The impact of robots, artificial intelligence, and service automation on service quality in hospitality

Research output: Contribution to Book/Report typesChapter

Abstract

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.
Original languageEnglish
Title of host publicationRobots, Artificial Intelligence and Service Automation in Travel, Tourism and Hospitality
EditorsStanislav Ivanov, Craig Webster
Place of PublicationUK
PublisherEmerald Publishing
Publication statusAccepted/In press - 14 Feb 2019

Fingerprint

Automation
Service quality
Artificial intelligence
Robot
Hospitality
Quality of service
Methodology
Service industries
Industry
Competitive advantage
Customer service
Service operations
Hospitality industry
Service innovation
Acceptance
Systematic review
Interaction

Keywords

  • Tourism
  • Hospitality
  • Service Quality
  • Service Automation
  • Robots
  • Artificial Intelligence

Cite this

Naumov, N. (Accepted/In press). The impact of robots, artificial intelligence, and service automation on service quality in hospitality. In S. Ivanov, & C. Webster (Eds.), Robots, Artificial Intelligence and Service Automation in Travel, Tourism and Hospitality UK: Emerald Publishing.
Naumov, Nick. / The impact of robots, artificial intelligence, and service automation on service quality in hospitality. Robots, Artificial Intelligence and Service Automation in Travel, Tourism and Hospitality. editor / Stanislav Ivanov ; Craig Webster. UK : Emerald Publishing, 2019.
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Naumov, N 2019, The impact of robots, artificial intelligence, and service automation on service quality in hospitality. in S Ivanov & C Webster (eds), Robots, Artificial Intelligence and Service Automation in Travel, Tourism and Hospitality. Emerald Publishing, UK.

The impact of robots, artificial intelligence, and service automation on service quality in hospitality. / Naumov, Nick.

Robots, Artificial Intelligence and Service Automation in Travel, Tourism and Hospitality. ed. / Stanislav Ivanov; Craig Webster. UK : Emerald Publishing, 2019.

Research output: Contribution to Book/Report typesChapter

TY - CHAP

T1 - The impact of robots, artificial intelligence, and service automation on service quality in hospitality

AU - Naumov, Nick

PY - 2019/2/14

Y1 - 2019/2/14

N2 - Purpose- The purpose of this chapter is to critically evaluate the implementation of technologies from the perspective of guest services, innovation and visitorexperiences. The paper focuses on the value of robots, service automation andartificial intelligence in hospitality and examines their influence on service qualityDesign/methodology/approach- The chapter is a critical and conceptual overview of the emergence and implementation of robots, service automation and artificialintelligence 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 ofRAISA in a hospitality context and examine their impacts on service quality. Thechapter is a critical examination of the potential of RAISA to transform the serviceexperience and raises some fundamental questions regarding the need for RAISA, its practical implications and impact over the understanding and measurement of service quality.

AB - Purpose- The purpose of this chapter is to critically evaluate the implementation of technologies from the perspective of guest services, innovation and visitorexperiences. The paper focuses on the value of robots, service automation andartificial intelligence in hospitality and examines their influence on service qualityDesign/methodology/approach- The chapter is a critical and conceptual overview of the emergence and implementation of robots, service automation and artificialintelligence 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 ofRAISA in a hospitality context and examine their impacts on service quality. Thechapter is a critical examination of the potential of RAISA to transform the serviceexperience and raises some fundamental questions regarding the need for RAISA, its practical implications and impact over the understanding and measurement of service quality.

KW - Tourism

KW - Hospitality

KW - Service Quality

KW - Service Automation

KW - Robots

KW - Artificial Intelligence

M3 - Chapter

BT - Robots, Artificial Intelligence and Service Automation in Travel, Tourism and Hospitality

A2 - Ivanov, Stanislav

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PB - Emerald Publishing

CY - UK

ER -

Naumov N. The impact of robots, artificial intelligence, and service automation on service quality in hospitality. In Ivanov S, Webster C, editors, Robots, Artificial Intelligence and Service Automation in Travel, Tourism and Hospitality. UK: Emerald Publishing. 2019