A Study on the Factors Affect the Technology Satisfaction on AI Based Self-service Technology Service Failure in Hotel

The advancement of technology following the Fourth Industrial Revolution and the surge in demand for untact services caused by COVID-19 will gradually expand the scope of service automation through artificial intelligence (AI) technologies. In practice, numerous hotels are adopting AI-based service...

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Detalles Bibliográficos
Autores principales: QianTing, Lu, Chung, Hee Chung, Chung, Namho
Formato: Online Artículo Texto
Lenguaje:English
Publicado: 2020
Materias:
Article
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7798077/
http://dx.doi.org/10.1007/978-3-030-65785-7_10
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author QianTing, Lu
Chung, Hee Chung
Chung, Namho
author_facet QianTing, Lu
Chung, Hee Chung
Chung, Namho
author_sort QianTing, Lu
collection PubMed
description The advancement of technology following the Fourth Industrial Revolution and the surge in demand for untact services caused by COVID-19 will gradually expand the scope of service automation through artificial intelligence (AI) technologies. In practice, numerous hotels are adopting AI-based service technologies, but it is still in its early stage to provide guidelines for the overall service strategy for this technology. Therefore, this study conducted a study on the failure of AI based self-service technologies (SSTs), service recovery, and the psychological expectations of customers’ SST. An online survey was conducted on respondents who had experience using AI based SSTs, and a total of 370 responses were used for analysis. As a result of structural model analysis through AMOS, it was found that adequate service recovery and low expectations for SSTs were satisfied with SSTs and hotels as a result, even if service failures were experienced. These findings provide specific practical guidelines for many hotels promoting AI-based service automation.
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spelling pubmed-77980772021-01-11 A Study on the Factors Affect the Technology Satisfaction on AI Based Self-service Technology Service Failure in Hotel QianTing, Lu Chung, Hee Chung Chung, Namho Information and Communication Technologies in Tourism 2021 Article The advancement of technology following the Fourth Industrial Revolution and the surge in demand for untact services caused by COVID-19 will gradually expand the scope of service automation through artificial intelligence (AI) technologies. In practice, numerous hotels are adopting AI-based service technologies, but it is still in its early stage to provide guidelines for the overall service strategy for this technology. Therefore, this study conducted a study on the failure of AI based self-service technologies (SSTs), service recovery, and the psychological expectations of customers’ SST. An online survey was conducted on respondents who had experience using AI based SSTs, and a total of 370 responses were used for analysis. As a result of structural model analysis through AMOS, it was found that adequate service recovery and low expectations for SSTs were satisfied with SSTs and hotels as a result, even if service failures were experienced. These findings provide specific practical guidelines for many hotels promoting AI-based service automation. 2020-11-28 /pmc/articles/PMC7798077/ http://dx.doi.org/10.1007/978-3-030-65785-7_10 Text en © The Author(s) 2021 Open Access This chapter is licensed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made. The images or other third party material in this chapter are included in the chapter's Creative Commons license, unless indicated otherwise in a credit line to the material. If material is not included in the chapter's Creative Commons license and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder.
spellingShingle Article
QianTing, Lu
Chung, Hee Chung
Chung, Namho
A Study on the Factors Affect the Technology Satisfaction on AI Based Self-service Technology Service Failure in Hotel
title A Study on the Factors Affect the Technology Satisfaction on AI Based Self-service Technology Service Failure in Hotel
title_full A Study on the Factors Affect the Technology Satisfaction on AI Based Self-service Technology Service Failure in Hotel
title_fullStr A Study on the Factors Affect the Technology Satisfaction on AI Based Self-service Technology Service Failure in Hotel
title_full_unstemmed A Study on the Factors Affect the Technology Satisfaction on AI Based Self-service Technology Service Failure in Hotel
title_short A Study on the Factors Affect the Technology Satisfaction on AI Based Self-service Technology Service Failure in Hotel
title_sort study on the factors affect the technology satisfaction on ai based self-service technology service failure in hotel
topic Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7798077/
http://dx.doi.org/10.1007/978-3-030-65785-7_10
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