An Investigation of Automation and Human Interaction of Upscale Hotels in China

Zhang Xiaowei ,
Mohd Raziff Jamaluddin

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.

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About this article

Publication Date

06 May 2024

Article Doi

https://doi.org/10.15405/epsbs.2024.05.58

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

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