Closing the Gap: Advancing service management in the hospitality and tourism industry amidst the AI revolution

被引：0
|
作者：
Mattila, Anna S. [1 ]
Wu, Laurie [2 ]
Wang, Peihao [3 ]
机构：
[1] Penn State Univ, Sch Hospitality Management, Lodging Management, 201 Mateer Bldg, University Pk, PA 16802 USA
[2] Temple Univ, Sch Sport Tourism & Hospitality Management, 1810 N 13th St,Speakman Hall 332, Philadelphia, PA 19122 USA
[3] Temple Univ, Sch Sport Tourism & Hospitality Management, 1810 N 13th St,Speakman Hall 390, Philadelphia, PA 19122 USA
来源：
JOURNAL OF HOSPITALITY AND TOURISM MANAGEMENT | 2025年 / 62卷
关键词：
Artificial intelligence; Service management; Gaps model; Service automation; Service experience; Service design; ARTIFICIAL-INTELLIGENCE; FUTURE; TECHNOLOGY; CUSTOMER; CHALLENGES; ALGORITHMS; QUALITY; ROBOTS;
D O I：
10.1016/j.jhtm.2025.01.017
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
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.
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页码：237 / 245
页数：9
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