List of Tables ix List of Figures xi...

List of Tables	ix
List of Figures	xi
About the Contributors	xv
Acknowledgments	xxii
Introduction: RAISA in Future Travel-related Industries Craig Webster and Stanislav Ivanov	1
Section 1: Theoretical Issues of Robots, Artificial Intelligence, and Service Automation in Travel, Tourism, and Hospitality
Chapter 1 Conceptual Framework of the Use of Robots, Artificial Intelligence, and Service Automation in Travel, Tourism, and Hospitality Companies
Stanislav Ivanov and Craig Webster	7
Chapter 2 Economic Fundamentals of the Use of Robots, Artificial Intelligence, and Service Automation in Travel, Tourism, and Hospitality
Stanislav Ivanov and Craig Webster	39
Chapter 3 Self-service Technologies in the Travel, Tourism, and Hospitality Sectors: Principles and Practice
Petranka Kelly, Jennifer Lawlor and Michael Mulvey	57
Chapter 4 Customer Attitudes Toward Robots in Travel, Tourism, and Hospitality: A Conceptual Framework
Velina Kazandzhieva and Hristina Filipova	79
Chapter 5 Making Sense of Robots: Consumer Discourse on Robots in Tourism and Hospitality Service Settings
Ulrike Gretzel and Jamie Murphy	93
Chapter 6 Chatbot Adoption in Tourism Services: A Conceptual Exploration
Dandison C. Ukpabi, Bilal Aslam and Heikki Karjaluoto	105
Chapter 7 The Impact of Robots, Artificial Intelligence, and Service Automation on Service Quality and Service Experience in Hospitality
Nikola Naumov	123
Chapter 8 Greggg: A Scalable High-performance, Low-cost Hospitality Robot
Sam R. Thangiah, Michael Karavias, Ryan Caldwell, Matthew Wherry, Jessica Seibert, Abdullah Wahbeh, Zachariah Miller and Alexander Gessinger	135
Section 2: Application of Robots, Artificial Intelligence, and Service Automation in Travel, Tourism, and Hospitality
Chapter 9 Robots, Artificial Intelligence, and Service Automation in Hotels
Georgina Lukanova and Galina Ilieva	157
Chapter 10 Robots, Artificial Intelligence, and Service Automation in Restaurants
Katerina Berezina, Olena Ciftci and Cihan Cobanoglu	185
Chapter 11 Robots, Artificial Intelligence, and Service Automation in Travel Agencies and Tourist Information Centers
Maya Ivanova	221
Chapter 12 Robots, Artificial Intelligence, and Service Automation to the Core: Remastering Experiences at Museums
Nuria Recuero Virto and Maria Francisca Blasco López
Chapter 13 The Role of Robots, Artificial Intelligence, and Service Automation in Events
Alfred Ogle and David Lamb	255
Index	271

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