The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. Issue 7 (2nd October 2020)

• Record Type: Journal Article
• Authors: Prentice, Catherine; Dominique Lopes, Sergio; Wang, Xuequn
• Is Part Of: Journal of hospitality marketing & management. Volume 29:Issue 7(2020)
• Page Start: 739
• Page End: 756
• Publication Date: 2020-10-02
• Subjects: Artificial intelligence -- service quality -- customer loyalty -- hotels; Hospitality industry -- Marketing -- Periodicals; Leisure industry -- Marketing -- Periodicals; 338.47910688
• DOI: 10.1080/19368623.2020.1722304
• Languages: English
• ISSNs: 1936-8623

Abstract

ABSTRACT: The study discusses artificial intelligence (AI) – powered applications as a commercial service with a focus on the hotel industry. This research is approached from the customers' perspective and examines how AI and employee service quality influence customer satisfaction and loyalty. The study was conducted in multiple hotels in Portugal and focused on departure guests who had experienced both AI and employee services associated with the surveyed hotels. The results show that both AI and employee service quality explain significant variances in overall service quality assessment as well as customer satisfaction and loyalty. However, only certain service quality dimensions made unique variances in the outcomes of interest. When regressing both AI and employee service quality in the same equation, AI becomes negative and insignificant. This study contributes to the AI and customer loyalty research. The findings of this study have financial implications for hotels and provide insights into optimal resource allocation.