Search results

This study aims to introduce a conceptual framework for service robot (SR) acceptance by customers, employees and policymakers – a framework to help determine corporate decision-making on SR workplace integration.

This study reviews SR adoption literature within the tourism and hospitality industry. These SRs may have some level of artificial intelligence capability and possibly anthropomorphic (e.g. humanoid) or zoomorphic (e.g. animal-like) features, contingent on task and design choices. The study then identifies factors that potentially influence employee and consumer acceptance and experiences of SR, as well as policy and compliance factors and all elements of the corporate decision-making process concerning SR adoption in the hospitality setting.

This paper reviews the obstacles and benefits of SR adoption in the hospitality industry based on employee, consumer and public policy considerations.

SRs are increasingly deployed within hospitality and tourism settings. Future studies should further explore the value-adding functions of SRs implemented in existing hospitality operations.

Hospitality and tourism industry practitioners should integrate the dimensions in the conceptual framework to make fully informed decisions on SR adoption.

To the best of the authors’ knowledge, this is one of the first studies to provide a holistic SR adoption framework offering theoretical and practical implications for ongoing SR research and implementation.

The increased utilization of artificial intelligence-enabled applications (AI-ETs) across the customer journey has transformed customer experience (CX), introducing entirely new forms of the concept. This paper aims to explore existing academic research on the AI-enabled customer experience (AICX), identifying gaps in literature and opportunities for future research in this domain.

A systematic literature review (SLR) was conducted in March 2022. Using 16 different keyword combinations, literature search was carried across five databases, where 98 articles were included and analysed. Descriptive analysis that made use of the Theory, Characteristics, Context, Methods (TCCM) framework was followed by content analysis.

This study provides an overview of available literature on the AICX, develops a typology for classifying the identified AI-ETs, identifies gaps in literature and puts forward opportunities for future research under five key emerging themes: definition and dynamics; implementation; outcomes and measurement; consumer perspectives; and contextual lenses.

This study establishes a fresh perspective on the interplay between AI and CX, introducing the AICX as a novel form of the experience construct. It also presents the AI-ETs as an integrated and holistic unit capturing the full range of AI technologies. Remarkably, it represents a pioneering review exclusively concentrating on the customer-facing dimension of AI applications.

随着人工智能应用程序 (AI-ET)在旅途中的使用不断增加, 消费者体验 (CX)得以转变, 引入了全新的概念形式。 本文旨在探索有关人工智能客户体验（AICX）的现有学术研究, 从中找出文献中的空白以及该领域未来研究的机会。

本系统性文献综述（SLR）于2022 年 3 月开工。基于16 个不同的关键词组合, 本综述统共收录并分析了来自 5 个数据库98 篇文献, 采用理论-特征-背景-方法 (TCCM) 框架先后进行描述性分析和内容分析。

该研究概述了 AICX 的现有文献, 开发了对已识别的 AI-ET 进行分类的类型学, 确定了现有文献中的空白, 并在 5 个关键新兴主题下提出了未来研究的机会：1. 定义和动态, 2 . 实施, 3. 结果和衡量, 4. 消费者视角, 5. 情境视角。

本研究建立了全新的视角看待 AI 和 CX 之间的相互作用, 引入了 AICX 这种新颖的体验构造形式, 还将 AI-ET 展示为一个集成了全方位人工智能技术的整体单元。 值得一提的是, 本文代表了一项专门关注人工智能应用面向客户维度的开创性综述。

La creciente utilización de aplicaciones habilitadas por inteligencia artificial (AI-ET) a lo largo del recorrido del cliente han transformado la experiencia del cliente (CX), introduciendo formas totalmente nuevas del concepto. Este artículo pretende explorar la investigación académica existente sobre la experiencia del cliente a través de la IA (AICX), identificando las lagunas en la literatura y las oportunidades para futuras investigaciones en este ámbito.

En marzo de 2022 se llevó a cabo una revisión bibliográfica sistemática (SLR). Utilizando 16 combinaciones diferentes de palabras clave, se realizó una búsqueda bibliográfica en 5 bases de datos en las que se incluyeron y analizaron 98 artículos. El análisis descriptivo que hizo uso del marco Teoría, Características, Contexto, Métodos (TCCM) fue seguido del análisis de contenido.

El estudio ofrece una visión general de la bibliografía disponible sobre la AICX, desarrolla una tipología para clasificar las AICX detectadas, identifica lagunas en la literatura y plantea oportunidades para futuras investigaciones bajo cinco temas emergentes claves: 1. Definición y dinámica, 2. Implementación, 3. Resultados y medición, 4. Perspectivas del consumidor, 5. Lentes contextuales.

El estudio establece una nueva perspectiva sobre la interacción entre la IA y la CX, introduciendo la AICX como una forma novedosa del constructo experiencia. También presenta las AICX como una unidad integrada y holística que capta toda la gama de tecnologías de la IA. Notablemente, representa una revisión pionera que se concentra exclusivamente en la dimensión orientada al cliente de las aplicaciones de la IA.

The purpose of this paper is to provide an analysis of the life of the musician Brian Wilson from five different perspectives.

The authors used a mixed method of collaborative autoethnography, psychobiography and digital team ethnography to try and better understand the life and contributions of Brian Wilson.

Each of the five contributors provides different insights into the life and music of Brian Wilson.

While the focus of this paper is on a single individual, a case study, the long and distinguished life of Brian Wilson provides much material for discussion and theorising.

Each individual presenting to mental health services has a complex biography. The five different contributions articulated in this paper could perhaps be taken as similar to the range of professional opinions seen in mental health teams, with each focusing on unique but overlapping aspects of the person’s story.

This account shows the importance of taking a biological-psychological-social-spiritual and cultural perspective on mental illness.

This multi-layered analysis brings a range of perspectives to bear on the life and achievements of Brian Wilson, from developmental, musical, psychological and lived experience standpoints.

Children experience toxic stress if there is pronounced activation of their stress-response systems, in situations in which they do not have stable caregiving. Due to their exposure to multiple poverty-related risks, African American children may be more susceptible to exposure to toxic stress. Toxic stress affects young children’s brain and neurophysiologic functioning, which leads to a wide range of deleterious health, developmental, and mental health outcomes. Given the benefits of early care and education (ECE) for African American young children, ECE may represent a compensating experience for this group of children, and promote their positive development.

The chapter will review significant changes in information technology (IT) affecting research over the 30-year history of Communication, Information Technology, and Media Sociology. It compares broad overviews of computers and the social sciences published shortly after the beginning of the section (1989 and 1990) with a contemporary overview of online research methods from 2017. It also draws on my own experiences from 1981 to the present as both an academic and a software entrepreneur. The author will discuss how changes in the section parallel developments in social science computing over this period, identifying some of the significant ways IT has transformed both the methods of research and the substantive foci of research. Finally, the author extrapolates into the future to consider how continuing changes in the Internet, big data, artificial intelligence, and natural language understanding may change how sociological research is conducted in the foreseeable future.

Sustainability investors are in need of updated standards, indexes and in general better tools and instruments to facilitate company information on its impacts on people, planet and profit. Such instruments to reveal reliable, independent metrics and indicators to evaluate companies’ performances on sustainability exist, however, in research fields that previously have not been used extensively, for instance, life cycle assessments (LCAs). ISO 14001:2015 has implemented life cycle perspective, however, without being explicitly clear on which methodology is preferred. This paper aims to investigate LCA as to improve companies’ transparency towards sustainability investors through a literature review on sustainable investment evaluation.

The literature review is conducted through the search engine Google Scholar, which to date hosts the most comprehensive academic database across other databases such as Scopus, ISI Web of Knowledge, Science Direct, etc. Search words such as “Sustainable finance”, “Sustainable Investments”, “Performance metrics”, “Life cycle assessment”, “LCA”, “Environmental Management Systems”, “EMS” and “Environmental Profit and Loss Account” were used. Special journals that publish research on LCA such as International Journal of Life Cycle Assessment, Journal of Cleaner Production and Journal of Industrial Ecology were also investigated in-depth.

The combination of using LCA in, for instance, environmental profit and loss accounts studied in this paper shows a comprehensive and reliable tool for sustainability investors, as well as for social responsibility standards such as ISO 14001, ISO 26000, UN Global Compact, GIIN, IRIS and GRI to incorporate. With a LCA-based hybrid input-output account, both upstream and downstream’s impact on the environment and society can be assessed by companies to attract more funding from sustainability investors such as shareholders, governments and intergovernmental bodies.

The literature review is based on publicly disclosed academic papers as well as five displayed company Environmental Profit and Loss accounts from the Kering Group, PUMA, Stella McCartney company, Novo Nordisk and Arla Group. Other company experiences with integration of LCA as a reporting tool have not been found, yet it is not to conclude that these five companies are the only ones to work extensively with LCA.

The paper may contribute to the clarification of LCA-thinking and perspective implementation in both ISO 14001 and ISO 26000, as well as in other social responsibility standards such as the UN Global Compact, the Global Impact Investing Networks, IRIS performance metrics, the Global Reporting Initiative and others.

The paper is one of the first that evaluates LCA and environmental profit and loss accounts for sustainability investors, as well as for consideration of implementation in social responsibility standards such as the ISO 14001 and ISO 26000, as well as in other social responsibility standards such as the UN Global Compact, the Global Impact Investing Networks, IRIS performance metrics and the Global Reporting Initiative.

This exploratory paper discusses the undemocratic agenda setting of elites in Britain and how it has changed politics within a form of capitalism where much is left undisclosed in terms of mechanism and methods. It argues for a more radical exploratory strategy using C. Wright Mills’ understanding that what is left undisclosed is crucially important to elite existence and power, while recognising the limits on democratic accountability when debate, decision and action in complex capitalist societies can be frustrated or hijacked by small groups. Have British business elites, through their relation with political elites, used their power to constrain democratic citizenship? Our hypothesis is that the power of business elites is most likely conjuncturally specific and geographically bounded with distinct national differences. In the United Kingdom, the outcomes are often contingent and unstable as business elites try to manage democracy; moreover, the composition and organisation of business elites have changed through successive conjunctures.

The purpose of this study is to mirror the late guitarist Peter Green’s life experiences through insights from Andrew Voyce, who recovered from mental illness, and expertise from Peter Bryngelsson, a Swedish professional musician and author.

The authors used a mixed method of collaborative autoethnography, psychobiography and digital team ethnography.

Despite having not previously attracted academic interest, Peter Green’s experiences of mental health problems and his return to recording and performance provide a rich data source when mirrored and compared to the lives and experiences of Andrew Voyce and Peter Bryngelsson.

The main limitation of this piece of work is that Peter Green died in 2020. During the process of writing, the authors have had to follow different, mostly unacademic, sources that have described various parts of Peter Green’s life. The authors have given examples and drawn conclusions from their own lives as well as from academic sources, which they have found appropriate.

Both Andrew Voyce and Peter Bryngelsson’s stories would be helpful when it comes to a deeper understanding as to why Peter Green “took a left turn”, i.e., turned his back on an accepted lifestyle.

Acid casualty is a problem connected to both mental distress and to the music industry. Peter Bryngelsson’s story tells us that one can remain sane and drug free and still be an influential and creative musician.

The analysis has brought together two stories of mental distress in combination with insights.

This project requires students to analyze and make a client recommendation for the most tax-effective saving option, comparing a traditional individual retirement account (IRA) versus Roth IRA. Students analyze the two alternatives and track growth as well as projected tax liability over the life of the client to determine the strategy that generates the best outcome for the client. The project emphasizes principles of tax planning to illustrate that the solution with the smallest tax liability in the short term is not necessarily the most beneficial option over the long term, as well as how this often is in conflict with a client’s expectations and tax preparer tactics utilized to attract new clients. Students will demonstrate critical thinking skills through the analysis of two options for a client, and the communication of the findings with a recommendation through a client letter.

This paper aims to propose an operation policy of multi-capacity room service robots traveling within a hotel. As multi-capacity robots can serve many requests in a single trip, improved operation policy can reduce the investment cost of robots.

Using a mathematical model-based optimization technique, an optimal set of robots with minimum installation cost is derived while serving the entire room service demands. Through testing a variety of scenarios by changing the price and function of robots to be installed, insights that consider the various situations are offered.

Though the increase in capacity saves much time for room service at a lower capacity level, the amount of time saved gradually decreases as the capacity increases. Besides, the installation strategy is divided into two cases depending on the purchase cost of robots.

Currently, the studies focusing on the adoption of service robots from an operations view are rarely be found. To reduce the burden of investment cost, this study takes the unique approach to improve the operation policy of service robots by using the multi-capacity robots.

This study guides the hotel to install an adequate set of robots. The result confirms that the optimal installation set of robots is affected by various factors, such as the room service information, the hotel structure and the unit execution cycle.

After the outbreak of COVID-19, people avoid face-to-face contact and interest in non-contact service is growing. This paper deals with the efficient way to implement non-contact delivery through logistic robots, a timely and important topic.