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Keywords: Intelligent machine usage
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Journal Articles
International Journal of Contemporary Hospitality Management (2026) 38 (3): 1092–1109.
Published: 16 February 2026
...Wenzhu Cai; Xiaohua Yu; Xiulan Meng Purpose This study aims to examine when and how intelligent machine usage facilitates or inhibits employees’ proactive customer service behaviour ( PCSB ). Design/methodology/approach This study used a scenario-based experiment and two-wave survey to collect...
Includes: Supplementary data
