A systematic review of AI technology-based service encounters: Implications for hospitality and tourism operations. (May 2021)

• Record Type: Journal Article
• Authors: Li, Minglong; Yin, Dexiang; Qiu, Hailian; Bai, Billy
• Is Part Of: International journal of hospitality management. Volume 95(2021)
• Publication Date: 2021-05
• Subjects: Service encounter -- Artificial intelligence (AI) -- Service experience -- Public health emergency -- Systematic review; Hotel management -- Periodicals; Restaurant management -- Periodicals; Food service management -- Periodicals; Hôtels -- Gestion -- Périodiques; Restaurants -- Gestion -- Périodiques; Services alimentaires -- Gestion -- Périodiques; Food service management; Hotel management; Restaurant management; Periodicals; 647.94
• DOI: 10.1016/j.ijhm.2021.102930
• Languages: English
• ISSNs: 0278-4319

Abstract

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. Highlights: AI technology-based service encounters solve the challenge of providing hospitableness while maintaining distance through two ways: avoidance and coping. Four modes of AI technology-based service encounters were identified: AI-supplemented, AI-generated, AI-mediated, and AI-facilitated encounters. Public health emergencies influence AI technology-based service encounters through customer-based, firm-based, and context-based factors. An integrated model explains the influence of AI technology-based service encounter on customer service outcomes in the COVID-pandemic.