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Purpose: The purpose of this chapter is to critically evaluate the implementation of technologies from the perspective of guest services, innovation and visitor experiences. The paper focuses on the value of robots, service automation and artificial intelligence in hospitality and examines their influence on service quality

Design/methodology/approach: The chapter is a critical and conceptual overview of the emergence and implementation of robots, service automation and artificial intelligence in the hospitality with an emphasis on service, service quality and guest experience. A comprehensive overview of the academic literature of customer service and guest experience is combined with industry examples from various service operations in hospitality in order to examine the implementation of RAISA in the hospitality industry from a range of academic and practical viewpoints.

Findings: The chapter argues that despite the global acceptance of technologies in service industries in general and hospitality in particular, it remains difficult to find the right balance between digital and human interactions. In the context of service quality, the implementation of robots and service automation is increasingly important for gaining a competitive advantage, but the provision of more personalized guest experiences remains controversial.

Originality/value: The study provides a comprehensive and systematic review of RAISA in a hospitality context and examine their impacts on service quality. The chapter is a critical examination of the potential of RAISA to transform the service experience and raises some fundamental questions regarding the need for RAISA, its practical implications and impact over the understanding and measurement of service quality.

Purpose: This paper presents a review of the current state and potential capabilities for application of robots, artificial intelligence and automated services (RAISA) in hotel companies.

Design/methodology/approach: A two-step approach was applied in this study. First, the authors make a theoretical overview of the robots, artificial intelligence and service automation (RAISA) in hotels. Second, the authors make a detailed overview of various case studies from global hotel practice.

Findings: The application of RAISA in hotel companies is examined in connection with the impact that technology has on guest experience during each of the five stages of the guest cycle: pre-arrival, arrival, stay, departure, assessment.

Research implications: Its implications can be searched with respect to future research. It deals with topics such as how different generations (guests and employees) perceive RAISA in the hotel industry and what is the attitude of guests in different categories of hotels (luxury and economy) towards the use of RAISA. It also shows what is the attitude of different types of tourists (holiday, business, health, cultural, etc.) and what kinds of robots (androids or machines) are more appropriate for different types of hotel operations.

Practical implications: The implications are related to the improvement of operations and operational management, marketing and sales, enhancement of customer experience and service innovation, training and management.

Originality/value: This book chapter complements and expands research on the role of RAISA in the hotel industry and makes some projections about the use of technologies in the future.

This chapter helps to establish a characterization system for industrial and consumer companies. Marketing science shows that industrial brands and consumer brands have to be managed in significant different ways. The reason is the variety of distinctions. Marketing literature often fall back to the same definition for companies. Usually, companies are defined business-to-business (B2B) when they deal with other companies and business-to-consumer (B2C) when they make their revenues with private consumers. However, both definitions do not represent the knowledge from marketing literature about the specifications in both market categories. The characterization system here separates companies by the demand drivers (derivate and origin) of their costumers, by their communication strategy, by the roles individuals play in the buying process, and recommend the appropriate branding strategy. The results of a survey about B2B knowledge show how important such a characterizing system for the discussion is. Often managers have no clear picture of a company in terms of B2B and B2C marketing. The system helps them to find a common basis for understanding the crucial issues, based on an empirical analysis.

This chapter describes an online certificate program offered to refugees who are in refugee camps and other populations living on the margins. The program was created in partnership with diverse stakeholders to reflect the need for pathways to higher education for refugees who have few, if any, opportunities to participate in higher education. The authors briefly discuss the gaps in services in refugee camps that informed and inspired the creation of an online program that focuses on social work skills. Next, the authors provide a background and description of a multi-player partnership that was needed to create the pathway for refugees to attain higher education credentials in an accredited US institution and share findings from instructor and program feedback instruments, as well as focus groups, that speak to elements of the program, both in design and in implementation. The chapter concludes with a recommendation, for what can be implemented in online social work education as to enhance student experience and create possibilities of sharing varied values and respect across differences, as well as common language of social justice and transformation.

There is no industry in the world where a crisis caused by terrorism has such a strong impact as in tourism. Providing security for visitors before and during a trip can be a critical success factor for the competitiveness of a particular destination or organization or for business tourism when tourists consider multiple alternatives. Information about political instability, violence, crime or terrorist attacks could cause a substitution effect by tourists. International terrorism and tourism share some characteristics, as both cross national borders, involve citizens from different countries and use the new travel and communications technologies. In recent decades, terrorism organizations have been using tourism targets to gain global visibility. Based on a broad analysis of literature and data, the main goal of this research is to update the work of Seabra (2019) and help to analyse the main connections between terrorism and tourism, specifically by presenting the main terrorist events targeting tourism activity and destinations in the last 35 years and their main consequences for tourism industry.