Conceptualizing the role of virtual service agents in service failure recovery: Guiding insights

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM International Journal of Hospitality Management Pub Date : 2024-08-22 DOI:10.1016/j.ijhm.2024.103889

Salman Majeed , Woo Gon Kim , Rawan Nimri

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Abstract

The hospitality industry employs artificial intelligence (AI) to positively influence customer psychological reactions and behavior. Our research addresses the challenges posed by AI service failure and explores the role of virtual service agents (VSAs) during the service failure recovery (SFR) process. In this study, we conducted a scoping review of 87 high-quality literature items published between 2000 and June 2024 to investigate how AI service failures contribute to adverse customer psychological reactions and behavior. This paper conceptualizes VSAs’ anthropomorphic attributes that may play important roles during the SFR process by influencing customer comfort and service failure tolerance. Moreover, we present how the severity of service failure and the competence of VSAs moderate the relationship between VSA anthropomorphic attributes and customer service failure tolerance. Theoretical and practical implications are discussed to provide additional insights.

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虚拟服务代理在服务故障恢复中的作用概念化：指导性见解

酒店业采用人工智能（AI）来积极影响顾客的心理反应和行为。我们的研究探讨了人工智能服务故障带来的挑战，并探索了虚拟服务代理（VSA）在服务故障恢复（SFR）过程中的作用。在本研究中，我们对 2000 年至 2024 年 6 月间发表的 87 篇高质量文献进行了范围审查，以调查人工智能服务故障是如何导致不良客户心理反应和行为的。本文对虚拟现实服务机的拟人化属性进行了概念化，这些属性可能会通过影响客户舒适度和服务故障容忍度而在 SFR 过程中发挥重要作用。此外，我们还介绍了服务失败的严重程度和虚拟现实服务人员的能力如何调节虚拟现实服务人员拟人化属性与客户服务失败容忍度之间的关系。我们还讨论了理论和实践意义，以提供更多见解。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.