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The Influence of Service Robots on Customer Experience in the Hospitality Industry:A Socialization Perspective
SHU Boyang,QIU Hailian,LI Minglong
Tourism and Hospitality Prospects, 2020, 4(2): 9-17.
https://doi.org/10.12054/lydk.bisu.133
:In an era when artificial intelligence and automation technology become an inevitable trend, an increasing number of hospitality companies have adopted robotic technologies for their service delivery. However, the application of robots remains in the exploratory stage. Based on a review of relevant literature and theories, this paper explored the customers' perceptions and experiences of services with robots using a textual analysis of Internet and social media reviews about robot services in the hospitality industry, as well as in-depth interviews with hospitality service staff and customers. The research findings suggest that, first, customers perceive hospitality services with robots from two perspectives: tool attribute and social attribute. The social attribute influences customer experiences in their pursuit of pleasure. Second, the service robot could enhance customer experiences by improving the service attributes and creating a supportive atmosphere. This paper proposed a conceptual model to improve the customer experience with service robots. From the socialization perspective, the proposition of a service robot experience framework has decision-making implications on service robot design and management, service settings management, and experience creation.
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Are the Lute and Psaltery in Harmony? Employment and Entrepreneurship of Family Spouses in Tourism: An Empirical Research Based on CGSS 2010-2015
GUO Wei,CAO Suwan
Tourism and Hospitality Prospects, 2020, 4(2): 26-46.
https://doi.org/10.12054/lydk.bisu.135
Family is the basic unit of society, and the effect of the economic behaviors of spouses has been the focus of Western economic sociology. Due to the cultural differences between China and Western countries, family economic behavior may vary. Based on CGSS 2010-15 data, this article uses the tourism industry to analyze the impact of the employment forms of spouses on their entrepreneurial behavior. The employment forms of spouses are divided by employment status, type, ownership nature of the company, and whether the work is full-time. The findings show that employment in state-owned enterprises reduces the probability of spouses surviving entrepreneurship behavior and opportunistic entrepreneurship behavior. The employment experience in Hong Kongese, Macanese and Taiwanese enterprises, foreign capital companies, and private enterprises increases the probability of spouses surviving entrepreneurship behavior but does not affect opportunistic entrepreneurship behavior. Furthermore, this article divides employment status into employed, informal employment, subsistence entrepreneurship, and opportunistic entrepreneurship. The results show that survival entrepreneurship behavior reduces the probability of spouse opportunistic entrepreneurship but increases survival entrepreneurship. However, formal and informal employment reduce the probability of both types of entrepreneurship behaviors. Based on these findings, policy recommendations are provided.
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Building a Theory of Co-competition Between Online and Traditional (Offline)Travel Agencies in China: A Grounded Theory Exploration
ZHONG Lina,ZHANG Xiaoya,XIE Tingyu
Tourism and Hospitality Prospects, 2020, 4(2): 47-63.
https://doi.org/10.12054/lydk.bisu.125
The development and application of “Internet + tourism” has changed the structure, business practices, and strategies of the tourism industry significantly, and it has increased the competition and cooperation between online travel agencies (OTAs) and traditional (offline) travel agencies (TTAs). This paper takes the competition and cooperation between OTAs and TTAs as the research object and uses grounded theory to analyze the interviews of the two kinds of tourism enterprises. A co-competition theory model is developed based on the co-competition two-dimensional model, which explores the push, pull, and resistance of the co-competition process with regards to its antecedent variables, interactions, and evolutions. The results indicate that the strategic needs, resource heterogeneity, and risk sharing of tourism enterprises promote the formation and development of co-competition theory. Providing comprehensive service, sharing tourism information, and developing professional talent promote the evolution of co-competition theory. The uneven distribution of interests, corporate culture differences, and single or blocked communication channels hinder the deepening of co-competition theory. This study clarifies the co-competition mechanism between OTAs and TTAs for the first time and has great significance for the deep integration, mutual benefit, and win-win of online and offline tourism enterprises in practice.
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Research Progress and Trend of Core Issues of Forest Tourism in China
SUI Xinyu,LIU Xingshuang,WANG Hui
Tourism and Hospitality Prospects, 2020, 4(2): 77-95.
https://doi.org/10.12054/lydk.bisu.141
Articles were selected from the CNKI database using search terms such as “forest tourism” and “forest recreation” to find related literatures from 1992 to 2019 included in the core journals and CSSCI and CSCD of CNKI database. The results showed that current domestic forest tourism research can be roughly divided into four stages: forest tourism culture elements, good functions of forest tourism for health and the quality of forest tourism development, and the comprehensive efficiency of forest tourism and business efficiency. The content of the research follows the national policy guidance for the construction of ecological civilization evolution. In terms of research methods, this study gradually adopted the trend of combining quantitative research with the qualitative research effectively and integrated related disciplines. The core research contents are embodied in six aspects. forest tourism connotation, tourism destination, tourism source market, tourism impact and evaluation, efficiency and spatial structure characteristics. Future researchers should pay more attention to the depth development and functions of forest tourism, raising the functions of science popularization and forest ecological culture to meet the needs of tourists.
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6 articles
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