Enhancing Hospitality Service Quality With Artificial Intelligence

摘要

The resurgence of the hospitality industry and the increasing use of artificial intelligence (AI) in service have resulted in new customer expectations and opportunities to enhance the quality of hospitality services. This chapter provides theoretical and practical insights into how artificial intelligence service agents (AISA), such as chatbots and robots, in key hospitality sectors like restaurants and hotels can deliver excellent service quality and enhance customer relationships and well-being. The chapter explores the unique dimensions for evaluating AISA service quality, like efficiency, security, enjoyment, and anthropomorphism. It also examines how AISA can foster parasocial relationships with customers, impacting subjective well-being. Case studies showcase innovative AI applications by European companies, highlighting women’s pioneering contributions. The role of AI in optimizing services for the luxury hospitality segment is also addressed. Guidelines are provided for hospitality businesses to effectively implement AISA while managing service quality, customer relationships, and technology adoption challenges. The chapter emphasizes AI’s potential to transform hospitality experiences through personalization, automation, and human–AI collaboration.