Robots, Artificial Intelligence and Service Automation in Travel, Tourism and Hospitality

Description

Using a combination of theoretical discussion and real-world case studies, this book analyses the use of robotics, artificial intelligence and services automation (RAISA) within the travel, tourism and hospitality industries.  Divided into two sections, the book first concentrates on the theoretical aspects surrounding the use of RAISA in travel, tourism and hospitality. Themes explored include: economic fundamentals customer attitudes chatbot adoption service quality Following on from this, the second section concentrates on current and future use of RAISA technologies in specific subsectors of the tourism economy: hotels, restaurants, travel agencies, museums, and events.  With an international scope of authorship and focus, the book is a useful reference source for scholars, students, and general readers interested in robotics, artificial intelligence, and automation technologies. Alongside this, the business insights and case studies examined in the book offer practitioners guidance on how these technologies can and will be incorporated into organizations, particularly those in the travel and tourism industry. Robots, Artificial Intelligence, and Service Automation in Travel, Tourism and Hospitality Contents List of Tables List of Figures About the Contributors Acknowledgments Introduction: RAISA in Future Travel-related Industries 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 Introduction Raisa Technologies in TTH Service Automation in TTH Artificial Intelligence in TTH Robots in TTH Raisa in TTH – A Conceptual Framework Concluding Remarks References Chapter 2: Economic Fundamentals of the Use of Robots, Artificial Intelligence, and Service Automation in Travel, Tourism, and Hospitality Introduction Economic Fundamentals of RAISA – A Framework Cost-benefit Analysis of Investing in RAISA Technologies Financial and Non-financial Benefits of RAISA Adoption Financial and Non-financial Costs of RAISA Adoption Human Employees and RAISA Technologies – Substitution Versus Enhancement What is the Adoption of RAISA Technologies Worth? Conclusion References Chapter 3: Self-service Technologies in the Travel, Tourism, and Hospitality Sectors: Principles and Practice Introduction Definition and Classifications of SSTs Benefits and Drawbacks from SST Implementation Benefits for Service Providers Benefits for Customers Drawbacks for Service Providers Drawbacks for Customers SST Adoption and Usage by Customers Value Co-creation and Customer Roles in SSTs Convenience Seeker Role Motivated Worker Role Judge Role Enforced Worker Role Unskilled Worker Role Assistance Provider Role Conclusion and Agenda for Further Research References Chapter 4: Customer Attitudes Toward Robots in Travel, Tourism, and Hospitality: A Conceptual Framework Introduction Definition and Main Characteristics of Attitudes Customer Attitudes Toward Technology Customer Attitudes Toward Robots in TTH: Definition and Characteristics Conclusion References Chapter 5: Making Sense of Robots: Consumer Discourse on Robots in Tourism and Hospitality Service Settings Introduction Literature Review Attitudes toward Service Robots Technology Sensemaking Technology Ideology Methodology Findings Conclusion References Chapter 6: Chatbot Adoption in Tourism Services: A Conceptual Exploration Introduction Fundamentals of Chatbots Chatbot Intelligence Chatbots in the Tourism and Hospitality Industry Chatbots in the Airline Industry Chatbot Challenges Theoretical Background Institutional Theory Mimetic, Coercive, and Normative Isomorphism Organizational Learning Theory Discussion Conclusion References Chapter 7: The Impact of Robots, Artificial Intelligence, and Service Automation on Service Quality and Service Experience in Hospitality Introduction The Influence of RAISA on Service Quality and Service Experience RAISA and Service Quality – Implications for the Future Conclusion References Chapter 8: Greggg: A Scalable High-performance, Low-cost Hospitality Robot Introduction Literature Review Hospitality Robots in Airports and Hotels Hospitality Robots in Museums Tele-operated Hospitality Robots Limitations of Hospitality Robots Hardware Architecture of Greggg Hardware and Software Integration Use Case Actors Use Case Events Software Architecture of Greggg Tasks Performed by Greggg Future Work Conclusion References Appendix A. Hardware Components Listed in Fig. 4. 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 Introduction Guest Experience, Guest Cycle, and RAISA Application of RAISA During the Guest Cycle Application of RAISA at the Pre-arrival Stage Application of RAISA at the Arrival Stage Application of RAISA during the Occupancy Stage Application of RAISA during the Departure Stage Application of RAISA during the Assessment Stage Conclusions Practical Implications Pedagogical Implications Research Implications References Chapter 10: Robots, Artificial Intelligence, and Service Automation in Restaurants Introduction Artificial Intelligence in Restaurants Chatbots Voice-activated Technologies Biometric Identification Robots in Restaurants Robots at the Back of the House Front of the House Restaurant Robots Industry Insights Robotic Bars Service Automation Automated Restaurant Systems Automated Food Delivery Conclusions References Chapter 11: Robots, Artificial Intelligence, and Service Automation in Travel Agencies and Tourist Information Centers Introduction Travel Agencies Operations RAISA Technologies and Travel Agencies – Current Application RAISA Technologies in the Front Office Operations of TAs RAISA Technologies in the Back Office Operations of TAs RAISA Technologies in TICs Future Development of RAISA in Travel Agencies’ Operations AI for Personalization and Customization Integrated Smart Eco-system More Intelligent Internal Systems, Relying on Business Analytics and AI Concluding Remarks References Chapter 12: Robots, Artificial Intelligence, and Service Automation to the Core: Remastering Experiences at Museums Introduction A Chronological Framework of Museums’ Orientations: From Preservation-oriented to Technology Driven RAISA in Service Design: Participatory and Multisensory Experiences RAISA Approach to Preservation Management Museums as Labs of the Future Culture: Skillset for the RAISA Millennium Conclusion References Chapter 13: The Role of Robots, Artificial Intelligence, and Service Automation in Events Introduction RAISA and the Event Literature Understanding the Context of Events Applicability of RAISA to Events Introduction Security Safety Marketing Staging Operations Venue Event Experience Conclusion References Index