Robots, artificial intelligence, and service automation in travel, tourism and hospitality / edited by Stanislav Ivanov, Craig Webster.

Cover image for Robots, artificial intelligence, and service automation in travel, tourism and hospitality / edited by Stanislav Ivanov, Craig Webster.

ISBN:

9781787566873

9781787566897

Title:

Robots, artificial intelligence, and service automation in travel, tourism and hospitality / edited by Stanislav Ivanov, Craig Webster.

Author:

Ivanov, Stanislav, editor.

Edition:

First edition.

Physical Description:

1 online resource (xxi, 274 pages)

Contents:

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

Local Note:

eBooks on EBSCOhost

Subject Term:

Technological innovations -- Management.

Business enterprises -- Technological innovations.

Tourism -- Technological innovations.

Hospitality industry -- Technological innovations.

Robotics.

Automation.

Artificial intelligence.

Added Author:

Ivanov, Stanislav,

Webster, Craig,

Format:

Electronic Resources

Electronic Access:

Click here to view ebook

Publication Date:

2019

Publication Information:

Bingley, UK :

Emerald Publishing Limited,

2019.

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
658.514 23	1:E-BOOK	1	1:ONLINE	Searching... Unknown

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Summary

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.

Author Notes

Stanislav Ivanov is Professor and Vice Rector (Research) at Varna University of Management, Bulgaria. He is the Founder and Editor-in-chief of the European Journal of Tourism Research and serves in the Editorial boards of over 30 other journals. Alongside publications in multiple academic journals, such as Tourism Management and Tourism Economics , he is also the author of Hotel Revenue Management: From Theory to Practice (2014). Craig Webster is an Associate Professor in the Department of Management at Ball State University, USA. His research interests include the political economy of tourism, public opinion analysis, and human rights. He is the Editor-in-Chief of Tourism Today , has published in numerous international peer-reviewed journals, and is the co-editor of Future Tourism: Political, Social, and Economic Challenges (2012).