Original scientific paper
https://doi.org/10.37741/t.73.2.10
Employing Experience Portfolio Theory in AI-Driven Hospitality Businesses: Proposed Framework and Managerial Implications
Mohammad Shahidul Islam
; BRAC Business School, BRAC University, Dhaka, Bangladesh
Chai Ching Tan
orcid.org/0000-0003-1596-3785
; International College, National Institute of Development Administration, Nawamindradhiraj Building, Klonbchan Bangkapi, Bangkok 10240, Thailand
Kareem M. Selem
; Hotel Management Department, Faculty of Tourism and Hotels, Suez Canal University, Ismailia, Egypt
Abstract
This paper seeks to identify gaps in the existing literature and provide a unique perspective on experience portfolio theory (EPT) framework development within artificial intelligence (AI)-driven hospitality context. An interpretive conceptual research technique was employed to examine the current literature and propose EPT in the AI-driven hospitality context. Inspired by comparative research focused on guest experiences, this methodological approach recognizes knowledge as socially produced. Findings proved that AI-driven hospitality values benefit significantly from the EPT’s focus on ensuring that guest experiences are consistent with their expectations, which improves accommodation practices that guests find more satisfying and pleasurable. This paper highlights the EPT framework’s potential analytics and benefits in understanding guest motives and enhancing their experiences in AI-driven hospitality settings. By acknowledging heterogeneous characters of guest encounters and welcoming hedonic/utilitarian aspects, EPT provides more all-encompassing and balanced perspectives for hospitality professionals to craft enjoyable and memorable accommodations for their guests.
Keywords
experience portfolio theory; artificial intelligence; hospitality industry; guests; transformative experiences
Hrčak ID:
329986
URI
Publication date:
8.4.2025.
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