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

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