Proceedings of the 2023 3rd International Conference on Public Management and Intelligent Society (PMIS 2023)

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The Influence of Hotel Service with the Participation of AI on Customer Purchase Intention

Authors
Xiaoqing Liu1, *
1Shanghai University, 20 Chengzhong Road, Jiading District, Shanghai, 201800, China
*Corresponding author. Email: liuxiaoqing2618@163.com
Corresponding Author
Xiaoqing Liu
Available Online 26 July 2023.
DOI
10.2991/978-94-6463-200-2_56How to use a DOI?
Keywords
smart hotel; service mode; artificial intelligence
Abstract

Artificial intelligence provides technical guarantee for the improvement of hotel service capability, but it contradicts the original intention of providing customers with a sense of warmth. Based on Markov decision process and questionnaire survey, this study explores the internal mechanism of the relationship between hotel service mode and customer purchase intention under human-computer interaction, and analyzes the differential influence of artificial intelligence participation degree on consumers with different motivations. The experimental results show that 1) there is an inverted U-shaped effect between hotel service pattern and customers’ purchase intention, 2) perceived warmth plays a driving role, 3) customer motivation has an impact on customers’ perceived warmth and purchase intention. This study provides effective guidance for hotels to choose appropriate service modes for different customers in the era of artificial intelligence.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 2023 3rd International Conference on Public Management and Intelligent Society (PMIS 2023)
Series
Atlantis Highlights in Intelligent Systems
Publication Date
26 July 2023
ISBN
978-94-6463-200-2
ISSN
2589-4919
DOI
10.2991/978-94-6463-200-2_56How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Xiaoqing Liu
PY  - 2023
DA  - 2023/07/26
TI  - The Influence of Hotel Service with the Participation of AI on Customer Purchase Intention
BT  - Proceedings of the 2023 3rd International Conference on Public Management and Intelligent Society (PMIS 2023)
PB  - Atlantis Press
SP  - 547
EP  - 555
SN  - 2589-4919
UR  - https://doi.org/10.2991/978-94-6463-200-2_56
DO  - 10.2991/978-94-6463-200-2_56
ID  - Liu2023
ER  -