Impact of Artificial Intelligence on Customer Satisfaction in Hospitality Industry
Verified
Added on  2023/06/14
|7
|1854
|165
AI Summary
This literature review explores the impact of artificial intelligence on customer satisfaction in the hospitality industry. It discusses the use of AI in personalizing services, analyzing user reviews, and creating hyper-personalized campaigns to increase revenue and customer retention.
Contribute Materials
Your contribution can guide someone’s learning journey. Share your
documents today.
Short Literature Review
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
TABLE OF CONTENT INTRODUCTION..........................................................................................................................3 MAIN BODY...................................................................................................................................3 Literature review on impact of artificial intelligence on the customer satisfaction in the hospitality industry.......................................................................................................................3 CONCLUSION................................................................................................................................6 REFERENCES................................................................................................................................7
INTRODUCTION Artificial intelligence refers to the ability of the computers and the robots that are controlled by the computer system in order to perform the task that is done by the humans in the hospitality industry. This reduces the work of the humans in the hotels and increases the profits of the industry. This literature review is based on the impact of artificial intelligence on the customer satisfaction in the hospitality industry.It will explain that how the new and innovative used of artificial intelligence and machine learning to have an impact on the customer's satisfaction in the hospitality industry. MAIN BODY Literature review onimpactofartificialintelligenceonthecustomersatisfactioninthe hospitality industry According to theYang, Henthorne and George, 2020it says that the artificial intelligence is the use of computer and robots instead if humans and that robots used to perform tasks for the individual. The tasks perform by the robots and computers in order to have the human intelligence and discernment. This enables the travel and hospitality industry to improves the personalize services, analyse the users reviews, etc. Personalization makes the guest to have the good experience and it assures the customers delight. AI helps to create the hyper personalized campaigns in order to increase the revenues and the customer's retention in the hospitality industry. Increasing in the number of travellers and the technological changes in the travel and hospitality industry increases the competition among the hotels. This hospitality is adopting the modern technology by using the artificial intelligence which makes the work easier. On the other handRuel and Njoku, 2020it says that, artificial intelligence are the robots and they used to perform there work worth the help of humans only. The robots and the computer systems cannot perform without the help of the humans. The artificial intelligence provides the hospitality industry to enhance the productivity, helps in marketing, increases the customer experiences and makes the customers to retain. The key drivers of the artificial intelligenceinthehospitalityindustryareoperationalefficiency,revenueimprovement, customer experience and have the trustable growth on the market. Having the interactions with the services used to provide the useful information, enhances the customer perception and it leads to the customer satisfaction. As in the new era the hospitality industry is using the new and innovative technologies by having the high degree of sacrificial and machine learning. The
artificial intelligence used to provide the hospitality industry opportunity in order to enhance marketing, provides customer saris faction, customers experience and increases the retention of guest in the hotels. On the other noteCain, Thomas and Alonso Jr, 2019says that, Artificial Intelligence is the important factor which has ability in order to offer the invaluable insights that is not experienced by the hospitality and travel industry previously. In order to make the customers know about this it will gather and analyse the large amount of information and provide to the customers to increase the customer satisfaction. The travel and hospitality industry has started embedding the AI technologies in order to have the customer scarification. AI is also identified the potential risk which is based on the data patterns and the learning from the past data. As technology are becoming very important and sophisticated, it has a great impact on the industries across the globe. The hospitality industry one of the industry which has great rise in order to adopt the technology. Artificial Intelligence has affected the hospitality industry in the number of ways. The hotels can have the chatbots services to provide the customer the better guest experience in the hospitality industry. Having the intelligent hotel that makes the customer satisfied is the strategy of the hospitality industry and their leaders in order to increase the profitability of the organization. According toMingotto, Montaguti and Tamma, 2021it evaluates that artificial intelligent system has a great impact on the hospitality industry. There are different Intelligent system induced by the technology which includes the Amazing Echo, Alexa, etc. which helps the hospitality industry to grow in the competitive market. In order to provide the better services and creates the greater customers experience, it is important for the industry to now about the needs and wants of the customers in the market. The more the industry know about the people, the more they will be meeting the expectations of the customers. This industry must have the window in the life of the customers which helps them to know about the changes in the eds and expectations of the customers. As hotels are the unique and peaceful place for the visitors and guest they must be getting the proper facilities with the use of artificial intelligence. As before entering into the hotels the customers used to check the reviews, availability of rooms, comfort and amenities of the room on the online channels. As nowadays the customers used to have proper planning in order to plan their holiday by checking the hotels and other facilities in order to get satisfied.
Paraphrase This Document
Need a fresh take? Get an instant paraphrase of this document with our AI Paraphraser
In the views ofBounatirou and Lim, 2020it agues that, Artificial intelligence has a negative impact on the customer satisfaction in the hospitality industry. The hospitality needs lots of capital in order to adopt the innovation and have the artificial intelligence. The customers are although not get satisfied with the working of the robots and other systems in the hotels. The use of robots in the hotels is not satisfied for the customers, as they cannot give the feedback and review of the services of hotel to the robots. The use of Artificial intelligence affects the profitability of the hospitality industry as it requires the large amount of capital in order to have the robots and computer software in the hospitality industry. But this has some positive views also as it provides the customer services and the improvements by having the chatbots and robots in the hospitality industry. The AI has also impacted this industry by using the data analytics and by having the various other factors. In the opinion ofKoo and et.al., 2021it says that, AI robots has disrupted the hotel industry in the very positive way, it establishes the speed and convenience to enhances the customer satisfaction. Beside having the customer service and satisfaction the hospitality must also focus on the profitability and productivity. It has also identified the potential operating risk which is based on the data analytics and the learning from the past patterns. As technology are becoming very important and sophisticated, it has a great impact on the industries across the world. The use of AI is currently used in the every area of the tourism and in the hospitality industry. The improvements in the big data, algorithms and the power of computing makes the improvements in the enhancements of AI. The influence of the AI has found the way in order to enter into the hospitality industry. Having the great AI helps the hospitality industry to enhance and improve the customer experience and decreases the load of the humans in the industry. The best application of the intelligent factor in the tourism and hospitality industry is the use of chatbots in order to interact with the customers and guests in the hotels. As the majority of industry is the hospitality industry, so the AI has a great impact on this sector. This sector used to focus on the customers only as customers are the only source of profit for them. In support of thisBulchand Gidumal, 2020it says that AI is the main source of the hospitality industry which helps the industry to grow in the competitive market. This makes the customer satisfied in order to have the involvement in the industry. Having the interactions with the services used to provide the useful information, enhances the customer experiences and it makes the customer satisfaction. As customers are the main source of this industry so it is very
important for the industry to satisfy the needs and wants of the customers in the market. This used to have the proper management of the work in the hospitality industry and increases the productivity of the industry. CONCLUSION FromtheaboveLiteraturereviewitisconcludedabouttheimpactofartificial intelligence on the customer satisfaction in the hospitality industry. Some customers are more satisfied with the use of artificial intelligence and some are less satisfied with the working if robots in the hospitality industry. As humans are not satisfied with the work of the robots and it may decrease the profitability of the hospitality industry. By evaluating about the Artificial intelligence it makes the hospitality industry to have fewer employees and increases the profitability of the industry. As customers are the main source of this industry, so they must prove the satisfaction to the customers by fulfilling their needs and wants.
REFERENCES Books and Journals Bounatirou, M. and Lim, A., 2020. A Case Study on the Impact of Artificial Intelligence on a Hospitality Company. InSustainable Hospitality Management. Emerald Publishing Limited. Bulchand Gidumal, J., 2020. Impact of artificial intelligence in travel, tourism and hospitality. Cain, L. N., Thomas, J. H. and Alonso Jr, M., 2019. From sci-fi to sci-fact: the state of robotics and AI in the hospitality industry.Journal of Hospitality and Tourism Technology. Koo, C. and et.al., 2021. Artificial intelligence (AI) and robotics in travel, hospitality and leisure.Electronic Markets.31(3). pp.473-476. Mingotto, E., Montaguti, F. and Tamma, M., 2021. Challenges in re-designing operations and jobs to embody AI and robotics in services. Findings from a case in the hospitality industry.Electronic Markets.31(3). pp.493-510. Ruel, H. and Njoku, E., 2020. AI redefining the hospitality industry.Journal of Tourism Futures. Yang, L., Henthorne, T. L. and George, B., 2020. Artificial intelligence and robotics technology inthehospitalityindustry:Currentapplicationsandfuturetrends.Digital transformation in business and society.pp.211-228.