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undergraduate thesis
AI and Human Customer Service in Hotels
2024. urn:nbn:hr:229:472479
Kojaković, Jak
RIT Croatia

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Kojaković, J. (2024). AI and Human Customer Service in Hotels (Undergraduate thesis). Dubrovnik: RIT Croatia. Retrieved from https://urn.nsk.hr/urn:nbn:hr:229:472479

Kojaković, Jak. "AI and Human Customer Service in Hotels." Undergraduate thesis, RIT Croatia, 2024. https://urn.nsk.hr/urn:nbn:hr:229:472479

Kojaković, Jak. "AI and Human Customer Service in Hotels." Undergraduate thesis, RIT Croatia, 2024. https://urn.nsk.hr/urn:nbn:hr:229:472479

Kojaković, J. (2024). 'AI and Human Customer Service in Hotels', Undergraduate thesis, RIT Croatia, accessed 21 September 2024, https://urn.nsk.hr/urn:nbn:hr:229:472479

Kojaković J. AI and Human Customer Service in Hotels [Undergraduate thesis]. Dubrovnik: RIT Croatia; 2024 [cited 2024 September 21] Available at: https://urn.nsk.hr/urn:nbn:hr:229:472479

J. Kojaković, "AI and Human Customer Service in Hotels", Undergraduate thesis, RIT Croatia, Dubrovnik, 2024. Available at: https://urn.nsk.hr/urn:nbn:hr:229:472479

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Metadata
TitleAI and Human Customer Service in Hotels
AuthorJak Kojaković
MentorRebecca Charry (mentor)
GranterRIT Croatia
Dubrovnik
Defense date and country2024-04-27, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract
The implementation of Artificial Intelligence (AI) in customer service within the hotel industry has sparked a significant interest among hotel companies. This research paper explores the various ways hotels have adopted AI particularly in its customer service segment. A survey of 81 hotel guests provided key insights regarding customer preferences, concerns, and experiences with AI-based service systems. While some customers manifest a preference for human interaction, in areas requiring problem solving, empathy and complexity, others show acceptance towards AI implementation.
Keywords
Languageenglish
URN:NBNurn:nbn:hr:229:472479
Study programmeTitle: Service Management
Study programme type: professional
Study level: undergraduate
Academic / professional title: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2024-05-20 11:44:21