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Book part
Publication date: 23 November 2017

Rosalie L. Tung

In this chapter, I reflect on my research on expatriation and cross-cultural interactions over the past four decades. I have characterized it as voyages of self-discovery, as my…

Abstract

In this chapter, I reflect on my research on expatriation and cross-cultural interactions over the past four decades. I have characterized it as voyages of self-discovery, as my research questions have been framed by my own experiences in growing up in a bicultural environment in Hong Kong and subsequent relocation to North America. My research findings have helped me understand the what, why, and how of my encounters and observations in the context of international assignments and cross-cultural encounters. The chapter then focuses on my 1981 publication that presented a contingency paradigm of selection and training that generated substantial interest in expatriation. While the contingency paradigm is essentially valid today, I outline four developments that have taken place since then – war for talent, greying of the labor force, rise of emerging markets, and need for global orientation – that necessitate new perspectives in understanding human resource management in the global context. I then allude to how I would rewrite my 1981 paper differently in light of these changes.

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Distance in International Business: Concept, Cost and Value
Type: Book
ISBN: 978-1-78743-718-0

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Book part
Publication date: 24 June 2024

Noel Scott, Brent Moyle, Ana Cláudia Campos, Liubov Skavronskaya and Biqiang Liu

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Cognitive Psychology and Tourism
Type: Book
ISBN: 978-1-80262-579-0

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Book part
Publication date: 3 February 2023

Bhayu Rhama

This chapter is building conceptual background of psychological risk for international tourists. Drawing on Place Attachment Theory, Moral Disengagement Theory, Followership…

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This chapter is building conceptual background of psychological risk for international tourists. Drawing on Place Attachment Theory, Moral Disengagement Theory, Followership Theory, Job Demands-Resources, Acculturation Theory and Goal Progress Theory of Rumination, this chapter proposes a framework of psychological risks with six psychological risks that tourists could encounter in foreign destination: destination detachment risk, moral disengagement risk, risk of false risk assessment, burnout risk, risk of loneliness and risk of rumination. High destination detachment could lead tourists to behave less environmentally friendly, while high moral disengagement could lead tourists to behave less ethically friendly. Followership to the influencers in social media could lead tourists to engage in risk-taking behaviours and false risk assessment, leading to burnout risk, risk of loneliness and risk of rumination, where negative autobiographical memory is created and forming memory-related distress when they arrive homes. Place detachment and moral disengagement risk local environmental and social health, while burnout, loneliness and rumination pose risks for the tourists' psychological health. Several studies propose suggestions for the destination manager and tourists to manage the risk effectively and adequately, including place attachment and moral engagement campaign, careful travel planning and social support.

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Book part
Publication date: 26 November 2021

Fangli Hu and Han Shen

The data sample used in this study is composed of 2,638 Chinese tourists who have travel experiences to the South Pacific region. This study examines the effects of memorable…

Abstract

The data sample used in this study is composed of 2,638 Chinese tourists who have travel experiences to the South Pacific region. This study examines the effects of memorable tourism experiences, destination cognitive and affective images, and satisfaction on revisit intention and their mechanisms from a cognitive–affective perspective. Results show that destination cognitive image, destination affective image, and satisfaction, respectively, play a mediating effect on the relationship between memorable tourism experiences and revisit intention. Memorable tourism experience is the most important predictor of revisit intention, and it mainly affects the cognitive image of a destination. In line with previous studies, this research has shown that memorable tourism experiences have significant impact on the destination image and tourists' revisit intention, which can provide significant implications for tourism practitioners and destination managers in the South Pacific islands.

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Book part
Publication date: 1 February 2024

Gökhan Yılmaz

The gastronomy industry is one of the industries in which consumers use technology most frequently, such as robotics, artificial intelligence and automation systems. Service…

Abstract

The gastronomy industry is one of the industries in which consumers use technology most frequently, such as robotics, artificial intelligence and automation systems. Service robots are generally defined as online programs that can act independently or under the control of a human that can carry human characteristics such as speaking, understanding and acting. This study aims to examine and evaluate the studies on service robots in the gastronomy industry regarding quantity or quality, to understand the phenomenon more comprehensively, and to determine a holistic perspective. To this end, a qualitative research approach was adopted. Document technique was used to collect data within a systematic literature review framework, and the data were analysed by descriptive analysis. According to the findings, the papers on service robots in the gastronomy industry are still in their infancy, and these studies have increasingly gained speed in the last five years.

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Book part
Publication date: 22 August 2017

Anita Zatori and Meghan Beardsley

The tourist experience has matured in its body of literature, but researchers still debate the best way to measure and define the concept. The purpose of this paper is to analyze…

Abstract

The tourist experience has matured in its body of literature, but researchers still debate the best way to measure and define the concept. The purpose of this paper is to analyze and compare memorable and on-site tourist experiences from theoretical, empirical, and methodological perspectives. A review of the literature is used to identify and describe the next evolutionary research step which is the quality-of-life (QOL) aspect of tourism experiences. It is argued that the evolving focus on QOL attributes is fueled by the theories and concepts of service-dominant logic. The paper argues that value (co)created on all sides of the equation (e.g., customer or company) must be considered when carrying out research. The paper also finds that different value outcomes for the individual customer occur in both on-site and memorable experience contexts. The findings contest an earlier theoretical argument, suggesting that memorable tourist experiences provide more value than on-site tourist experience.

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Article
Publication date: 17 August 2021

Marcello Mariani and Matteo Borghi

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…

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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 service robots – into their operations.

Design/methodology/approach

First, the authors identified the 19 leading hotels across three continents that have pioneered the adoption of service robots. Second, by deploying big data techniques, the authors gathered the entire population of ORs hosted on TripAdvisor (almost 50,000 ORs) and generated OR analytics. Subsequently, the authors used ordered logistic regressions analyses to understand if and to what extent AI-enabled hospitality service interactions are evaluated by service customers.

Findings

The presence of mechanical AI-related text (text related to service robots) in ORs influences positively electronic word-of-mouth (e-WOM) valence. Hotel guests writing ORs explicitly mentioning their interactions with the service robots are more prone to associate high online ratings to their ORs. The presence of the robot’s proper name (e.g., Alina, Wally) in the OR moderates positively the positive effect of mechanical AI-related text on ORs ratings.

Research limitations/implications

Hospitality practitioners should evaluate the possibility to introduce service robots into their operations and develop tailored strategies to name their robots (such as using human-like and short names). Moreover, hotel managers should communicate more explicitly their initiatives and investments in AI, monitor AI-related e-WOM and invest in educating their non-tech-savvy customers to understand and appreciate AI technology. Platform developers might create a robotic tag to be attached to ORs mentioning service robots to signal the presence of this specific element and might design and develop an additional service attribute that might be tentatively named “service robots.”

Originality/value

The current study represents the first attempt to understand if and to what extent mechanical AI in the guise of hotel service robots influences customers’ evaluation of AI-enabled hospitality service interactions.

Details

International Journal of Contemporary Hospitality Management, vol. 33 no. 11
Type: Research Article
ISSN: 0959-6119

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Book part
Publication date: 9 December 2024

Meenal Arora, Ridhima Goel and Jagdeep Singla

This chapter examines the significant transformations brought about by the incorporation of service robots in the ever-changing retail industry. In the retail industry, advanced…

Abstract

This chapter examines the significant transformations brought about by the incorporation of service robots in the ever-changing retail industry. In the retail industry, advanced technologies, including artificial intelligence (AI), co-bots, robotics, and automation, are transforming the experiences of customers and employees in response to the surge in human–robot collaboration (HRC) and worldwide investments in innovative projects. The primary goal of the research is to examine the impact of incorporating service robots on employees’ willingness to work in a retail sector that fosters collaboration between humans and robots while improving the performance. The research highlights the key factors influencing employee perspectives and inclinations for collaborating with service robots in retail environments, as determined by an in-depth review of academic research and industrial insights. The results demonstrate the positive influence of service robots on improving HRC, optimising inventory management, and enhancing overall operational efficiency in the retail sector. The conclusion emphasises the need to adopt a holistic approach to successfully use the potential of service robots, with the aim of establishing a retail ecosystem that is both sustainable and harmonious. The presence of service robots in the retail industry has significant implications, offering a competitive advantage. The research results reveal stakeholders’ perspectives on the crucial role of service robots in driving future development and maintaining long-term benefits. This chapter offers a comprehensive review of innovative technology in the retail marketplace, offering significant insights into the transformative potential of service robots.

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Augmenting Retail Reality, Part A: Blockchain, AR, VR, and the Internet of Things
Type: Book
ISBN: 978-1-83608-635-2

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Book part
Publication date: 14 October 2019

Stanislav Ivanov and Craig Webster

Purpose: The purpose of this chapter is to elaborate on the major conceptual and practical considerations of the use of robots, artificial intelligence and service automation…

Abstract

Purpose: The purpose of this chapter is to elaborate on the major conceptual and practical considerations of the use of robots, artificial intelligence and service automation (RAISA) in travel, tourism, and hospitality companies (TTH).

Design/methodology/approach: The chapter develops a conceptual framework of the major issues related to the use of RAISA in the travel, tourism and hospitality context.

Findings: The findings indicate that while there is a creeping incursion of RAISA into TTH, there are major concerns that the TTH industry has to consider in regard to automating TTH services.

Practical implications: In a practical sense, the chapter identifies the decisions that TTH industry professionals need to take when dealing with RAISA technologies. Furthermore, the chapter elaborates on the impacts RAISA have on business operations, marketing management, human resources and financial management of TTH companies. The TTH industry has to adjust its practices and communicate with its workforce in ways as not to increase Luddite tendencies and resistance among employees.

Social implications: The analysis shows that there is an upcoming era in which automation of services will be so advanced that wealthy countries may not need to import labour to make up with its own aging workforce, suggesting that RAISA and its further development has the potential for disrupting society and international relations.

Originality/value: This chapter provides a comprehensive review of the issues related to the use of RAISA in the TTH industry, including the drivers of RAISA adoption in tourism, advantages and disadvantages of RAISA technologies compared to human employees, decisions that managers need to take, and the impacts of RAISA on business processes. It shows how macroenvironmental pressures shape the microeconomic decisions to use RAISA in a TTH context.

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Robots, Artificial Intelligence, and Service Automation in Travel, Tourism and Hospitality
Type: Book
ISBN: 978-1-78756-688-0

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Book part
Publication date: 8 August 2022

Nila Armelia Windasari, Halim Budi Santoso and Jyun-Cheng Wang

Creating memorable tourism experiences (MTE) is vital to obtain sustained tourism visits. In the digital era, infusions of various digital technologies in tourism services without…

Abstract

Creating memorable tourism experiences (MTE) is vital to obtain sustained tourism visits. In the digital era, infusions of various digital technologies in tourism services without admitting tourist emotions could jeopardize the experience. Drawing from a Service-Dominant Logic (S-DL) perspective, this study explains the complexity of digital tourism experience in the service system view, highlighting the importance of emotions as resources. It is composed of actors' orchestrations, connected by shared emotions, and enabled by sensory stimuli facilitated by the digital tourism ecosystem throughout the tourism journey. This study proposes a Memorable Digital Tourism Experience (MDTE) framework by identifying the focal actors, recognizing the emotions, and determining the moderating role of sensory stimuli enabled by various novel technologies. At last, several agenda and practical guidelines are proposed on how to operationalize the framework and different methodologies to explore Memorable Digital Tourism Experience.

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Contemporary Approaches Studying Customer Experience in Tourism Research
Type: Book
ISBN: 978-1-80117-632-3

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