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Pregled bibliografske jedinice broj: 1110911

The impacts of robots and artificial intelligence on service quality in the hotel industry


Marković, Suzana; Raspor Janković, Sanja; Zubović, Vedran
The impacts of robots and artificial intelligence on service quality in the hotel industry // Balkans journal of emerging trends in social sciences, 2 (2020), 163-170 doi:10.31410/Balkans.JETSS.2020.3.2.163-170 (međunarodna recenzija, članak, znanstveni)


CROSBI ID: 1110911 Za ispravke kontaktirajte CROSBI podršku putem web obrasca

Naslov
The impacts of robots and artificial intelligence on service quality in the hotel industry

Autori
Marković, Suzana ; Raspor Janković, Sanja ; Zubović, Vedran

Izvornik
Balkans journal of emerging trends in social sciences (2620-164X) 2 (2020); 163-170

Vrsta, podvrsta i kategorija rada
Radovi u časopisima, članak, znanstveni

Ključne riječi
Robots ; Service Quality (SQ) ; Artificial Intelligence (AI) ; Hotel Industry ; Content Analysis

Sažetak
Service robots and artificial intelligence promise to improve the service quality. Robotics in combination with rapidly improving technologies like artificial intelligence, bring opportunities for a wide range of innovations that have the potential to change service quality in hotel industry. Based on an extensive literature review, this article presents the acceptance of service robots in hotel industry. The paper acknowledges that the adoption of the robots and artificial intelligence on service quality is focused on the challenges of technological characteristics, customers’ readiness and practical effectiveness of the business. The study provides a comprehensive and systematic review of robots and AI concepts in a hotel industry and examines their impacts on service quality. The hotel industry future is going to be affected with high-tech tourism companies offering robot-automated services which rely on guidance to adopt and integrate robotics into their customer service operations.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija



POVEZANOST RADA


Ustanove:
Fakultet za menadžment u turizmu i ugostiteljstvu, Opatija,
Veleučilište u Rijeci

Citiraj ovu publikaciju:

Marković, Suzana; Raspor Janković, Sanja; Zubović, Vedran
The impacts of robots and artificial intelligence on service quality in the hotel industry // Balkans journal of emerging trends in social sciences, 2 (2020), 163-170 doi:10.31410/Balkans.JETSS.2020.3.2.163-170 (međunarodna recenzija, članak, znanstveni)
Marković, S., Raspor Janković, S. & Zubović, V. (2020) The impacts of robots and artificial intelligence on service quality in the hotel industry. Balkans journal of emerging trends in social sciences, 2, 163-170 doi:10.31410/Balkans.JETSS.2020.3.2.163-170.
@article{article, author = {Markovi\'{c}, Suzana and Raspor Jankovi\'{c}, Sanja and Zubovi\'{c}, Vedran}, year = {2020}, pages = {163-170}, DOI = {10.31410/Balkans.JETSS.2020.3.2.163-170}, keywords = {Robots, Service Quality (SQ), Artificial Intelligence (AI), Hotel Industry, Content Analysis}, journal = {Balkans journal of emerging trends in social sciences}, doi = {10.31410/Balkans.JETSS.2020.3.2.163-170}, volume = {2}, issn = {2620-164X}, title = {The impacts of robots and artificial intelligence on service quality in the hotel industry}, keyword = {Robots, Service Quality (SQ), Artificial Intelligence (AI), Hotel Industry, Content Analysis} }
@article{article, author = {Markovi\'{c}, Suzana and Raspor Jankovi\'{c}, Sanja and Zubovi\'{c}, Vedran}, year = {2020}, pages = {163-170}, DOI = {10.31410/Balkans.JETSS.2020.3.2.163-170}, keywords = {Robots, Service Quality (SQ), Artificial Intelligence (AI), Hotel Industry, Content Analysis}, journal = {Balkans journal of emerging trends in social sciences}, doi = {10.31410/Balkans.JETSS.2020.3.2.163-170}, volume = {2}, issn = {2620-164X}, title = {The impacts of robots and artificial intelligence on service quality in the hotel industry}, keyword = {Robots, Service Quality (SQ), Artificial Intelligence (AI), Hotel Industry, Content Analysis} }

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  • TDNet and OCLC


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