How Artificial Intelligence and Employee Service Quality Married Customer-Related Outcomes

This study investigates the impact of artificial intelligence (AI) and employee service quality on customer satisfaction, engagement, and loyalty in the hotel industry. The research focuses on the customer perspective and specifically examines the experiences of departing guests who have encountered both AI and employee services in surveyed hotels in China. The results reveal that AI and employee service quality significantly contribute to overall service quality assessment, customer satisfaction, engagement, and loyalty. However, specific dimensions of service quality have a more pronounced effect on the outcomes of interest. More so, some dimensions of AI service quality also have a pronounced effect on outcomes of interest. This study enriches the existing research on AI and customer-related outcomes (satisfaction, engagement, and loyalty), offering valuable insights for hotel management on synergizing AI and employee service to obtain a competitive advantage and favorable customer behaviors.