Access the full text.
Sign up today, get DeepDyve free for 14 days.
A. Leonidis, Maria Korozi, George Margetis, Dimitris Grammenos, C. Stephanidis (2013)
An Intelligent Hotel Room
U. Gretzel, M. Sigala, Zheng Xiang, C. Koo (2015)
Smart tourism: foundations and developmentsElectronic Markets, 25
Maksim Godovykh, A. Pizam, Frida Bahja (2021)
Antecedents and outcomes of health risk perceptions in tourism, following the COVID-19 pandemicTourism Review
U. Gretzel (2011)
Intelligent systems in tourism: a social science perspectiveAnnals of Tourism Research, 38
Automating hospitality in times of social distancing ”
C. Cobanoglu, K. Berezina, M. Kasavana, M. Erdem (2011)
The Impact of Technology Amenities on Hotel Guest Overall SatisfactionJournal of Quality Assurance in Hospitality & Tourism, 12
Dimitrios Buhalis, Rosanna Leung (2018)
Smart hospitality—Interconnectivity and interoperability towards an ecosystemInternational Journal of Hospitality Management, 71
Asia's Hotels Warming Up to Automation Thanks to Growing Social Distancing Norms
Hanyoung Go, Myunghwa Kang, SeungBeum Suh (2020)
Machine learning of robots in tourism and hospitality: interactive technology acceptance model (iTAM) – cutting edgeTourism Review, 75
(2018)
Is Your Product Development Ready for Zero-Touch User Interfaces?
T. Fernandes, E. Oliveira (2021)
Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoptionJournal of Business Research, 122
S. Nadkarni, Florian Kriechbaumer, M. Rothenberger, Natasa Christodoulidou (2019)
The path to the Hotel of Things: Internet of Things and Big Data converging in hospitalityJournal of Hospitality and Tourism Technology
Dimitrios Buhalis, Yeyen Sinarta (2019)
Real-time co-creation and nowness service: lessons from tourism and hospitalityJournal of Travel & Tourism Marketing, 36
(2006)
Intensive interviewing
(2018)
Transforming the Travel Experience Through Voice
Nagaraj Samala, Bharath Katkam, R. Bellamkonda, R. Rodriguez (2020)
Impact of AI and robotics in the tourism sector: a critical insightJournal of Tourism Futures
G. Lukanova, G. Ilieva (2019)
Robots, Artificial Intelligence, and Service Automation in HotelsRobots, Artificial Intelligence, and Service Automation in Travel, Tourism and Hospitality
(2006)
Constructing Grounded Theory: A practical guide through qualitative analysis Kathy Charmaz Constructing Grounded Theory: A practical guide through qualitative analysis Sage 224 £19.99 0761973532 0761973532 [Formula: see text].Nurse researcher, 13 4
Stanislav Ivanov, C. Webster (2020)
Robots in tourism: A research agenda for tourism economicsTourism Economics, 26
M. Sorrells (2020)
Google expedites launch of contactless guest system for hotels in response to COVID
Jonas Foehr, C. Germelmann (2020)
Alexa, Can I Trust You? Exploring Consumer Paths to Trust in Smart Voice-Interaction TechnologiesJournal of the Association for Consumer Research, 5
(2018)
2019 Lodging Technology Study: Hotels Gear Up for the Age of Augmented Authenticity ”
Daisy Fan, Dimitrios Buhalis, Bingna Lin (2019)
A tourist typology of online and face-to-face social contact: Destination immersion and tourism encapsulation/decapsulationAnnals of Tourism Research
A. Ram, R. Prasad, Chandra Khatri, Anu Venkatesh, Raefer Gabriel, Qing Liu, J. Nunn, Behnam Hedayatnia, Ming Cheng, Ashish Nagar, Eric King, Kate Bland, Amanda Wartick, Yi Pan, Han Song, Sk Jayadevan, Gene Hwang, Art Pettigrue (2018)
Conversational AI: The Science Behind the Alexa PrizeArXiv, abs/1801.03604
(2021)
The Service Revolution , Intelligent Automation and Service Robots ”
M. Porter, J. Heppelmann (2014)
How Smart, Connected Products Are Transforming CompetitionHarvard Business Review, 92
Stefanie Paluch, Jochen Wirtz (2020)
Artificial Intelligence and Robots in the Service EncounterJournal of Service Management Research
Veton Këpuska, Gamal Bohouta (2018)
Next-generation of virtual personal assistants (Microsoft Cortana, Apple Siri, Amazon Alexa and Google Home)2018 IEEE 8th Annual Computing and Communication Workshop and Conference (CCWC)
(2020)
Google expedites launch of contactless guest system for hotels in response to COVID”, available at https://www.phocuswire.com/google-assistant-nest-hub-hotel-solution (accessed
Mohammed Tegegn, Haymanot Wolde, Leta Ashebir, K. Debela (2023)
“An all-inclusive, user-friendly resource”: A Review of Taylor, Bogdan, and DeVault’s Introduction to Qualitative Research Methods: A Guidebook and Resource (4th Edition)The Qualitative Report
Fauzia Jabeen, Shehla Zaidi, Maryam Dhaheri (2021)
Automation and artificial intelligence in hospitality and tourismTourism Review
T. Mihalič, Dimitrios Buhalis (2013)
ICT as a new competitive advantage factor – case of small transitional hotel sector, 15
Isabela Motta, Manuela Quaresma (2021)
Understanding Task Differences to Leverage the Usability and Adoption of Voice Assistants (VAs)
V. Pitardi, Hannah Marriott (2021)
Alexa, she's not human but… Unveiling the drivers of consumers' trust in voice‐based artificial intelligencePsychology & Marketing
Philipp Klaus, J. Zaichkowsky (2020)
AI voice bots: a services marketing research agendaJournal of Services Marketing, 34
Pascal Kowalczuk (2018)
Consumer acceptance of smart speakers: a mixed methods approachJournal of Research in Interactive Marketing
T. Car, Ljubica Stifanich, Mislav Šimunić (2019)
INTERNET OF THINGS (IOT) IN TOURISM AND HOSPITALITY: OPPORTUNITIES AND CHALLENGES
A Long Path To Zero UI
(2019)
“ Smart Spaces: Electrical contractors’ partner with integrators to infuse IoT technology into hotels ”
Dimitrios Buhalis, T. Harwood, Vanja Bogičević, G. Viglia, Srikanth Beldona, C. Hofacker (2019)
Technological disruptions in services: lessons from tourism and hospitalityJournal of Service Management
Stefanie Paluch, Jochen Wirtz, W. Kunz (2020)
Service Robots and the Future of Services
S. Merriam (2009)
Qualitative Research: A Guide to Design and Implementation
Economic and Business Review for Central and South-Eastern Europe, 15
Daehee Park, Heesung Park, Scott Song (2020)
A Method for Increasing User Engagement with Voice Assistant System
Atieh Poushneh (2021)
Humanizing voice assistant: The impact of voice assistant personality on consumers’ attitudes and behaviorsJournal of Retailing and Consumer Services, 58
Dilawar Zwakman, Debajyoti Pal, C. Arpnikanondt (2021)
Usability Evaluation of Artificial Intelligence-Based Voice Assistants: The Case of Amazon AlexaSn Computer Science, 2
Iis Tussyadiah (2020)
A review of research into automation in tourism: Launching the Annals of Tourism Research Curated Collection on Artificial Intelligence and Robotics in TourismAnnals of Tourism Research, 81
R. Law, Dimitrios Buhalis, C. Cobanoglu (2014)
Progress on information and communication technologies in hospitality and tourismInternational Journal of Contemporary Hospitality Management, 26
M. Guha (2006)
The Sage Handbook of Qualitative Research (3rd edition), 20
Stanislav Ivanov (2019)
Robots, Artificial Intelligence, and Service Automation in Travel, Tourism and Hospitality
(2020)
How Voice Assistants Are Helping the Environment—and How They Could Do More
Dimitrios Buhalis, Marie Foerste (2015)
SoCoMo marketing for travel and tourism: Empowering co-creation of valueJournal of Destination Marketing and Management, 4
Emi Moriuchi (2020)
An empirical study on anthropomorphism and engagement with disembodied AIs and consumers' re‐use behaviorPsychology & Marketing
Rajasshrie Pillai, Brijesh Sivathanu (2020)
Adoption of AI-based chatbots for hospitality and tourismInternational Journal of Contemporary Hospitality Management
Dimitrios Buhalis (2019)
Technology in tourism-from information communication technologies to eTourism and smart tourism towards ambient intelligence tourism: a perspective articleTourism Review
G. McCartney, A. Mccartney (2020)
Rise of the machines: towards a conceptual service-robot research framework for the hospitality and tourism industryInternational Journal of Contemporary Hospitality Management, 13
A. Paraskevas, Ioannis Katsogridakis, R. Law, Dimitrios Buhalis (2011)
Search Engine Marketing: Transforming Search Engines into Hotel Distribution ChannelsCornell Hospitality Quarterly, 52
(2019)
5G NR: Architecture, Technology, Implementation, and Operation of 3GPP New Radio Standards
P. Meyer, J. Jonas, Angela Roth (2020)
Frontline Employees' Acceptance of and Resistance to Service Robots in Stationary Retail - An Exploratory Interview StudyJournal of Service Management Research
(2021)
Robots”, The European Business Review, January-February
Nikolaos Stylos, A. Fotiadis, Dong-Hee Shin, T. Huan (2021)
Beyond smart systems adoption: Enabling diffusion and assimilation of smartness in hospitalityInternational Journal of Hospitality Management, 98
Voice assistants (VAs) empower human–computer interactions by recognising human speech and implementing commands pronounced by users. This paper aims to investigate VA-enabled interactions between hotels and guests in the hospitality context. The research positions VAs within the artificial intelligence (AI)-enabled Internet of Things (IoT) context, disrupting old practices and processes. Smart hospitality uses VAs to support effortless value cocreation for guests cost-effectively. The research examines consumer perceptions and expectations of hospitality VAs and explores VA capabilities through expert technology providers.Design/methodology/approachThis empirical paper investigates the current use and future implications of VAs for hotel environments. It uses qualitative, semi-structured in-depth interviews with 7 expert hospitality VA technology providers and 21 hotel guests who have VA experience. The research adopts a demand and supply approach, addressing the VAs in hospitality holistically.FindingsThe findings illustrate the requirements from both end-users’ sides, hotels and guests, exploring VA advantages and challenges. The analysis demonstrates that VAs increasingly become digital assistants. VA technology helps hotels to improve customer service, expand operational capability and reduce costs. Although in its infancy, VA technology has made progress towards optimising hotel operations and upgrading customer service. The study proposes a speech-enabled interactions model.Research limitations/implicationsThis research stimulates the transformation of hospitality services by using VAs and the development of smart hospitality and tourism ecosystems. The study can benefit from further research with hotel managers, to reflect hoteliers’ points of view and investigate their perception of VAs. Further research can also explore different aspects of consumer–VA interaction in different contexts.Practical implicationsThe paper makes a significant contribution to hospitality management and human–computer interaction best practices. It supports technology providers to reconsider how to develop suitable technology solutions towards improving their strategic competitiveness. It also explains how to use VAs cost-effectively and profitably while adding value to travellers’ experience.Originality/valueVA studies are often focussed on the technology in private households, rather than in commercial or hotel spaces. This paper contributes to the emerging literature on AI and IoT in smart hospitality and explores the acceptance and operationalisation of VAs. The research contributes to the conceptualisation of VA-enabled hotel services and explores positive and negative features, as well as future prospects.
Journal of Hospitality and Tourism Technology – Emerald Publishing
Published: Jun 10, 2022
Keywords: Hotels; Customer service; Artificial intelligence; Voice assistants; 语音助理; 酒店; 人工智能; 顾客服务
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.