...’ knowledge, this study is the first to show how recipes of reasons for (facilitating factors) and reasons against (hindering factors) using chatbots in H&TI are formed. Radical and disruptive technological innovations make many existing modes of work obsolete and provoke the emergence of an increased...

... humanized perspective to experience research and management is deemed important given the contemporary socio-economic, environmental and technological challenges of the environment. Research limitations/implications This paper identifies a set of theoretical and managerial implications to help scholars...

...Hyekyung Park; Minwoo Lee; Ki-Joon Back Purpose With the increasing importance of technology in hospitality and tourism, technology-driven service innovation has been a salient topic discussed from both customers’ and suppliers’ perspectives. However, there has been a lack of research...

... search keywords and databases. This study offers vital practical implications for the future integration of emerging technologies to fulfill accessible hospitality and tourism. It also demonstrates the pressing need for more interconnected global collaborations for this important initiative...

... theory and current customer equity literature and advance the implementation of innovative service design in hospitality. Equity theory Customer equity Service design COVID-19 pandemic Contactless service Hospitality technology Technology The COVID-19 pandemic has put the hospitality...

...Cristian Morosan; Agnes DeFranco Purpose As social distancing procedures can be facilitated by various hotel technologies, the purpose of this paper is to investigate the extent to which consumers develop perceptions of value regarding the use of certain hotel technologies for social distancing...

... that anthropomorphism could be used but should not replace the sector’s anthropocentrism. The study conveys tourists’ concerns over technological (robot) determinism. At the start of the COVID-19 outbreak, organizations rushed to deploy robots to serve customers, such as “Little Peanut” (Cuthbertson, 2020) who...

... a holistic perspective on managing a positive customer experience, through collaboration among marketing, operations, design, human resources and strategy, in association with technology and social media. Research limitations/implications The literature review and commentaries from leading experts reveal...