Customer Acceptance of Use of Artificial Intelligence in Hospitality Services: An India... - 0 views
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Scholars and practitioners alike, backed by strong empirical evidence, attribute this rising trend in the use of AI-related technologies to the fact that AI-driven applications and robots demonstrate superior information processing and enhanced, cognitive and task capabilities when compared to the ones that are demonstrated by traditionally used mechanisms
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past studies have shown that the factors such as customers’ service quality features, frontline assistance, customers’ expectations of AI devices (Stock & Merkle, 2017), device aesthetics, appearance, perceived usefulness of AI devices and service robots and social capability (Song, 2017) influence the acceptance and adoption of AI devices and the related technologies.
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customers are likely to accord much importance to the process of appraising AI devices and related technologies by comparing them with the services that human employees are likely to deliver
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This study looks at Indian hospitality consumers' willingness to accept AI and its associated technology. Being that hospitality consumers are most interested in "fun and indelible stay experiences," AI for hospitality must provide service as great as or better than human professionals. Over time, it is the conclusion that AI can be welcome by most consumers of hospitality products and services.