{"id":"https://openalex.org/W4390737293","doi":"https://doi.org/10.46793/icemit23.137m","title":"Automated service delivery in hotels: balancing efficiency and human interaction for optimal guest satisfaction","display_name":"Automated service delivery in hotels: balancing efficiency and human interaction for optimal guest satisfaction","publication_year":2023,"publication_date":"2023-01-01","ids":{"openalex":"https://openalex.org/W4390737293","doi":"https://doi.org/10.46793/icemit23.137m"},"language":"en","primary_location":{"id":"doi:10.46793/icemit23.137m","doi":"https://doi.org/10.46793/icemit23.137m","is_oa":true,"landing_page_url":"https://doi.org/10.46793/icemit23.137m","pdf_url":"https://icemit.vpsblace.edu.rs/index.php/icemit/article/download/4/21","source":{"id":"https://openalex.org/S7407105538","display_name":"International Scientific Conference on Economics, Management and Information Technologies (ICEMIT)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Conference proceedings : ICEMIT","raw_type":"proceedings-article"},"volume":null,"type":"conference-paper","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://icemit.vpsblace.edu.rs/index.php/icemit/article/download/4/21","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5104227040","display_name":"Du\u0161an Mandi\u0107","orcid":"https://orcid.org/0000-0001-7849-5021","observed_orcids":["https://orcid.org/0000-0001-7849-5021"]},"institutions":[{"id":"https://openalex.org/I170253739","display_name":"Singidunum University","ror":"https://ror.org/017v7rz39","country_code":"RS","type":"education","lineage":["https://openalex.org/I170253739"]}],"countries":["RS"],"is_corresponding":false,"raw_author_name":"Du\u0161an Mandi\u0107","raw_affiliation_strings":["Singidunum University, Belgrade, Serbia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Singidunum University, Belgrade, Serbia","institution_ids":["https://openalex.org/I170253739"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5045725217","display_name":"Aleksa Pani\u0107","orcid":"https://orcid.org/0000-0003-3149-2311","observed_orcids":["https://orcid.org/0000-0003-3149-2311"]},"institutions":[{"id":"https://openalex.org/I170253739","display_name":"Singidunum University","ror":"https://ror.org/017v7rz39","country_code":"RS","type":"education","lineage":["https://openalex.org/I170253739"]}],"countries":["RS"],"is_corresponding":false,"raw_author_name":"Aleksa Pani\u0107","raw_affiliation_strings":["Singidunum University, Belgrade, Serbia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Singidunum University, Belgrade, Serbia","institution_ids":["https://openalex.org/I170253739"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5008979147","display_name":"Marko \u010ci\u010din \u0160ain","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Marko \u010ci\u010din \u0160ain","raw_affiliation_strings":["His d.o.o., Zagreb, Croatia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"His d.o.o., Zagreb, Croatia","institution_ids":[]}]},{"author_position":"last","author":{"id":null,"display_name":"His d.o.o., Zagreb, Croatia","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"His d.o.o., Zagreb, Croatia","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":8.9669,"has_fulltext":true,"cited_by_count":19,"citation_normalized_percentile":{"value":0.98294029,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":93,"max":99},"biblio":{"volume":null,"issue":null,"first_page":"167","last_page":"174"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.0003000000142492354,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10055","display_name":"Diverse Aspects of Tourism Research","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1409","display_name":"Tourism, Leisure and Hospitality Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/hotel-automation","display_name":"hotel automation","score":0.7639999985694885},{"id":"https://openalex.org/keywords/guest-satisfaction","display_name":"guest satisfaction","score":0.9959999918937683},{"id":"https://openalex.org/keywords/human-interaction","display_name":"human interaction","score":0.7680000066757202},{"id":"https://openalex.org/keywords/robotic-assistants","display_name":"robotic assistants","score":0.703000009059906},{"id":"https://openalex.org/keywords/personalization","display_name":"personalization","score":0.8939999938011169},{"id":"https://openalex.org/keywords/perceived-service-quality","display_name":"perceived service quality","score":0.7739999890327454},{"id":"https://openalex.org/keywords/employee-training","display_name":"employee training","score":0.8169999718666077},{"id":"https://openalex.org/keywords/technology-adoption","display_name":"technology adoption","score":0.640999972820282},{"id":"https://openalex.org/keywords/hospitality-industry","display_name":"hospitality industry","score":0.6200000047683716}],"concepts":[{"id":"https://openalex.org/C116865082","wikidata":"https://www.wikidata.org/wiki/Q1370241","display_name":"Interactive kiosk","level":2,"score":0.7442370057106018},{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.6080620884895325},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.5546019077301025},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5185221433639526},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4924393594264984},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.49082812666893005},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.47104787826538086},{"id":"https://openalex.org/C139807058","wikidata":"https://www.wikidata.org/wiki/Q352374","display_name":"Adaptation (eye)","level":2,"score":0.46957728266716003},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.4556269645690918},{"id":"https://openalex.org/C115901376","wikidata":"https://www.wikidata.org/wiki/Q184199","display_name":"Automation","level":2,"score":0.4222668409347534},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4217664897441864},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3766329884529114},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.37180978059768677},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.32969072461128235},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3147165775299072},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.18502619862556458},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.12336733937263489},{"id":"https://openalex.org/C78519656","wikidata":"https://www.wikidata.org/wiki/Q101333","display_name":"Mechanical engineering","level":1,"score":0.0},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.0},{"id":"https://openalex.org/C120665830","wikidata":"https://www.wikidata.org/wiki/Q14620","display_name":"Optics","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.46793/icemit23.137m","doi":"https://doi.org/10.46793/icemit23.137m","is_oa":true,"landing_page_url":"https://doi.org/10.46793/icemit23.137m","pdf_url":"https://icemit.vpsblace.edu.rs/index.php/icemit/article/download/4/21","source":{"id":"https://openalex.org/S7407105538","display_name":"International Scientific Conference on Economics, Management and Information Technologies (ICEMIT)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Conference proceedings : ICEMIT","raw_type":"proceedings-article"}],"best_oa_location":{"id":"doi:10.46793/icemit23.137m","doi":"https://doi.org/10.46793/icemit23.137m","is_oa":true,"landing_page_url":"https://doi.org/10.46793/icemit23.137m","pdf_url":"https://icemit.vpsblace.edu.rs/index.php/icemit/article/download/4/21","source":{"id":"https://openalex.org/S7407105538","display_name":"International Scientific Conference on Economics, Management and Information Technologies (ICEMIT)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Conference proceedings : ICEMIT","raw_type":"proceedings-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4390737293.pdf","grobid_xml":"https://content.openalex.org/works/W4390737293.grobid-xml"},"referenced_works_count":23,"referenced_works":["https://openalex.org/W2056205150","https://openalex.org/W2059615651","https://openalex.org/W2145264991","https://openalex.org/W2308408152","https://openalex.org/W2602156528","https://openalex.org/W2613355770","https://openalex.org/W2898598054","https://openalex.org/W2913494137","https://openalex.org/W2959323350","https://openalex.org/W2975104894","https://openalex.org/W2991493714","https://openalex.org/W3003303420","https://openalex.org/W3024806283","https://openalex.org/W3035597798","https://openalex.org/W3045837085","https://openalex.org/W3048535885","https://openalex.org/W3119948857","https://openalex.org/W3124712769","https://openalex.org/W4205705401","https://openalex.org/W4212940818","https://openalex.org/W4220875151","https://openalex.org/W4226337702","https://openalex.org/W4381304672"],"related_works":["https://openalex.org/W7010054988","https://openalex.org/W7222644135","https://openalex.org/W7219358076","https://openalex.org/W4405924955","https://openalex.org/W7126076059","https://openalex.org/W4238562451","https://openalex.org/W3171843290","https://openalex.org/W7163894423","https://openalex.org/W7140179105","https://openalex.org/W7168950794"],"abstract_inverted_index":{"The":[0],"area":[1],"of":[2,4,25,147,163,189,201,211],"implementation":[3],"automated":[5,94,138,175,271],"business":[6],"in":[7,39,42,70,141,269],"the":[8,18,22,37,43,55,59,101,112,132,145,169,199,219,228,233,242,255],"tourism":[9],"and":[10,33,58,64,97,106,117,134,161,191,215,247,260],"hospitality":[11,44],"sector":[12],"attracts":[13],"increasing":[14],"attention":[15],"due":[16],"to":[17,21,49,103,122,130,193,204,239],"difference":[19],"compared":[20],"traditional":[23],"way":[24],"providing":[26],"service,":[27,79],"which":[28],"is":[29,47,120,244,249,263],"characterized":[30],"by":[31],"warmth":[32],"interpersonal":[34],"communication.":[35],"With":[36],"increase":[38],"automation":[40,116,203],"technologies":[41],"industry,":[45],"it":[46],"essential":[48,121],"examine":[50],"how":[51],"these":[52],"systems":[53],"affect":[54],"guest's":[56],"satisfaction":[57,268],"delicate":[60],"balance":[61,114,257],"between":[62,115,258],"efficiency":[63,105,206,259],"human":[65,118,149,261],"interaction.":[66],"Automated":[67],"service":[68,139,164],"delivery":[69,140],"hotels":[71],"offers":[72],"numerous":[73],"benefits,":[74],"including":[75,177],"streamlined":[76],"operations,":[77],"faster":[78],"reduced":[80,83,148],"waiting":[81],"times,":[82],"staff":[84,184],"workload":[85],"along":[86],"with":[87,137,232],"others.":[88],"Technologies":[89],"such":[90,156],"as":[91,157],"self-check-in":[92],"kiosks,":[93],"concierge":[95],"services,":[96],"robotic":[98],"assistants":[99],"have":[100],"potential":[102],"enhance":[104],"convenience":[107],"for":[108,182],"guests.":[109],"However,":[110],"finding":[111,254],"right":[113,256],"interaction":[119,150,262],"ensure":[123],"optimal":[124,266],"guest":[125,152,179,213,267],"satisfaction.":[126],"This":[127,196],"paper":[128,197],"aims":[129],"explore":[131],"challenges":[133,170],"opportunities":[135],"associated":[136],"hotels.":[142],"It":[143,166],"examines":[144],"impact":[146],"on":[151],"satisfaction,":[153],"considering":[154],"factors":[155],"personalisation,":[158],"emotional":[159],"connection,":[160],"perception":[162],"quality.":[165],"also":[167],"addresses":[168],"that":[171,225,235],"arise":[172],"from":[173],"implementing":[174],"systems,":[176],"costs,":[178],"adaptation,":[180],"need":[181],"proper":[183],"training,":[185],"cultural":[186],"differences,":[187],"resistance":[188],"employees":[190],"guests":[192],"technology,":[194],"etc.":[195],"emphasises":[198],"importance":[200],"leveraging":[202],"improve":[205],"while":[207],"preserving":[208],"key":[209],"aspects":[210],"personalised":[212],"experiences":[214],"high-quality":[216],"service.":[217],"In":[218],"paper,":[220],"preliminary":[221],"results":[222],"are":[223,237],"presented":[224],"support":[226],"all":[227],"previously":[229],"mentioned":[230],"points,":[231],"note":[234],"they":[236],"subject":[238],"change":[240],"because":[241],"survey":[243],"still":[245,250],"active,":[246],"data":[248],"being":[251],"collected.":[252],"Ultimately,":[253],"crucial":[264],"forachieving":[265],"an":[270],"hotel":[272],"environment.":[273]},"counts_by_year":[{"year":2026,"cited_by_count":9},{"year":2025,"cited_by_count":8},{"year":2024,"cited_by_count":2}],"updated_date":"2026-11-10T11:39:43.021295","created_date":"2024-01-13T00:00:00"}
