International Journal of Contemporary Hospitality Management: Volume 33 Issue 11

Guest Editorial

Carlos Flavián, Luis V. Casaló, Dan Wang

Stand by me: analyzing the tourist–intelligent voice assistant relationship quality

Sandra Maria Correia Loureiro, Arnold Japutra, Sebastian Molinillo, Ricardo Godinho Bilro

This paper aims to explore tourist perceived value and attachment to intelligent voice assistants (IVAs) as antecedents of the quality of the human–IVA relationship in the…

“Find a flight for me, Oscar!” Motivational customer experiences with chatbots

Jano Jiménez-Barreto, Natalia Rubio, Sebastian Molinillo

Drawing on the self-determination theory, the assemblage theory and customer experience literature, this paper aims to develop a framework to understand motivational customer…

Impact of anthropomorphic features of artificially intelligent service robots on consumer acceptance: moderating role of sense of humor

Mengying Zhang, Dogan Gursoy, Zhangyao Zhu, Si Shi

This study aims to investigate the impact of both physical and personality-related anthropomorphic features of an artificial intelligence service robot on the cognitive and…

Spicing up hospitality service encounters: the case of Pepper™

Aarni Tuomi, Iis P. Tussyadiah, Paul Hanna

This paper aims to explore the implications of integrating humanoid service robots into hospitality service encounters by evaluating two service prototypes using Softbank…

Willingness-to-pay for robot-delivered tourism and hospitality services – an exploratory study

Stanislav Ivanov, Craig Webster

This paper aims to investigate potential consumers’ willingness to pay for robot-delivered services in travel, tourism and hospitality, and the factors that shape their…

Customers’ evaluation of mechanical artificial intelligence in hospitality services: a study using online reviews analytics

Marcello Mariani, Matteo Borghi

This paper aims to analyze if and to what extent mechanical artificial intelligence (AI)-embedded in hotel service robots-influences customers’ evaluation of AI-enabled hotel…

A comparison between chatbot and human service: customer perception and reuse intention

Sut Ieng Lei, Haili Shen, Shun Ye

Chatbot users’ communication experience with disembodied conversational agents was compared with instant messaging (IM) users’ communication experience with human conversational…

Robot vs human: expectations, performances and gaps in off-premise restaurant service modes

Karen Byrd, Alei Fan, EunSol Her, Yiran Liu, Barbara Almanza, Stephen Leitch

Off-premise restaurant service has a new addition – food delivery robots. This new technology and off-premise service, in general, has received little research attention, despite…

RoomTetris in room committing: why the role of minimum-length-of-stay requirements should be revisited

Roberto Battiti, Mauro Brunato, Filippo Battiti

This study aims to analyze how different room-committing practices affect the occupancy and profitability of hotels and it critically reviews the role of minimum-length-of-stay…

The internet of things in upscale hotels: its impact on guests’ sensory experiences and behavior

Jean-Éric Pelet, Erhard Lick, Basma Taieb

This study bridges the gap between sensory marketing and the use of the internet of things (IoT) in upscale hotels. This paper aims to investigate how stimulating guests’ senses…

Service robots and COVID-19: exploring perceptions of prevention efficacy at hotels in generation Z

Jaime Romero, Nora Lado

COVID-19 is expected to enhance hospitality robotization because frontline robots facilitate social distancing, lowering contagion risk. Investing in frontline robots emerges as a…

Role of artificial intelligence and robotics to foster the touchless travel during a pandemic: a review and research agenda

Loveleen Gaur, Anam Afaq, Gurmeet Singh, Yogesh Kumar Dwivedi

The hospitality industry experienced an unanticipated challenge from the COVID-19 pandemic. However, research in this area is scarce. Accordingly, this study aims to unfold a…

Artificial intelligence (AI) for tourism: an European-based study on successful AI tourism start-ups

Raffaele Filieri, Elettra D’Amico, Alessandro Destefanis, Emilio Paolucci, Elisabetta Raguseo

The travel and tourism industry (TTI) could benefit the most from artificial intelligence (AI), which could reshape this industry. This study aims to explore the characteristics…