Purpose

This paper aims to explore how artificial intelligence (AI) technologies have redefined the hospitality industry. It develops a theoretical framework to evaluate its impact on employee engagement, retention and productivity levels, stemming from its potential implications for service quality and customer satisfaction.

Design/methodology/approach

Based on the exploration of relevant literature, role theory and service-profit chain were used to develop – role-service-profit chain.

Findings

Role-service-profit chain is an analytical tool which has strong implications for investment and deployment analysis of the new technologies in hospitality and tourism businesses. It proposes how managers can evaluate how the role expectation of technological innovations relate to service quality and customer satisfaction through its impact on employee-related outcomes (such as employee engagement, retention and productivity), and assess the corresponding impact on profitability and growth, in the context of their own unique internal environment and position in the market.

Research limitations/implications

Although an empirical assessment of the hypothesised relationships in the model is required to evaluate and validate it in the hospitality industry, role-service-profit chain presents promising implications for tourism and hospitality practice and future research.

Practical implications

Role-service-profit chain is an analytical tool from which managers can make improvements on talent and talent management practices and adjust expectations and behaviours in ways that facilitate improvements in service quality and customer satisfaction.

Originality/value

This paper makes an important contribution to hospitality and tourism literature, as it explores how AI technologies implemented to improve on talent and talent management practices impact on service quality and customer satisfaction, and develops analytical tools by which this may be evaluated.

中文翻译：

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AI重新定义了酒店业

目的

本文旨在探讨人工智能（AI）技术如何重新定义了酒店行业。它基于对服务质量和客户满意度的潜在影响，建立了一个理论框架来评估其对员工敬业度，保留率和生产率水平的影响。

设计/方法/方法

在相关文献探索的基础上，运用角色理论和服务利润链发展了“角色-服务利润链”。

发现

角色服务利润链是一种分析工具，对酒店和旅游业新技术的投资和部署分析具有重要意义。它提出了管理者如何评估技术创新对服务质量和客户满意度的期望，以及它对员工相关成果（如员工敬业度，保留率和生产力）的影响，并评估对利润和增长的相应影响。结合自己独特的内部环境和市场地位。

研究局限/意义

尽管需要对模型中的假设关系进行实证评估，以评估和验证其在酒店业中的地位，但是角色服务-利润链对旅游业和酒店业以及未来的研究提出了有希望的启示。

实际影响

角色服务利润链是一种分析工具，管理者可以通过该工具改进人才和人才管理实践，并以有助于改善服务质量和客户满意度的方式调整期望和行为。

创意/价值

本文探讨了款待业和旅游业的重要文献，探讨了为改善人才和人才管理实践而实施的AI技术如何影响服务质量和客户满意度，并开发了可对其进行评估的分析工具。