Tourism Getting Back to Life after COVID-19: Can Artificial Intelligence Help?

Abstract

Measures aimed at keeping physical and social distance during the COVID-19 pandemic have started to be a big challenge for service industries all over the world. The utilization of new technologies such as artificial intelligence (AI robots) in hospitality and tourism can be imposed as a potential safety-related problem solver. This study explores consumers’ intentions to use hospitality services once all restrictions related to COVID-19 have been relaxed as well as their perception of how important they find some of the safety-related protective measures when visiting accommodation facilities. Respondents find that more rigorous cleaning techniques, additional disinfection, and hand sanitizer stations are the most important safety-related protective measures when staying at the accommodation facility. Although the respondents do not perceive AI robots as an important protective measure or beneficial in delivering a catering service, the results indicate some significant differences between more and less risk-averse travelers suggesting some potential strategic pathways during the crisis but also in the post-coronavirus future.