Close

Presentation

25. Trusting Automation: Applications in the Hospitality Industry
DescriptionCOVID-19 has accelerated the ushering of a new technological age in hospitality. Human factors and ergonomics is known for applying expert knowledge to areas of potential work system design and automation across professional industries. The hospitality industry presents dynamic opportunities yet remains an under-studied, socially-driven sector. We examine the composition of hospitality and consider its evolution amidst the post-pandemic landscape to inform considerations for human factors professionals, information system engineers, and the hospitality industry. We then posit that a relational approach to implementing automated hospitality service would be a promising approach. Effective guest service requires responsivity and adaptability between agents, both in-person and virtually. Chiou & Lee (2023) provide a relational framework for evaluating automation and designing for future goals – including in and for hospitality settings. Capturing responsivity across in-person and automated guest service agents may improve industry systems resilience with sustainable coordination and cooperation among agents in hospitality.
Corresponding Author/Contributors
Event Type
Poster
TimeThursday, September 12th5:30pm - 6:30pm MST
LocationMcArthur Ballroom
Tracks
Aging
Augmented Cognition
Children's Issues
Communications
Cybersecurity
Education
Environmental Design
General Sessions
Human AI Robot Teaming (AI)
Macroergonomics
Occupational Ergonomics
Student Forum
Surface Transportation
Sustainability
System Development