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Here are the six (6) required articles that students must read for Paper 2:
Pizam, A., Ozturk, A. B., Balderas-Cejudo, A., Buhalis, D., Fuchs, G., Hara, T., … & Chaulagain, S. (2022). Factors affecting hotel managers’ intentions to adopt robotic technologies: A global study. International Journal of Hospitality Management, 102, 103139.
Chi, O. H., Gursoy, D., & Chi, C. G. (2020). Tourists’ attitudes toward the use of artificially intelligent (AI) devices in tourism service delivery: Moderating role of service value seeking. Journal of Travel Research, 61(1), 170–185.
Grégoire, Y., & Mattila, A. S. (2021). Service failure and recovery at the crossroads: recommendations to revitalize the field and its influence. Journal of Service Research, 24(3), 323-328.
Voorhees, C. M., & Brady, M. K. (2005). A service perspective on the drivers of complaint intentions. Journal of Service Research, 8(2), 192-204.
Chen, S. H., Tzeng, S. Y., Tham, A., & Chu, P. X. (2021). Hospitality services in the post COVID-
19 era: Are we ready for high-tech and no touch service delivery in smart hotels?. Journal
of Hospitality Marketing & Management, 30(8), 905-928.
Yang, H., Song, H., Cheung, C., & Guan, J. (2021). How to enhance hotel guests’ acceptance and experience of smart hotel technology: An examination of visiting intentions. International Journal of Hospitality Management, 97, 103000.
Here are the required tasks for Paper 2:
Utilize academic sources to define the following terms:
Service Delivery
Service Failure
Service Recovery
Quality Sustainability or Sustainability in Quality Service
TAM
Research and explain how service failures influence and impact Hospitality and Tourism as service sectors.
Research and explain how service recovery impacts brand reputation, guest expectations, and customer loyalty in hospitality and tourism.
Research and explain how technology impacts service delivery, quality service, and customer satisfaction in hospitality and tourism.
Identify and research two (one domestic and one international) Hospitality and Tourism organizations (other than Disney) associated with quality service and explain how they became linked with a quality product and exceptional service. What measures has this organization taken to maintain this reputation for quality? Do you feel this is sustainable over time? Please explain and justify your position.
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