Intro; 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 TTHRobots 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 RoleConclusion 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 IdeologyMethodology; 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