人工智能与接待业的价值共创:整合框架与未来展望
Value Co-creation of AI and Hospitality Industry:Integration Framework and Future Prospects
宋晓 1王淑华 2张新成3
作者信息
- 1. 河南师范大学旅游学院,河南新乡 453007
- 2. 郑州大学管理学院,河南郑州 450001
- 3. 山西财经大学文化旅游与新闻艺术学院,山西太原 030031
- 折叠
摘要
人工智能(AI)参与服务打破了传统接待业中以顾客-员工互动为中心的价值共创过程,重塑了服务接触过程.关于AI与接待业的价值共创已经取得一定的研究成果,但是相对较为零散,尚未形成清晰的理论体系.鉴于此,文章整合已有文献,首先明确了AI的类型及其在价值共创中的角色;其次,从技术、顾客、关系、情境4个方面系统归纳了影响顾客采用AI服务的因素;再次,提出了AI参与价值共创的特点,并基于价值共创的积极方面和消极方面,梳理了AI参与服务的价值表现和价值共毁产生的原因、后果及价值恢复的方法.最后,建立了价值共创-价值无创造-价值共毁-价值恢复的整合框架,并提出了未来的研究方向.相关研究结论有助于对AI的作用进行全面认识,以便推动AI在接待业实践中更好地应用和该领域持续深入的研究.
Abstract
Artificial intelligence(AI)participation in services has broken the value co-creation process centered on customer-employee interaction in the traditional hospitality industry,and has reshaped the service encounter.Some research achievements have been made in this field,but they are relatively scattered and have not yet formed a clear theoretical system.In view of this,this paper picked out 53 existing articles for detailed analysis.Firstly,this paper defined the types of AI and its role in value co-creation.Secondly,the factors affecting the adoption of AI service by customers are systematically summarized from four aspects:technology,customer,relationship and situation.Thirdly,the characteristics of AI participatory interaction are put forward.Based on the positive and negative aspects of value co-creation,this paper sorted out the value performance of AI participation in service,the causes and consequences of value co-destruction,and the methods of value recovery.Finally,an integrated framework of value co-creation—value no-creation—value co-destruction—value recovery is established,and the future research direction is proposed.Relevant research conclusions are helpful for a comprehensive understanding of the role of AI.It will also help promote better application of AI in hospitality industry practices and continue in-depth research in this field.
关键词
人工智能(AI)/接待业/价值共创/研究综述/研究框架Key words
artificial intelligence(AI)/hospitality industry/value co-creation/literature review/research framework引用本文复制引用
基金项目
河南省哲学社会科学规划项目(2022BJJ018)
中原千人计划基础研究领军人才项目(ZYQR201810122)
出版年
2024
NETL
NSTL
维普
万方数据