The role of chatgpt on customer service in the hospitality industry: An exploratory study of hospitality workers\u27 experiences and perceptions

Purpose – This study explains the impact of ChatGPT, an artificial intelligence (AI) language model, on customer service in the hospitality industry by exploring the experiences and perceptions of hospitality employees who have utilized ChatGPT in their customer interactions. Methodology – A qualitative approach was adopted using in-depth interviews to collect data from a heterogeneous group of 15 individuals consisting of employees, managers, and other stakeholders directly involved in the hospitality industry in Krabi, Thailand. Findings – Integrating ChatGPT into customer service in the hospitality industry has a significant positive impact. It improves employee skills and knowledge, bridges language barriers, provides valuable recommendations, and helps with productivity and workflow management. In conclusion, ChatGPT is a valuable tool for improving customer service in the hospitality industry, ultimately contributing to a better overall guest experience. Originality of the research – Limited research has been conducted on the specific impact of ChatGPT in the hospitality industry, particularly in Krabi, a popular tourist destination in Thailand. This study aims to fill this gap by examining how ChatGPT affects customer service in the hospitality industry of Krabi, Thailand, and shedding light on its impact

Information and Communication Technologies in Tourism 2022

This open access book presents the proceedings of the International Federation for IT and Travel & Tourism (IFITT)’s 29th Annual International eTourism Conference, which assembles the latest research presented at the ENTER2022 conference, which will be held on January 11–14, 2022. The book provides an extensive overview of how information and communication technologies can be used to develop tourism and hospitality. It covers the latest research on various topics within the field, including augmented and virtual reality, website development, social media use, e-learning, big data, analytics, and recommendation systems. The readers will gain insights and ideas on how information and communication technologies can be used in tourism and hospitality. Academics working in the eTourism field, as well as students and practitioners, will find up-to-date information on the status of research

Multimodal speech interfaces for map-based applications

Thesis (M. Eng.)--Massachusetts Institute of Technology, Dept. of Electrical Engineering and Computer Science, 2010.This electronic version was submitted by the student author. The certified thesis is available in the Institute Archives and Special Collections.Cataloged from student-submitted PDF version of thesis.Includes bibliographical references (p. 71-73).This thesis presents the development of multimodal speech interfaces for mobile and vehicle systems. Multimodal interfaces have been shown to increase input efficiency in comparison with their purely speech or text-based counterparts. To date, much of the existing work has focused on desktop or large tablet-sized devices. The advent of the smartphone and its ability to handle both speech and touch inputs in combination with a screen display has created a compelling opportunity for deploying multimodal systems on smaller-sized devices. We introduce a multimodal user interface designed for mobile and vehicle devices, and system enhancements for a dynamically expandable point-of-interest database. The mobile system is evaluated using Amazon Mechanical Turk and the vehicle- based system is analyzed through in-lab usability studies. Our experiments show encouraging results for multimodal speech adoption.by Sean Liu.M.Eng

THE RELATIONSHIP BETWEEN HUMAN AND VIRTUAL AGENTS: A LIFE CYCLE VIEW

Virtual agents powered by artificial intelligence (AI) have been implemented in different service contexts, which have brought some changes to our lives. Previous studies have examined individual users\u27 motivations to use virtual agents and the influences of virtual agents as social objects on individual users. There is a lack of knowledge on the relationship between humans and virtual agents, which could help understand the role of virtual agents in societies. In this work, we chose the mobile app Replika as our research context and utilized the big data analysis method to explore the major topics covered in online reviews about Replika on Twitter. Based on social penetration theory, we found four relationships between users and Replika, including relationship formation, exploration, maintenance, and destruction or termination. Our findings contribute to the literature by unrevealing a life circle of the relationship between human and virtual agents

Information and Communication Technologies in Tourism 2022

This open access book presents the proceedings of the International Federation for IT and Travel & Tourism (IFITT)’s 29th Annual International eTourism Conference, which assembles the latest research presented at the ENTER2022 conference, which will be held on January 11–14, 2022. The book provides an extensive overview of how information and communication technologies can be used to develop tourism and hospitality. It covers the latest research on various topics within the field, including augmented and virtual reality, website development, social media use, e-learning, big data, analytics, and recommendation systems. The readers will gain insights and ideas on how information and communication technologies can be used in tourism and hospitality. Academics working in the eTourism field, as well as students and practitioners, will find up-to-date information on the status of research

The role of experiential versus material posts

Pinto, D. C., Shuqair, S., Viglia, G., & Mattila, A. S. (Accepted/In press). Reducing resistance to sponsorship disclosure: The role of experiential versus material posts. Journal of Travel Research. --- The author(s) disclosed receipt of the following financial support for the research, authorship, and/or publication of this article: This work received partial support from national funds through FCT (Fundação para a Ciência e a Tecnologia), under the project - UIDB/04152/2020 - Centro de Investigação em Gestão de Informação (MagIC)/NOVA IMS.Despite the growing relevance of influencer marketing, recent research suggests that consumers have negative reactions to social media ads. Our research investigates how different types of disclosure (paid partnership vs. in-text disclosure) and post content (experiential vs. material) mitigate consumers’ negative reactions to social media advertisements. Four preregistered studies, drawing on the social exchange theory, reveal how the post content shapes the sponsorship disclosure effects. In particular, we show that a paid partnership (vs. intext) disclosure has a positive impact on consumers’ responses (engagement and purchase intent) and that persuasion resistance mediates the effects. Furthermore, Study 3 reveals that the type of content (experiential vs. material) moderates the effect, such that consumers' negative reactions to sponsorship disclosure are mitigated with experiential (vs. material) content. Overall, our results provide actionable implications for tourism marketers on how to create advertisements in social media, minimizing negative reactions to sponsorship disclosure.authorsversionepub_ahead_of_prin