...Judith Solanas; Mehmet Bahri Saydam; Hasan Evrim Arici Purpose Through a qualitative systematic literature review, this paper aims to elucidate the role of artificial intelligence ( AI ) in hospitality and tourism (H&T) customer experience domain. Design/methodology/approach A total of 51...

...Anil Bilgihan; Arthur Huang; Yuchen Liu Purpose This paper aims to explore the integration and impact of digital twins in the hospitality and tourism industry, identifying benefits for operational efficiency, customer experience and sustainability. It explains the current adoption landscape...

...。 © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Despite the widespread use of robotic technologies in the hospitality, leisure and tourism industries, customer experience with robot-assisted services has yet to be examined extensively (Zemke et...

..., transportation) in Europe. This approach aimed to understand the diverse perspectives on the benefits and challenges of implementing BCT in their opera Findings The results indicate mixed perceptions regarding blockchain adoption. While there are positive views on BCT’s potential to enhance customer experience...

...。 研究创新 本研究有助于理解感知安全性在服务机器人使用中的作用, 突显了用户信任和在人机交互中的舒适感的重要性。它还探讨了服务保证与服务机器人之间的新颖联系, 为用户中心环境中机器人性能可靠性提供了见解。 Customer experience Personal engagement Robotic safety and hygiene Customers Intentions 机器人安全与卫生 顾客体验, 个人参与, 顾客意愿 This study adds knowledge about factors influencing...

... and perceived comfort of specific functional areas (e.g. waiting and seating areas) can shape customer experience (Harrington et al., 2015). Previous studies demonstrate that ambient attributes can influence diners’ experience through the atmosphere created by the combination of the sensory cues (e.g...

...Van-Ho Nguyen; Thanh Ho Purpose This study aims to analyse online customer experience in the hospitality industry through dynamic topic modelling (DTM) and net promoter score (NPS). A novel model that was used for collecting, pre-processing and analysing online reviews was proposed to understand...

..., on this issue to generate a holistic view of customer experience. Design/methodology/approach This study analysed data from Google Reviews, TripAdvisors and Twitter, consisting of 41,914 records within a three-year span, about Komodo National Park, Indonesia. An explanatory sequential mixed method was performed...

... to combine extended customer experience with AR marketing activities to explain and predict usage and purchase intention. Design/methodology/approach The eight key factors integrated into the extended customer experience are used as environmental stimulation factors, and Wanna Kicks and FitGlasses are used...

...该基于“清洁度”和“整体评论”来开发不同的战略。 研究原创性/价值 本论文补充了现有Airbnb用户体验的文献, 通过Leximancer 4.0 软件来分析美国16个城市的网络评论 The concept of customer experience is extracted from “customer satisfaction” and has been widely discussed in hospitality (Ali, 2016). Meyer and Schwager (2007) define “customer experience...

... Emerald Publishing Limited 2019 Emerald Publishing Limited Licensed re-use rights only Service innovation Customer value Customer experience Customer engagement Value co-creation Technology Critical review In the service context, service innovation is a key source of creating...

... in the firm’s co-creation and co-innovation process. Leading service firms already rely on online brand communities to stay on the cutting edge. Co-creation represents a unique, strategic partnership between the firm and the customer that can enhance both the customer experience and the firm’s innovativeness...