Title

A Systematic Review of AI Technology-Based Service Encounters: Implications for Hospitality and Tourism Operations

Document Type

Article

Publication Date

4-6-2021

Publication Title

International Journal of Hospitality Management

Volume

95

First page number:

1

Last page number:

10

Abstract

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.

Keywords

Artificial intelligence (AI); Public health emergency; Service encounter; Service experience; Systematic review

Disciplines

Hospitality Administration and Management

Language

English

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