Chapter 2 The Use of Generative AI in Enhancing Customer Experience
DOI: 10.23912/9781915097859-6105 | ISBN: 9781915097859 |
Published: June 2025 | Component type: chapter |
Published in: Artificial Intelligence (AI) in Tourism, Hospitality and Events | Parent DOI: 10.23912/9781915097859-5932 |
Abstract
General service characteristics of inseparability, heterogeneity, and per-ishability make the hospitality industry more prone to service failures (Mok et al., 2013; Li et al., 2021) hence, more likely to cause dissatisfac-tion in tourism and hospitality service encounters. These service failures play a crucial role in the survival and growth of tourism and hospitality businesses as they may result in negative consequences, such as customer dissatisfaction (Tosun et al., 2022; Sun et al., 2025), negative word-of-mouth communication (Seo & Jang, 2021), customer switching (Zhang et al., 2021), a decrease in personnel morale and motivation (Xie et al., 2022), and an overall increase in costs (Rasouli et al., 2022).
Sample content
Contributors
- Kaan Koc, Galatasaray University (Author) https://orcid.org/0009-0006-0847-726X
- Sercan Hatipoglu, Bandirma Onyedi Eylul University (Author) https://orcid.org/0000-0002-2029-8110
- Erdogan Koc, Bahcesehir University (Author) https://orcid.org/0000-0003-3183-2574
- Ahu Yazici Ayyildiz, Aydin Adnan Menderes University (Author) https://orcid.org/0000-0002-1301-2428
For the source title:
- Roya Rahimi, Reader in Marketing and Leisure Management , University of Wolverhampton, Business School, UK (Editor) https://orcid.org/0000-0001-7520-3273
- Nikolaos Stylos, Associate Professor (Reader) in Marketing and Digital Innovation , University of Bristol, UK (Editor) https://orcid.org/0000-0003-1626-0088
- Professor Eva M. Navarro-López, Full Professor, School of Interactive Games and Media , Golisano College of Computing and Information Sciences, Rochester Institute of Technology, USA (Editor) https://orcid.org/0000-0001-8762-6943
- Professor Prashant Pillai MBE, Pro Vice-Chancellor for Research and Knowledge Exchange, , University of Wolverhampton, UK (Editor) https://orcid.org/0000-0002-5314-5030
Cite as
Koc, Hatipoglu, Koc & Ayyildiz, 2025
Koc, K., Hatipoglu, S., Koc, E. & Ayyildiz, A.Y. (2025) "Chapter 2 The Use of Generative AI in Enhancing Customer Experience" In: Rahimi, R., Stylos, N., Navarro-López, P.E.M., MBE, P.P.P. & , (ed) . Oxford: Goodfellow Publishers http://dx.doi.org/10.23912/9781915097859-6105
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