This paper is a preprint and has not undergone peer review.It is shared to encourage academic discussion and feedback.A revised and peer-reviewed version is intended for submission to an academic journal. The study examines the use of AI-powered chatbots in hospitality, highlighting their operational benefits, limitations, and the critical role of human oversight in ensuring guest satisfaction, trust, and effective service recovery.
Usama Afzal (Tue,) studied this question.