Noor, Nurhafihz, Zainol, Zahirah, and Tong, Ashley (2024) Enhancing hospitality service quality with artificial intelligence. In: Thaichon, Park, Kumar Dutta, Pushan, Raj Chelliah, Pethuru, and Gupta, Sachin, (eds.) Technology and Luxury Hospitality: AI, Blockchain and the Metaverse. Routledge Studies in Luxury Management . Routledge, Abingdon, Oxon, UK, pp. 182-198.

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Abstract

The resurgence of the hospitality industry and the increasing use of artificial intelligence in service have resulted in new customer expectations and opportunities to enhance the quality of hospitality services. Accordingly, a clear understanding of these new service quality expectations and how best to design and implement these new technologies for the benefit of hospitality managers and consumers is key. This chapter provides theoretical and practical insights into how artificial intelligence service agents such as chatbots and robots in key hospitality sectors can provide excellent service quality and enhance customer relationships and well-being. The latest examples are illustrated to explore the application of AI within the hospitality industry, outlining the diverse prospects and obstacles that these advanced technologies offer to restaurant owners, hotel operators and other experts in the field.

Item ID:	82823
Item Type:	Book Chapter (Research - B1)
ISBN:	9781003488248
Keywords:	service quality, service management, artificial intelligence, hospitality, service robots, chatbots
Copyright Information:	© 2024 selection and editorial matter, Park Thaichon, Pushan Kumar Dutta, Pethuru Raj Chelliah and Sachin Gupta; individual chapters, the contributors
Date Deposited:	21 May 2024 01:03
FoR Codes:	35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350611 Service marketing @ 40% 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3503 Business systems in context > 350307 Technology management @ 30% 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3504 Commercial services > 350402 Hospitality management @ 30%
SEO Codes:	11 COMMERCIAL SERVICES AND TOURISM > 1199 Other commercial services and tourism > 119901 Hospitality services @ 50% 15 ECONOMIC FRAMEWORK > 1503 Management and productivity > 150303 Marketing @ 50%
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