The Impact Of AI On Service Quality And Customer Perception: Case Of AI Based Service And Ai Service Quality In Customer Hotel Dm (Decision Making), Making Process (2025)

The Impact Of AI On Service Quality And Customer Perception: Case Of Luxury And Non-Luxury Hotels

The 3rd International Students Conference on Academic Multidisciplinary Research 2023 April 26, 2023 Conference Room No. 1, 2023

Implication of Artificial Intelligence in Hospitality Marketing

IGI Global, USA, 2024

The chapter investigates the impact of artificial intelligence (AI) on marketing strategies in the hospitality industry. It discusses how AI technologies like machine learning, natural language processing, and computer vision have transformed customer interactions. The chapter emphasizes the importance of AI in learning and adapting to customer behavior and standards, highlighting its significant role in the industry. This chapter explores the practical applications of AI in the hospitality industry, highlighting its potential in creating unique customer profiles and providing personalized tips. Predictive analytics reveals AI's ability to anticipate vacation patterns and enable dynamic pricing, enabling businesses to adapt to market changes. The chapter emphasizes the marketing significance of augmented and virtual reality, highlighting their potential to provide immersive experiences and influence customer decisions through virtual tours. The chapter concludes by highlighting the industry's progress in AI and the need for further research.

Bulchand-Gidumal, J., William, E., O’Connor, P., Buhalis, D., 2023, Artificial Intelligence’s impact on Hospitality and Tourism Marketing: Exploring key themes and addressing challenges, Current Issues in Tourism, https://doi.org/10.1080/13683500.2023.2229480.

Bulchand-Gidumal, J., William, E., O’Connor, P., Buhalis, D., 2023, Artificial Intelligence’s impact on Hospitality and Tourism Marketing: Exploring key themes and addressing challenges, Current Issues in Tourism, https://doi.org/10.1080/13683500.2023.2229480. ABSTRACT Understanding how Artificial Intelligence (AI) impacts organizational functions supports stakeholders to prepare accordingly and profit from these developments. Adopting a grounded theory approach, this study uses three interlinked stages (in-depth interviews, focus groups and a questionnaire-based survey) to explore the impact of AI on the marketing function of hotels. The results identify ten trends related to AI’s contribution to hotel marketing, clustered in four themes. AI reengineers internal processes and procedures by enabling data and content as catalysts of competitiveness; empowering the augmented worker and performing mass personalization and customization. AI also impacts relationships with stakeholders by determining return on investment; improving sustainability; and governing legal aspects and ethics regarding data use. AI supports networks to which the organizations belong by concentrating and integrating organizations and transforming distribution models. AI transforms customer processes and services by engaging smart and predictive customer care and by employing predictive and augmented product and service design. The study illustrates the changes that AI will likely bring to hospitality and tourism marketing, developing a research agenda and raising discussion points for academic and industry practitioners respectively. KEYWORDS: AI marketing customization personalization innovation big data

AI IN HOSPITALITY INDUSTRY: A COMPREHENSIVE STUDY ON ITS IMPACT ON OPERATIONS, CUSTOMER EXPERIENCE, AND REVENUE MANAGEMENT

VII-International European Conference on Interdisciplinary Scientific Research,, 2023

The hospitality industry is experiencing a rapid transformation due to the increasing adoption of artificial intelligence (AI) in various aspects of hotel operations. The work aims to investigate the impact of AI on hotel operations, customer experience, and revenue management. Through an extensive review of literature and case studies, the article examines how hotels are using AI to automate their operations, personalize guest experiences, and optimize revenue management; explores the benefits and challenges of implementing AI in these areas and how they differ across different types of hotels and markets. The results suggest that AI has a significant impact on operational efficiency, cost savings, and quality of service. The use of AI can help hotels to reduce manual labor and streamline processes, leading to significant cost savings. By providing personalized recommendations and experiences, AI can enhance guest satisfaction, loyalty, and repeat business. In terms of revenue management, AI enables hotels to optimize pricing, forecasting, and inventory allocation, leading to increased revenue, occupancy rates, and profitability. Furthermore, the study discusses some potential future developments or trends in the use of AI in the hospitality industry. These include the integration of AI with other emerging technologies, such as virtual and augmented reality, and the development of AI-powered robots that can perform a wider range of tasks. These developments may impact hotel operations and customer experience by increasing efficiency, personalization, and convenience. Overall, the paper sheds light on the potential of AI in the hospitality industry and highlights the need for hotels to carefully consider the benefits and challenges of implementing AI while ensuring ethical and responsible use.

IMPACT OF AI IN TOURISM AND HOSPITALITY INDUSTRY: AN EMPIRICAL STUDY

JOURNAL OF THE ASIATIC SOCIETY OF MUMBAI, 2021

Multiple technological breakthroughs (most notably, artificial intelligence in tourism and hospitality) have resulted in a fundamental revolution and the formation of dozens of new companies, poisoning companies while providing significant value to ultimate clients. AI is used in nearly every sector of the hospitality and tourism industry and is present in numerous applications. Significant progress in AI is being made due to recent advancements in information, techniques, and advanced technology. While it is essential to analyze the effects of artificial intelligence on the entire hospitality and tourism industry, it is indeed important to study artificial intelligence's impacts on the sector overall. For the tourism and hospitality industry, this report's objective is to help them see the significance of artificial intelligence (AI). The paper looks at how key tourism and hospitality industries have been modified and continue to adjust to Artificial Intelligence (AI). The focus of this article is also on the future advancements and problems in tourism. In terms of tourism and hospitality, the researchers looked at AI's functions from a tourist's standpoint and determined their level of AI innovation satisfaction. Statistical studies using various instruments are being conducted to determine how AI affects tourism, hospitality, and visitor satisfaction. Results show that "there is an impact of AI on tourism and hospitality industry and there is a significant difference between the satisfaction level of tourist on use of AI in tourism and hospitality industry".

The impact of the extent to which Artificial Intelligence in hotels on enhancing guests

This research aims to critically examine the extent to which Artificial Intelligence (AI) systems can be used by hotels to enhance the guests' experience in the future. To meet the aim, 5 objectives were set: to identify definitions and example of AI systems currently used in hotel; to determine the pros and cons of using AI to improve the guest experience; to critically evaluate guests' opinion on using AI system in the hotel; to report finding around the extent to which AI impacts guest experience and to conclude and recommend future planning of AI system in the hotel industry. This research had used both secondary and primary research. Secondary researches were used to find out the definitions, examples, benefits and limitations of using AI system in hotels. Moreover, secondary research would be compared with primary research to discuss the different and same points of both types of research. For the primary research, questionnaire and interview were chosen to collect data, which can help to collect both quantitative and qualitative data. Questionnaire was used to collect the data from the public to find out the guests' opinions and experience on AI. Interview was used to understand the aspect of hotelier and help to compare with the public aspect. This research presents that AI systems cannot enhance all the guests' experience. Besides, Human staff cannot be replaced by AI systems. Also, chatbot and concierge robot will be the most popular trend in the future. Recommendation for different stakeholders and future research were given at the last of the research.

Role of Artificial Intelligence in Development of Hotel Industry

IJIRMF, 2019

Abstract: Technology led marketing, has not remained a new concept for the hospitality businesses, mainly driven by customer data viz. demographic profile, social media presence and preferences. Artificial Intelligence has become the game changer for traditional hotel industry for enhancing hotel reputation and revenue by taking customer experience at a new level. This paper studies the role of Artificial Intelligence (AI) in enhancing the service quality of the Hotel Industry. It highlights various ways to use AI in achieving the service quality by managing service encounters and customer experiences through data integration and analysis and evolving AI systems. It also lays emphasis on role of Artificial Intelligence in developing the hotel sector by way of cost savings, revenue and reputation management. Key Words: Hotel Industry, Service Quality, Artificial Intelligence, Customer Data.

IMPORTANCE OF DIGITAL MARKETING AND DIGITAL MARKETING STRATEGIES AND TOOLS IN HOSPITALITY INDUSTRY AND TOURISM

“Iqtisodiyot va innovatsion texnologiyalar” ilmiy elektron jurnali. № 4, iyul-avgust, 2021 yil, 2021

What new opportunities "Digitalization" and "Digital Marketing" have brought to the sphere of Hospitality and Tourism? As Hospitality Industry and Tourism were flourishing till the COVID-19 Pandemic situation, with and without the implementation of Digital Marketing strategies and highly relying on the employment of Digital Marketing Tools. Initially, Digital Marketing was considered to be one of the auxiliary levers to refer to. Whilst, the current situation of COVID-19 Pandemic Worldwide transmuted Digital Marketing to the main fulcrum, that is the support point of Hospitality and Tourism Industry. Which, originally aimed at maximizing the revenue and profit of Hotels and boosting the economy of the country through the Tourism sector, whereas at the present time it is supposed to help the whole Industry of hospitality and economy of the countries not to plummet and go bankrupt but to stay afloat. The review research is done to determine the importance of Digital Marketing in the Hospitality World and Tourism Industry and analyze which Digital Marketing strategies are best and worth to implement, and to find out what particular Digital Marketing tools are, actually, useful and efficacious to work with. The research is done by gathering the secondary type of data: based on the recent investigations of the researchers, scientific journals, articles, scientific manuscripts, relevant web-pages, up-to-date news, relevant study books, subject books related to Hospitality and Digital Marketing as well. In order to give a full and comprehensive picture of the role Digital Marketing, Digital Marketing strategies and its most effective tools.

ANALYSIS OF NEW APPLICATIONS IN HOTEL ENTERPRISES MAIN DEPARTMENTS

2022

Artificial intelligent towards hotels' competitive advantage. An exploratory study from the UAE

Foresight, 2021

Purpose-Hotel industry is witnessing a radical change as a result of technology interaction such as artificial intelligence (AI) in service tasks. As a result of this transformation, the pattern of service delivery based on human interaction has been changed to digital interaction. This brought opportunities to the hotels industry and consolidate its competitive advantage. However, the understanding gap still existed in both practical implementation and literature, especially in developing countries. Therefore, this paper aims to explore how hotels use AI to carry out services tasks. Design/methodology/approach-The authors adopted the qualitative research method through Semi interviews. The sample was purposively selected from five 5-star hotels in the UAE, meanwhile, the managers were the targeted respondents. Findings-Through content analysis, the authors find that the UAE hotels use AI in managing trip planning, reception service and room services. The authors also find that there are four key drivers that improve the performance of AI, which include AI infrastructure flexibility, strategic alignment, management and skills. Finally, the authors found four indicators of the impact of AI on hotels, which are quality, cost and market share and customers satisfaction. Originality/value-This study is one of few studies that explored the use of AI in the hotels industry and discussed how AI influence several aspects of hotels performance and helped them to attain their competitive advantage. This study is also one of few studies and the first study in UAE to explore the key drivers of AI performance in UAE hotels.