{"title":"Closing the Gap: Advancing service management in the hospitality and tourism industry amidst the AI revolution","authors":"Anna S. Mattila , Laurie Wu , Peihao Wang","doi":"10.1016/j.jhtm.2025.01.017","DOIUrl":null,"url":null,"abstract":"<div><div>The Gaps Model of service quality has long been the keystone of the service management literature. This classic theoretical model offers valuable guidance for understanding the opportunities and challenges posed by the increasing adoption of artificial intelligence (AI) in service management. Drawing on recent research and practical insights, this research examines the impact of AI on each one of the service quality gaps identified in the Gaps Model. In addition, we discuss the dual potential of AI to either bridge or widen these gaps, cautioning for digitally responsible implementations of AI. Towards the end of the paper, we discuss future research directions to advance service management with AI integrations in the hospitality and tourism industry.</div></div>","PeriodicalId":51445,"journal":{"name":"Journal of Hospitality and Tourism Management","volume":"62 ","pages":"Pages 237-245"},"PeriodicalIF":7.6000,"publicationDate":"2025-02-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Hospitality and Tourism Management","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S1447677025000178","RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}
引用次数: 0
Abstract
The Gaps Model of service quality has long been the keystone of the service management literature. This classic theoretical model offers valuable guidance for understanding the opportunities and challenges posed by the increasing adoption of artificial intelligence (AI) in service management. Drawing on recent research and practical insights, this research examines the impact of AI on each one of the service quality gaps identified in the Gaps Model. In addition, we discuss the dual potential of AI to either bridge or widen these gaps, cautioning for digitally responsible implementations of AI. Towards the end of the paper, we discuss future research directions to advance service management with AI integrations in the hospitality and tourism industry.
期刊介绍：
Journal Name: Journal of Hospitality and Tourism Management
Affiliation: Official journal of CAUTHE (Council for Australasian Tourism and Hospitality Education Inc.)
Scope:
Broad range of topics including:
Tourism and travel management
Leisure and recreation studies
Emerging field of event management
Content:
Contains both theoretical and applied research papers
Encourages submission of results of collaborative research between academia and industry.
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