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Chapter 6 AI Driven Transformation in Hospitality and Events Comprehensive Applications in the F&B Industry of New Zealand

DOI: 10.23912/9781915097859-6113

ISBN: 9781915097859

Published: June 2025

Component type: chapter

Published in: Artificial Intelligence (AI) in Tourism, Hospitality and Events

Parent DOI: 10.23912/9781915097859-5932

10.23912/9781915097859-6113

Abstract

In the highly competitive food and beverage (F&B) industry, the quality of products and services is a key determinant of customer loyalty (RANZ, 2023a). Research by Albari (2019) confirms that superior service quality significantly enhances customer satisfaction, which in turn influences brand loyalty. This is critical in the F&B sector, which relies heavily on repeat business and word-of-mouth referrals (Albari, 2019; Rather, 2024; Reich et al., 2006;). In the modern era, customer expectations extend beyond high-quality products and services to include personalized experiences in every interaction with a brand (Bronotte, 2023). Bronotte’s study indicates that 65% of consumers consider personalization crucial for winning their loyalty, while 63% will stop buying from brands that fail in personalization strategies. This personalization encompasses not just products but also the delivery of services and the overall experience, such as remembering food preferences or offering tailored recommendations based on previous purchases (Leung & Loo, 2022; Rather, 2024; Sahni et al., 2021). The use of big data from various customer interactions allows companies to meet these expectations more effectively (Roy et al., 2022). Samara et al. (2020) highlight how big data analytics enable precise processing and understanding of large volumes of customer information.

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Santoso & Wang, 2025

Santoso, C. & Wang, P.Q. (2025) "Chapter 6 AI Driven Transformation in Hospitality and Events Comprehensive Applications in the F&B Industry of New Zealand" In: Rahimi, R., Stylos, N., Navarro-López, P.E.M., MBE, P.P.P. & , (ed) . Oxford: Goodfellow Publishers http://dx.doi.org/10.23912/9781915097859-6113

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