款待
旅游
服务(商务)
酒店业
业务
知识管理
酒店管理学
营销
服务提供商
公共关系
计算机科学
政治学
法学
作者
Minglong Li,Dexiang Yin,Hailian Qiu,Billy Bai
标识
DOI:10.1016/j.ijhm.2021.102930
摘要
The hospitality and tourism industry faces serious challenges during public health emergencies such as COVID-19. Managers are concerned not only about how to maintain business and provide humanized services but also about social distancing. This study presented artificial intelligence (AI) technology-based service encounters as a possible solution and examined the antecedents and consequences of the encounter triad including customers, employees, and AI. Based on a systematic literature review, the study identified 4 modes of AI technology-based service encounters: AI-supplemented, AI-generated, AI-mediated, and AI-facilitated encounters. In addition, the study developed an integrated model to specify the factors that influence AI technology-infused service encounters in general and the customer service outcomes that result from the encounters. The findings contribute to service management and AI application theoretically and practically.
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