Abstract
The hotel artificial intelligence process creates a three-generational innovation framework—automation, thinking, and feeling technology—demonstrating how different technologies can be applied to different aims in the frontline service setting. Prior research has demonstrated the strategic significance of information and communication technology. This is a classic question that has garnered much attention in integrating “high-tech” and “high-touch” service as “High-T2” service in hotels and how balancing the two sides affects visitors’ perception and behavioural intention. There is still much effort to examine how the components involved in “high-tech” and “high-touch” service can influence visitors’ pleasure; how different guest attributes can control their satisfaction and loyalty during the service process. The project attempts to fill gaps in “High-T2” service and provide a framework considering technology and human interaction. This study set seven research objectives to discuss and explain the research issue. When these two factors are combined, “High-T2” can be essential to visitor pleasure and guests’ goal to create and maintain a stable long-term connection and commitment in the hotel sector.
Copyright information
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
About this article
Publication Date
06 May 2024
Article Doi
eBook ISBN
978-1-80296-132-4
Publisher
European Publisher
Volume
133
Print ISBN (optional)
-
Edition Number
1st Edition
Pages
1-1110
Subjects
Marketing, retaining, entrepreneurship, management, digital marketing, social entrepreneurship
Cite this article as:
Xiaowei, Z., & Jamaluddin, M. R. (2024). An Investigation of Automation and Human Interaction of Upscale Hotels in China. In A. K. Othman, M. K. B. A. Rahman, S. Noranee, N. A. R. Demong, & A. Mat (Eds.), Industry-Academia Linkages for Business Sustainability, vol 133. European Proceedings of Social and Behavioural Sciences (pp. 705-720). European Publisher. https://doi.org/10.15405/epsbs.2024.05.58