A Systematic Review of AI Technology-Based Service Encounters: Implications for Hospitality and Tourism Operations
International Journal of Hospitality Management
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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.
Artificial intelligence (AI); Public health emergency; Service encounter; Service experience; Systematic review
Hospitality Administration and Management
A Systematic Review of AI Technology-Based Service Encounters: Implications for Hospitality and Tourism Operations.
International Journal of Hospitality Management, 95