Please use this identifier to cite or link to this item:
https://hdl.handle.net/20.500.14279/29898
Title: | The use of intelligent automation as a form of digital transformation in tourism: Towards a hybrid experiential offering | Authors: | Christou, Prokopis A. Hadjielias, Elias Simillidou, Aspasia Kvasova, Olga |
Major Field of Science: | Social Sciences | Field Category: | Economics and Business | Keywords: | Customer service;Digital transformation;Intelligent automation;Qualitative research;Tourism;Tourist experience | Issue Date: | 1-Jan-2023 | Source: | Journal of Business Research, 2023, vol. 155 | Volume: | 155 | Abstract: | The purpose of this study is to explore the extent to which intelligent automation (IA) should be used to provide the best possible service quality and experience to customers, an area that needs further exploration. The study draws on an inductive qualitative inquiry from the supply side which has been rather overlooked despite its significant role in designing and shaping experiences. The data were gathered by conducting a total of 39 semi-structured interviews with tourism service providers in Cyprus. The findings revealed insightful information regarding human-IA tasks and interaction from a tourism provider perspective while stressing the cooperation between humans and IA within a service context. The importance of the human element, individual characteristics and key human capabilities are particularly stressed within a continuous digitally transformative industry. The paper concludes with theoretical contributions in regard to the experiential theoretical milieu, practical implications, and future research directions. | URI: | https://hdl.handle.net/20.500.14279/29898 | ISSN: | 01482963 | DOI: | 10.1016/j.jbusres.2022.113415 | Rights: | © Elsevier Inc. Attribution-NonCommercial-NoDerivatives 4.0 International |
Type: | Article | Affiliation : | Cyprus University of Technology University of Central Lancashire (Cyprus) |
Publication Type: | Peer Reviewed |
Appears in Collections: | Άρθρα/Articles |
CORE Recommender
SCOPUSTM
Citations
6
checked on Mar 14, 2024
WEB OF SCIENCETM
Citations
2
Last Week
0
0
Last month
checked on Oct 29, 2023
Page view(s)
163
Last Week
0
0
Last month
2
2
checked on Nov 6, 2024
Google ScholarTM
Check
Altmetric
This item is licensed under a Creative Commons License