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Original paper

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

Volume: 33, Issue: 11, Pages: 3956 - 3976
Published: Aug 17, 2021
Abstract
Purpose 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 service interactions. This study deploys online reviews (ORs) analytics to understand if the presence of mechanical AI-related text in ORs influences customers’ OR valence across 19 leading international hotels that have integrated mechanical AI – in the guise of...
Paper Details
Title
Customers’ evaluation of mechanical artificial intelligence in hospitality services: a study using online reviews analytics
Published Date
Aug 17, 2021
Volume
33
Issue
11
Pages
3956 - 3976
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