{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,17]],"date-time":"2026-06-17T21:46:10Z","timestamp":1781732770794,"version":"3.54.5"},"reference-count":44,"publisher":"Emerald","issue":"10","license":[{"start":{"date-parts":[[2022,8,19]],"date-time":"2022-08-19T00:00:00Z","timestamp":1660867200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["IMDS"],"published-print":{"date-parts":[[2022,11,2]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>The hospitality industry has witnessed numerous changes to enhance the stay experience of guests. To offer a memorable stay experience, the industry has started deploying intelligent robots. Therefore, this case study aims to examine and explore artificial intelligence (AI) enabled robots in hospitality industry in order to enhance guest experience in a smart city.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>Semistructured interviews have been conducted at Novotel Ambassador Seoul Dongdaemun Hotels and Residences, Seoul, South Korea, to understand the stay experience of guests regarding services offered by AI enabled robots. The authors have selected employees for interviews since employees listen and witness the guest experience directly. Out of 214 employees in the hotel with varied experience and background, 26 interviews are conducted.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>Through a systematic approach of coding, the authors have identified that deploying AI enabled robots facilitates the automation, information gathering, personalization and seamless service in the hospitality industry of a smart city. Further, with a back-and-forth mapping mechanism based on epistemological principles, the authors made four propositions that lead to the development of a research framework.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Research limitations\/implications<\/jats:title><jats:p>The practicing managers of hospitality industry can employ AI enabled robots within the scope of improving and automating the processes that can also offer increased personalization to enhance the stay experience, which is expected in a smart city.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>The study offers a unique contribution to literature, since it is a live case study, and the information is from the practicing employees of a well-known organization in a hospitality sector from a smart city (Novotel Ambassador Seoul Dongdaemun Hotels and Residences, Seoul, South Korea).<\/jats:p><\/jats:sec>","DOI":"10.1108\/imds-10-2021-0621","type":"journal-article","created":{"date-parts":[[2022,8,18]],"date-time":"2022-08-18T08:45:45Z","timestamp":1660812345000},"page":"2331-2350","source":"Crossref","is-referenced-by-count":72,"title":["Artificial intelligence enabled robots for stay experience in the hospitality industry in a smart city"],"prefix":"10.1108","volume":"122","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-2714-4958","authenticated-orcid":false,"given":"Shivam","family":"Gupta","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-7816-6594","authenticated-orcid":false,"given":"Sachin","family":"Modgil","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-2865-8918","authenticated-orcid":false,"given":"Choong-Ki","family":"Lee","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-8753-5168","authenticated-orcid":false,"given":"Minsook","family":"Cho","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-3198-7552","authenticated-orcid":false,"given":"Yaena","family":"Park","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"140","published-online":{"date-parts":[[2022,8,19]]},"reference":[{"key":"key2022110106342344700_ref001","doi-asserted-by":"crossref","first-page":"41","DOI":"10.1016\/j.dib.2018.11.126","article-title":"Hotel booking demand datasets","volume":"22","year":"2019","journal-title":"Data in Brief"},{"issue":"2","key":"key2022110106342344700_ref002","doi-asserted-by":"crossref","first-page":"395","DOI":"10.1016\/j.ijhm.2006.03.004","article-title":"The impact of information technology on hotel operations, service management and transaction costs: a conceptual framework for full-service hotel firms","volume":"26","year":"2007","journal-title":"International Journal of Hospitality Management"},{"key":"key2022110106342344700_ref003","doi-asserted-by":"publisher","DOI":"10.1016\/j.tourman.2019.104042","article-title":"Leveraging human-robot interaction in hospitality services: incorporating the role of perceived value, empathy, and information sharing into visitors' intentions to use social robots","year":"2020","journal-title":"Tourism Management"},{"issue":"1","key":"key2022110106342344700_ref004","doi-asserted-by":"crossref","first-page":"157","DOI":"10.1016\/S0261-5177(98)00102-2","article-title":"Triangulation in qualitative tourism research","volume":"20","year":"1999","journal-title":"Tourism Management"},{"issue":"3","key":"key2022110106342344700_ref005","doi-asserted-by":"crossref","first-page":"963","DOI":"10.1108\/ITP-10-2018-0477","article-title":"Sociomaterial practices for value co-creation in the sharing economy: evidence from Xbed's access-based accommodation service","volume":"33","year":"2020","journal-title":"Information Technology and People"},{"key":"key2022110106342344700_ref006","doi-asserted-by":"publisher","DOI":"10.1016\/j.tmp.2020.100751","article-title":"Interaction between hotel service robots and humans: a hotel-specific Service Robot Acceptance Model (sRAM)","year":"2020","journal-title":"Tourism Management Perspectives"},{"issue":"3","key":"key2022110106342344700_ref007","doi-asserted-by":"crossref","first-page":"603","DOI":"10.1111\/j.1540-5915.1993.tb01295.x","article-title":"An empirically derived model for the adoption of customer\u2010based interorganizational systems","volume":"24","year":"1993","journal-title":"Decision Sciences"},{"issue":"1","key":"key2022110106342344700_ref008","doi-asserted-by":"crossref","first-page":"59","DOI":"10.1177\/1525822X05279903","article-title":"How many interviews are enough? 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