.

Practical implications

First, leveraging of insights across various industry sectors to battle the global threat, and smart technology is one of the key takeaways in this field. Second, an integrated framework is recommended for policy making in this area. Lastly, the authors recommend that an internet-based repository should be developed, keeping all the ideas, databases, best practices, dashboard and real-time statistical data.

Originality/value

As the COVID-19 is a relatively recent phenomenon, such a comprehensive review does not exist in the extant literature to the best of the authors’ knowledge. The review is rapidly emerging literature on smart technology use during the current COVID-19 pandemic.

Details

Journal of Science and Technology Policy Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2053-4620

Keywords

Article
Publication date: 11 September 2023

Bwsrang Basumatary, Mayank Yuvaraj, Nitesh Kumar Verma and Manoj Kumar Verma

Adopting and implementing robotic technology applications in the library is a significant technological up-gradation today. The purpose of this study was to evaluate selected…

Abstract

Purpose

Adopting and implementing robotic technology applications in the library is a significant technological up-gradation today. The purpose of this study was to evaluate selected literature focused mainly on robotics technology applications in the field of libraries and to assess the online social attention to research publications.

Design/methodology/approach

The study employed Scientometric and altmetric tools to evaluate the research publications. The bibliographic data of research publications were downloaded from Scopus database and scrutinized one by one and 71 articles were selected which mainly focused on robotic technology in libraries. Altmetric data were collected from the Dimensions.ai database. The analysis was performed using MS Excel, Tableau, Biblioshiny, VOSviewer and SPSS software.

Findings

Research on robotic technology in the field of libraries has been experiencing a gradual increase, marked by an annual growth rate of 12.93%. The United States has prominently led the way as the most active participant and collaborator in this advancement. Among the various journals, Library Hi Tech has notably stood out as a significant contributor to this field. However, the research articles have garnered limited social attention and impact. Furthermore, the patterns of authorship collaboration have demonstrated relatively modest levels within the field, and a weak correlation has been observed between the social attention received and the Scopus citation metrics of the publications.

Practical implications

The research needs to be disseminated more through various social media platforms to increase its visibility. Sharing research information through social media can bridge the gap between academia and society. The findings of this study can serve as a valuable reference for researchers and policymakers.

Originality/value

This study presents a Scientometric analysis of the selected published literature on robotics technology applications in the field of libraries, highlighting the progress and development of worldwide research in this area.

Details

Library Hi Tech, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0737-8831

Keywords

Open Access
Article
Publication date: 28 March 2023

Kumar Madhan, Shameem Shagirbasha, Tanmaya Kumar Mishra and Juman Iqbal

The aim of this study is to examine the existing literature on service robots in order to identify prominent themes, assess the present state of service robotics research and…

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Abstract

Purpose

The aim of this study is to examine the existing literature on service robots in order to identify prominent themes, assess the present state of service robotics research and highlight the contributions of seminal publications in the business, management and hospitality domain.

Design/methodology/approach

This study analysed 332 Scopus papers from 1985 to 2022 using bibliometric techniques like citation and co-citation analysis.

Findings

The study findings highlighted that there has been a consistent rise in publications related to service robots. The paper identifies three significant themes in the service robot literature: adoption of service robots in the context of customer service, anthropomorphism and integration of artificial intelligence in robotic service. Furthermore, this study highlights prominent authors, journals, institutions and countries associated with research on service robots and discusses the future research opportunities in this domain.

Originality/value

This study contributes to the service robots’ literature in the hospitality context by compilation of various reference materials using a comprehensive bibliometric analysis. Previous studies do not point out crucial themes in this area, nor do they provide an overview of prominent journals, institutions, authors and trends in this field. Therefore, this study attempts to fill the lacunae.

Details

International Hospitality Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2516-8142

Keywords

Article
Publication date: 5 July 2022

Yuan-Ho Huang

This study explored the different artificial intelligence (AI) applications used in academic libraries and the key factors and impediments related to their implementation.

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Abstract

Purpose

This study explored the different artificial intelligence (AI) applications used in academic libraries and the key factors and impediments related to their implementation.

Design/methodology/approach

The author applied quantitative research methods in the form of a questionnaire, using both open and closed questions. A total of 472 valid questionnaires were received from academic librarians.

Findings

The author sought responses from librarians who had implemented AI applications and those who had not, identifying the types of AI applications implemented, key factors relating to their implementation, and impediments to promoting AI. Gaps were identified between the level of support for AI applications and the negative effect of the impediments. Furthermore, the more extensive the individual and organizational knowledge activities performed by the librarians and libraries held, the more positive the attitude was librarians' attitude toward AI applications in their libraries. However, librarians recognized that AI applications are inevitable, but indicated that the difficulties of in execution have hampered the adoption of AI.

Research limitations/implications

The sample data were collected in Taiwan; therefore, the data may only represent the views of Taiwanese academic librarians on AI applications. The results of this study may not apply to librarians worldwide; however, they may provide a useful reference.

Practical implications

The results revealed the top four AI applications that libraries would most likely implement in the near future. Therefore, AI application developers and suppliers can prioritize the promotion of these products for to academic libraries. This study revealed that funding and costs related to AI implementation were discovered to be key factors relating to implementing AI applications. Some impediments to the implementation of AI applications relate to technological problems. Several librarians suggested that managers should invest more resources at an early stage rather than reducing cutting back on human resources initially. Although worries regarding privacy and ethics were mentioned expressed by some respondents, most academic librarians did not regard these to be major concerns.

Originality/value

This study provides the perspectives of librarians who have implemented AI applications and of those who have not. In addition, it explores the advantages and disadvantages of AI applications, and the level of support for and impact of AI applications and promotions. This study also included a gap analysis. Moreover, individual and organizational knowledge activity scales were adopted to examine AI awareness and the perceptions of academic librarians.

Details

Library Hi Tech, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0737-8831

Keywords

Article
Publication date: 13 June 2023

Mohammadreza Akbari, Seng Kiat Kok, John Hopkins, Guilherme F. Frederico, Hung Nguyen and Abel Duarte Alonso

The purpose of the article is to contribute to the body of research on digital transformation among members of the supply chain operating in an emerging economy. This paper…

Abstract

Purpose

The purpose of the article is to contribute to the body of research on digital transformation among members of the supply chain operating in an emerging economy. This paper researches the digital transformation trends happening across Vietnamese supply chains, by investigating the current adoption rates, predicted impact levels and financial investments being made in key Industry 4.0 technologies.

Design/methodology/approach

By using a semi-structured online survey, the experiences of 281 supply chain professionals in Vietnam were captured. Subsequently, statistical techniques examining variances in means, regression analysis and Monte Carlo simulation were applied.

Findings

The findings of this study offer a comprehensive understanding of Industry 4.0 technology in Vietnam, highlighting the prevalent technologies being prioritized. Big data analytics and the Internet of things are expected to have the most substantial impact on businesses over the next 5–10 years and have received the most financial investment. Conversely, Blockchain is perceived as having less potential for future investment. The study further identifies several technological synergies, such as combining advanced robotics, artificial intelligence and the Internet of things to build effective and flexible factories, that can lead to more comprehensive solutions. It also extends diffusion of innovation theory, encompassing investment and impact considerations.

Originality/value

This study offers valuable insights into the impact and financial investment in Industry 4.0 technologies by Vietnamese supply chain firms. It provides a theoretical contribution via an extension of the diffusion of innovation theory and contributes toward a better understanding of the current Industry 4.0 landscape in developing economies. The findings have significant implications for future managerial decision-making, on the impact, viability and resourcing needs when undertaking digital transformation.

Details

The International Journal of Logistics Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0957-4093

Keywords

Article
Publication date: 11 August 2023

Rob Law, Katsy Jiaxin Lin, Huiyue Ye and Davis Ka Chio Fong

The purpose of this study is to analyze state-of-the-art knowledge of artificial intelligence (AI) research in hospitality.

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Abstract

Purpose

The purpose of this study is to analyze state-of-the-art knowledge of artificial intelligence (AI) research in hospitality.

Design/methodology/approach

This study adopts the theory-context-methods framework to systematically review 100 AI-related articles recently published (i.e. from 2021 to April 2023) in three top-tier hospitality journals, namely, the International Journal of Contemporary Hospitality Management, International Journal of Hospitality Management and Journal of Hospitality Marketing and Management.

Findings

Findings suggest that studies of AI applications in hospitality are mostly theory-driven, whereas most AI methods research adopts a data-driven approach. State-of-the-art AI applications research exhibits the most interest in service robots. In AI methods research, little attention was paid to the amid-service/experience.

Research limitations/implications

This study reveals inadequacies in theory, context and methods in contemporary AI research. More research from hospitality suppliers’ perspectives and research on generative AI applications are advocated in response to the unveiled research gaps and recent AI developments.

Originality/value

This study classifies the most recent AI research in hospitality into two main streams – AI applications research and AI methods research – and discusses the gaps in each research stream and latest AI developments. The paper then suggests future research directions to guide researchers in advancing AI research in hospitality.

Details

International Journal of Contemporary Hospitality Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 22 March 2024

Won-Moo Hur and Yuhyung Shin

This study aims to explore the role of frontline service employees’ (FSEs) awareness that their job can be substituted by smart technology, artificial intelligence, robotics and…

Abstract

Purpose

This study aims to explore the role of frontline service employees’ (FSEs) awareness that their job can be substituted by smart technology, artificial intelligence, robotics and algorithms (STARA) in their job autonomy and proactive service performance and when these relationships can be buffered. Drawing on the cognitive appraisal theory of stress, the study examined the mediating relationship between FSEs’ STARA awareness, job autonomy and proactive service performance and the moderating effects of self-efficacy and resilience on this relationship.

Design/methodology/approach

The authors administered two-wave online surveys to 301 South Korean FSEs working in various service sectors (e.g. retailing, food/beverage, hospitality/tourism and banking). The Time 1 survey measured respondents’ STARA awareness, self-efficacy, resilience and job autonomy, and the Time 2 survey assessed their proactive service performance.

Findings

FSEs’ STARA awareness negatively affected their subsequent proactive service performance through decreased job autonomy. The negative association between STARA awareness and job autonomy was weaker when FSEs’ self-efficacy was high than when it was low. While the authors observed no significant moderation of resilience, the author found a marginally significant three-way interaction between STARA awareness, self-efficacy and resilience. Specifically, STARA awareness was negatively related to job autonomy only when both self-efficacy and resilience were low. When either self-efficacy or resilience was high, the association between STARA awareness and job autonomy became nonsignificant, suggesting the buffering roles of the two personal resources.

Research limitations/implications

Given that the measurement of variables relied on self-reported data, rater biases might have affected the findings of the study. Moreover, the simultaneous measurement of STARA awareness, self-efficacy, resilience and job autonomy could preclude causal inferences between these variables. The authors encourage future studies to use a more rigorous methodology to reduce rater biases and establish stronger causality between the variables.

Practical implications

Service firms can decrease FSEs’ STARA awareness through training in the knowledge and skills necessary to work with these technologies. To promote FSEs’ proactive service performance in this context, service firms need to involve them in decisions related to STARA adoption and allow them to craft their jobs. Service managers should provide FSEs with social support and exercise empowering and supportive leadership to help them view STARA as a challenge rather than a threat.

Originality/value

Distinct from prior research on STARA awareness and employee outcomes, the study identified proactive service performance as a key outcome in the STARA context. By presenting self-efficacy and resilience as crucial personal resources that buffer FSEs from the deleterious impact of STARA awareness, the study provides practitioners with insights that can help FSEs maintain their job autonomy and proactive service performance in times of digitalization and automation.

Details

Journal of Services Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 17 April 2023

Prasetyo Adi Nugroho, Nove E. Variant Anna and Noraini Ismail

This study sought to analyze the correlation between artificial intelligence (AI) and libraries and examine whether there were any shifts in research trends related to these two…

Abstract

Purpose

This study sought to analyze the correlation between artificial intelligence (AI) and libraries and examine whether there were any shifts in research trends related to these two topics during the coronavirus pandemic.

Design/methodology/approach

The study gathered secondary data from the Scopus website using the keywords “AI,” “library” and “repository,” from 1993 to 2022. Data were re-analyzed using the bibliometric software VOSviewer to examine the trending country's keyword relations and appearance and Biblioshiny to study the publication metadata.

Findings

Index keywords, such as “human,” “deep learning,” “machine learning,” “surveys” and “open-source software,” became popular during 2020, being closely related to digital libraries. Additionally, the annual scientific production of papers increased significantly in 2021. Words related to data mining also had the most significant growth from 2019 to 2022 because of the importance of data mining for library services during the pandemic.

Practical implications

This study provides insight for librarians for the implementation of AI to support repositories during the pandemic. Librarians can learn how to maximize the AI-based repository services in academic libraries during the pandemic. Furthermore, academic libraries can create policies for repository services using AI.

Social implications

This study can lead researchers, academicians and practitioners in conducting research on AI in library repositories.

Originality/value

As research on AI and digital repositories remains limited, the study identifies themes and highlights the knowledge gap existing in the field.

Details

Library Hi Tech, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0737-8831

Keywords

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: 18 January 2024

Emmanuel Mogaji, Giampaolo Viglia, Pallavi Srivastava and Yogesh K. Dwivedi

The technology acceptance model (TAM) is a widely used framework explaining why users accept new technologies. Still, its relevance is questioned because of evolving consumer…

Abstract

Purpose

The technology acceptance model (TAM) is a widely used framework explaining why users accept new technologies. Still, its relevance is questioned because of evolving consumer behavior, demographics and technology. Contrary to a research paper or systematic literature review, the purpose of this critical reflection paper is to discuss TAM's relevance and limitations in hospitality and tourism research.

Design/methodology/approach

This paper uses a critical reflective approach, enabling a comprehensive review and synthesis of recent academic literature on TAM. The critical evaluation encompasses its historical trajectory, evolutionary growth, identified limitations and, more specifically, its relevance in the context of hospitality and tourism research.

Findings

TAM's limitations within the hospitality and tourism context revolve around its individual-centric perspective, limited scope, static nature, cultural applicability and reliance on self-reported measures.

Research limitations/implications

To optimize TAM's efficacy, the authors propose several strategic recommendations. These include embedding TAM within the specific context of the industry, delving into TAM-driven artificial intelligence adoption, integrating industry-specific factors, acknowledging cultural nuances and using comprehensive research methods, such as mixed methods approach. It is imperative for researchers to critically assess TAM's suitability for their studies and be open to exploring alternative models or methods that can adeptly navigate the distinctive dynamics of the industry.

Originality/value

This critical reflection paper prompts a profound exploration of technology adoption within the dynamic hospitality and tourism sector, makes insightful inquiries into TAM's future potential and presents recommendations.

Details

International Journal of Contemporary Hospitality Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-6119

Keywords

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