The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty

Prentice, Catherine ORCID: https://orcid.org/0000-0002-7700-3889 and Lopes, Sergio Dominique and Wang, Xuequn (2020) The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. Journal of Hospitality Marketing and Management, 29 (7). pp. 739-756. ISSN 1936-8623


Abstract

The study discusses artificial intelligence (AI)–powered applications as a commercial service with a focus on the hotel industry. This research is approached from the customers’ perspective and examines how AI and employee service quality influence customer satisfaction and loyalty. The study was conducted in multiple hotels in Portugal and focused on departure guests who had experienced both AI and employee services associated with the surveyed hotels. The results show that both AI and employee service quality explain significant variances in overall service quality assessment as well as customer satisfaction and loyalty. However, only certain service quality dimensions made unique variances in the outcomes of interest. When regressing both AI and employee service quality in the same equation, AI becomes negative and insignificant. This study contributes to the AI and customer loyalty research. The findings of this study have financial implications for hotels and provide insights into optimal resource allocation.


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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Files associated with this item cannot be displayed due to copyright restrictions.
Faculty/School / Institute/Centre: No Faculty
Faculty/School / Institute/Centre: No Faculty
Date Deposited: 09 Aug 2022 23:09
Last Modified: 10 Aug 2022 00:12
Uncontrolled Keywords: Artificial intelligence; customer loyalty; hotels; service quality
Fields of Research (2020): 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3507 Strategy, management and organisational behaviour > 350799 Strategy, management and organisational behaviour not elsewhere classified
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350699 Marketing not elsewhere classified
Identification Number or DOI: https://doi.org/10.1080/19368623.2020.1722304
URI: http://eprints.usq.edu.au/id/eprint/49852

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