Dual Perspectives on the Role of Artificially Intelligent Robotic Virtual Agents in the Tourism, Travel and Hospitality Industries
Ukpabi, D., Karjaluoto, H., Olaleye, S. A., & Mogaji, E. (2018). Dual Perspectives on the Role of Artificially Intelligent Robotic Virtual Agents in the Tourism, Travel and Hospitality Industries. In D. Vrontis, Y. Weber, & E. Tsoukatos (Eds.), Proceedings of the 11th Annual Conference of the EuroMed Academy of Business (EMAB) (pp. 1339-1351). EuroMed Press. EuroMed Academy of Business Conference Book of Proceedings. http://www.emrbi.org/bop2018.pdf
© 2018 EuroMed Research Business Institute
Robotics and artificial intelligence are challenging extant business services and fundamentally impacting business relationships and processes. While studies have elaborately investigated social robotic interactions in medical and health-related domains, studies are limited on artificially intelligent robotic virtual agents (AIRVA) and their impacts on consumer behavior in tourism and hospitality services. Building on the theories of user experience (UX), user interface (UI) and customer experience, this study conceptually examines the dual-value effects of AIRVA to the customer and the firm. It analyzes the customer journey and highlights critical touchpoints AIRVA deepens the customer experience. It also discusses specific contexts AIRVA impacts business process. It further evaluates challenges facing its adoption and makes critical recommendations to practitioners and academics on how to enhance its adoption in the tourism and hospitality industry.
Parent publication ISBN978-9963-711-67-3
ConferenceAnnual Conference of the EuroMed Academy of Business
Is part of publicationProceedings of the 11th Annual Conference of the EuroMed Academy of Business (EMAB)
Publication in research information system
MetadataShow full item record
- Kauppakorkeakoulu 
Showing items with similar title or keywords.
Ukpabi, Dandison; Aslam, Bilal; Karjaluoto, Heikki (Emerald Publishing Limited, 2019)
Ukpabi, Dandison; Karjaluoto, Heikki (Elsevier BV, 2018)User-generated content (UGC) has become an important part of travel planning, as travelers evaluate travel products based on past reviews. However, different factors account for why tourists utilize UGC. The aim of this ...
Conversational agents in online organization-stakeholder interactions : a state-of-the-art analysis and implications for further research Syvänen, Salla; Valentini, Chiara (Emerald, 2020)Purpose – The purpose of this study is to review the extant literature on chatbots and stakeholder interactions to identify major trends and shed light on knowledge gaps. Design/methodology/approach – A systematic ...
Änäkkälä, Tuomas (2021)Tekoälyn päämääränä on saavuttaa järjestelmä, joka jäljittelee ihmisen luonnollista älykkyyttä. Suosittelujärjestelmä on tieteenala sekä tekoälyä hyödyntävä järjestelmä. Suosittelujärjestelmä tarjoaa käyttäjilleen personoitua ...
Vakkuri, Ville; Kemell, Kai-Kristian; Abrahamsson, Pekka (RWTH Aachen University, 2019)Artificial Intelligence (AI) systems exert a growing influence on our society. As they become more ubiquitous, their potential negative impacts also become evident through various real-world incidents. Following such early ...