Ukpabi, Dandison, Karjaluoto, Heikki, Olaleye, Sunday and Mogaji, Emmanuel ORCID: https://orcid.org/0000-0003-0544-4842 (2019) Dual perspectives on the role of artificially intelligent robotic virtual agents in the tourism, travel and hospitality industries. In: 11th Annual Conference of the EuroMed Academy of Business. Research Advancements in National and Global Business Theory and Practice . EuroMed Academy of Business, Valletta, Malta, pp. 1355-1367. ISBN 978-9963711673 ISSN 2547-8516

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Abstract

Robotics and artificial intelligence are challenging extant business services and fundamentally impacting business relationships and processes. While studies have elaborately investigated social robotic interactions in medical and health-related domains, studies are limited on artificially intelligent robotic virtual agents (AIRVA) and their impacts on consumer behavior in tourism and hospitality services. Building on the theories of user experience (UX), user interface (UI) and customer experience, this study conceptually examines the dual-value effects of AIRVA to the customer and the firm. It analyzes the customer journey and highlights critical touchpoints AIRVA deepens the customer experience. It also discusses specific contexts AIRVA impacts business process. It further evaluates challenges facing its adoption and makes critical recommendations to practitioners and academics on how to enhance its adoption in the tourism and hospitality industry.

Item Type:	Conference Proceedings
Title of Proceedings:	11th Annual Conference of the EuroMed Academy of Business
Uncontrolled Keywords:	robots, artificial intelligence, customer experience, chatbots, recommender systems, privacy, touchpoints, tourism, travel, hospitality
Subjects:	G Geography. Anthropology. Recreation > GV Recreation Leisure
Faculty / School / Research Centre / Research Group:	Faculty of Business Faculty of Business > Department of Marketing, Events & Tourism
Related URLs:	Organisation
Last Modified:	01 Aug 2019 08:40
URI:	http://gala.gre.ac.uk/id/eprint/21532

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