Automation and robotization in tourism, new service delivery formats and stakeholders’ attitude to self-service systems

by | Dec 6, 2019 | DOI 2018

Kateřina Chaloupková, Liběna Jarolímková
​University of Economics, Prague, W. Churchill Sq. 1938/4, 13067 Prague, Czech Republic
DOI: https://doi.org/10.31410/EMAN.2018.754
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2nd International Scientific Conference – EMAN 2018 – Economics and Management: How to Cope With Disrupted Times, Ljubljana – Slovenia, March 22, 2018, CONFERENCE PROCEEDINGS published by: Association of Economists and Managers of the Balkans, Belgrade, Serbia; Faculty of Management Koper, Slovenia; Doba Business School – Maribor, Slovenia; Integrated Business Faculty –  Skopje, Macedonia; Faculty of Management – Zajecar, Serbia, ISBN 978-86-80194-11-0

Abstract​

Authors examine the topic of decrease of the need for human intervention in tourism services, which arises in the context of human workforce being replaced by artificial intelligence. Gradually, all tourism services become less personal and more self-serviced. This topic has not yet been researched in a complex manner from the point of view of tourism stakeholders. This work evaluates current state of automation and robotization in tourism and presents concrete examples from the industry, where human factor is being replaced by technology solutions. The article present results of a study examining the participants’ attitude to self-service systems while travelling. The study was carried out through a questionnaire distributed to a randomized sample of respondents representing a wide range of age, educational background, and region of residence within the Czech Republic. Key findings indicate high potential for the development of new technologies, automated processes and artificial intelligence in tourism establishments, particularly in regard to competitiveness, service quality, and lack of qualified workforce. There are two equally significant opinion streams within the respondents’ answers: One group denies fundamental need for human presence in tourism services and prefers self-service systems, the other group considers the personal touch and human factor irreplaceable. The discussion considers the possibilities for application of automated technology and its acceptability in tourism services in the Czech Republic. The conclusion can be a motivation for further studies of the impact that automated and robotic instruments have on individual stakeholders, not only in the tourism sector but in the service sector in general. 
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Key words

Tourism, Robotization, Automation, Self-Service
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