The hospitality and tourism industry faces serious challenges during public health emergencies such as COVID-19. Managers are concerned not only about how to maintain business and provide humanized services but also about social distancing. This study presented artificial intelligence (AI) technology-based service encounters as a possible solution and examined the antecedents and consequences of the encounter triad including customers, employees, and AI. Based on a systematic literature review, the study identified 4 modes of AI technology-based service encounters: AI-supplemented, AI-generated, AI-mediated, and AI-facilitated encounters. In addition, the study developed an integrated model to specify the factors that influence AI technology-infused service encounters in general and the customer service outcomes that result from the encounters. The findings contribute to service management and AI application theoretically and practically.

在诸如COVID-19之类的公共卫生紧急情况下，酒店和旅游业面临着严峻的挑战。管理人员不仅关心如何维持业务和提供人性化的服务，还关心与社会的距离。这项研究提出了基于人工智能（AI）技术的服务遭遇作为可能的解决方案，并研究了遭遇三合会（包括客户，员工和AI）的前因和后果。基于系统的文献综述，该研究确定了基于AI技术的服务遭遇的4种模式：AI补充，AI生成，AI中介和AI促进的遭遇。此外，该研究还开发了一个集成模型，以指定一般影响与AI技术结合的服务遭遇的因素，以及从这些遭遇中获得的客户服务结果。