Travel, tourism and hospitality companies have started to adopt robots, artificial intelligence and service automation (RAISA) in the form of chatbots, delivery robots, robot-concierge, conveyor restaurants, self-service information/check-in/check-out kiosks, and many others. Despite the huge...

This research investigates the ways in which customers of tourism and hospitality facilities view the appropriateness of robots in tourism-related industries. From a global sample with over 87 countries and territories represented and over 1,000 respondents, the findings illustrate that the most...

Customisation in hospitality has received comparatively low attention. Therefore, the current study fills this gap by exploring customer perspective on the customisable hotel product elements, and the willingness to pay for them. Findings show that contrary to the global trend towards...

The paper presents a theoretical framework for evaluating service quality in travel agencies. It identifies eight factors influencing perceived service quality, namely: offered products, promotional and informational materials, office and equipment, ambiance, personnel, servicing process,...