Alcohol consumption is an integral part of travel experience but its implication has been underes... more Alcohol consumption is an integral part of travel experience but its implication has been underestimated. Travel experiences are used as a competitive advantage, as more and more establishments focus on creating experiences to distinguish themselves in the increasingly competitive food and beverage sector. This paper collates literature in the area of the alcoholic beverage consumption experience of tourists and their behavioural intentions. Existing food and beverage tourism frameworks are reviewed in this study. Based on the review, we have created a new framework for the study of the alcohol consumption experience of a tourist. This conceptual study presented in the form of a proposed framework will help researchers to contribute to the field of beverage tourism by focusing on the alcoholic beverage consumption experience as the dependant construct and revealing the effects of such an experience on their revisit intention.
This study explores the differential role of artificial intelligence (AI) and human interface (HI... more This study explores the differential role of artificial intelligence (AI) and human interface (HI) in the hospitality industry and their impact on customer satisfaction and loyalty. In response to intense competition, the industry is increasingly adopting advanced technologies such as AI and artificial intelligence robotics (AIR) to enhance customer service and improve the overall experience. The primary objective of this research is to investigate how hotel visitors perceive AI service quality and human service quality and how these perceptions influence consumer satisfaction and loyalty. This contributes to the existing knowledge on the use of AI in the hotel sector and provides valuable insights for future research. Additionally, the study demonstrates that customer satisfaction acts as a mediator between both human service quality and AI service quality and customer loyalty. Importantly, the indirect effect is stronger for human service quality compared to AI service quality, highlighting the need to strike a suitable balance between AI efficiency and human empathy. The findings underscore the potential of AI-powered services to enhance customer satisfaction and operational effectiveness within service organizations. However, the study emphasizes the continued significance of employee service in shaping customer experiences in the service-dominant era. By understanding the potential benefits and challenges associated with AI adoption, organizations can make informed decisions and develop effective strategies for integrating AI technologies. This research contributes to the advancement of AI implementation in the hospitality industry, leading to improved business performance and enhanced customer experiences.
“Perceptions of Responsible Tourism, Responsibility placed on the Stakeholders in a tourism destination”. Conference on Hospitality and Tourism (CHAT), at N.I.T.H.M Hyderabad on 11th and 12th November 2011
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Papers by Edgar Dsouza