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Journal of Hospitality Marketing & Management Volume 31, 2022 - Issue 1
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Research Article

Examining the effects of AI contactless services on customer psychological safety, perceived value, and hospitality service quality during the COVID‐19 pandemic

Minglong Lia School of Business Administration, Zhongnan University of Economics and Law, Wuhan, P.R. ChinaCorrespondence[email protected]
ORCID Iconhttps://orcid.org/0000-0002-6387-2186View further author information
ORCID Icon,
Dexiang Yina School of Business Administration, Zhongnan University of Economics and Law, Wuhan, P.R. ChinaView further author information
,
Hailian Qiub Business School, Hubei University, Wuhan, P.R. ChinaView further author information
&
Billy Baic William F. Harrah College of Hospitality, University of Nevada Las Vegas (UNLV), Las Vegas, USAView further author information
Pages 24-48 | Published online: 09 Jun 2021

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Richard T. R. Qiu, Jinah Park, Fei Hao & Kaye Chon. (2024) Hotel services in the digital age: Heterogeneity in guests’ contactless technology acceptance. Journal of Hospitality Marketing & Management 33:1, pages 33-56.
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Songshan (Sam) Huang, Xuequn Wang & Hua Qu. (2023) Impact of perceived corporate social responsibility on peer-to-peer accommodation consumers’ repurchase intention and switching intention. Journal of Hospitality Marketing & Management 32:7, pages 893-916.
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Mingjun Yang, Tuan Trong Luu & David Qian. (2023) Linking extroversion diversity to group service innovation among Chinese and Australian hospitality employees: The roles of adhocracy culture and creative role identity. Journal of Hospitality Marketing & Management 32:6, pages 767-791.
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Miranda Kitterlin-Lynch, James Arthur Williams, Andrew Moreo, Lisa Nicole Cain & Tianyu Pan. (2023) Perceptions of best practices for higher education administrators in times of crisis. Journal of Teaching in Travel & Tourism 23:3, pages 354-366.
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Songshan (Sam) Huang, Jigang Bao, Xin (Cathy) Jin & Jie Wang. (2023) COVID-19, Tourism, and China: Seeking Certainties in Uncertain Times. Journal of China Tourism Research 19:1, pages 1-6.
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Kharabela Rout, Priti Ranjan Sahoo, Archana Bhuyan, Arvind Tripathy &   Smrutirekha. (2022) Online grocery shopping behavior during COVID-19 pandemic: An interdisciplinary explanation. Cogent Business & Management 9:1.
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Mehmet Bahri Saydam, Hasan Evrim Arici & Mehmet Ali Koseoglu. (2022) How does the tourism and hospitality industry use artificial intelligence? A review of empirical studies and future research agenda. Journal of Hospitality Marketing & Management 31:8, pages 908-936.
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Fei Hao & Kaye Chon. (2021) Are you ready for a contactless future? A multi-group analysis of experience, delight, customer equity, and trust based on the Technology Readiness Index 2.0. Journal of Travel & Tourism Marketing 38:9, pages 900-916.
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Articles from other publishers (15)

Dexiang Yin, Minglong Li & Hailian Qiu. (2023) Do customers exhibit engagement behaviors in AI environments? The role of psychological benefits and technology readiness. Tourism Management 97, pages 104745.
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Jianming Wang, Ninh Nguyen, Xinru (Angie) Jiang, Hoang Viet Nguyen & Muhammad Abid Saleem. (2022) Consumers’ perceived value and use intention of cashless payment in the physical distancing context: evidence from an Asian emerging market. Asia Pacific Journal of Marketing and Logistics 35:6, pages 1513-1531.
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Lu Zhang, Wei Wei, Heyao (Chandler) Yu, Amit Sharma & Eric D. Olson. (2022) Transformation of Consumer Expectations for Well-Being in Hospitality: A Systems Framework. Journal of Hospitality & Tourism Research 47:4, pages NP4-NP17.
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Ying Feng & Jie Meng. (2023) Will Social Distancing in Service Encounters Affect Consumers’ Value Perception During the COVID-19 Pandemic? The Role of Servicescape, Self-Efficacy, and Technological Intervention. Journal of Interactive Marketing 58:2-3, pages 167-184.
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Dexiang Yin, Minglong Li, Hailian Qiu, Billy Bai & Lili Zhou. (2023) When the servicescape becomes intelligent: Conceptualization, assessment, and implications for hospitableness. Journal of Hospitality and Tourism Management 54, pages 290-299.
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Mohammad Hossein Jarrahi, Christoph Lutz, Karen Boyd, Carsten Oesterlund & Matthew Willis. (2022) Artificial intelligence in the work context. Journal of the Association for Information Science and Technology 74:3, pages 303-310.
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Cenhua Lyu, Yangyang Jiang & M. S. Balaji. (2023) Travelers’ Psychological Ownership: A Systematic Review and Future Research Agenda. Journal of Travel Research, pages 004728752311513.
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Songshan (Sam) Huang & Xuequn Wang. (2022) COVID-19 two years on: a review of COVID-19-related empirical research in major tourism and hospitality journals. International Journal of Contemporary Hospitality Management 35:2, pages 743-764.
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Chen-Kuo Pai, Ze-Tian Wu, Seunghwan Lee, Jaeseok Lee & Sangguk Kang. (2022) Service Quality of Social Media-Based Self-Service Technology in the Food Service Context. Sustainability 14:20, pages 13483.
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Saeed Vayghan, Dennis Baloglu & Seyhmus Baloglu. (2022) The impact of utilitarian, social and hedonic values on hotel booking mobile app engagement and loyalty: a comparison of generational cohorts. Journal of Hospitality and Tourism Insights.
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Dayun Jeong. (2022) Influencing Factors and Switching Intention to Contact-free Shopping : Focusing on Push-Pull-Mooring Theory. Journal of the Korean Society of Costume 72:3, pages 34-58.
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Suneel Kumar, Varinder Kumar, Aarti Saini & Sanjeev Kumar. 2022. Promoting Inclusivity and Diversity Through Internet of Things in Organizational Settings. Promoting Inclusivity and Diversity Through Internet of Things in Organizational Settings 252 262 .
Ya-Yuan Chang & Ching-Chan Cheng. (2022) New insights into the measurement model of a new scale for evaluating restaurant service quality during major infectious disease outbreaks. International Journal of Contemporary Hospitality Management 34:5, pages 1629-1648.
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Silas Gontur, Paul Dung Gadi & Esther Bagobiri. (2022) The moderating effect of positive word-of-mouth between service quality and customer loyalty in the hospitality sector: A PLS-SEM approach. Journal of Economics and Management 44, pages 266-285.
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Luis VelazquezLuis Velazquez. 2021. SDG9 – Industry, Innovation and Infrastructure. SDG9 – Industry, Innovation and Infrastructure 85 105 .

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