Value Co-creation of AI and Hospitality Industry:Integration Framework and Future Prospects
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.
NETL
NSTL
万方数据
维普
