¿Están los hoteles adoptando la inteligencia artificial y la robótica de forma efectiva?: Propuesta y retos desde la perspectiva metodológica TOE

Resumen

El desarrollo de la tecnología ha dado lugar al uso de sistemas tecnológicos de valor diferencial como la inteligencia artificial (IA) y sus derivados, así como a servicios basados en robots en el sector hotelero. En los últimos años se ha debatido sobre la adopción de estas tecnologías y su impacto en los costes operativos de los hoteles y en la calidad del servicio a los clientes.

Teniendo en cuenta la importancia de este nuevo escenario, este trabajo analiza la tendencia relacionada con la adopción de la IA y la robótica en la industria hotelera. Para ello se ha utilizado un método interpretativo-cualitativo mediante entrevistas a directivos hoteleros pertenecientes a la Asociación Hotelera y Extrahotelera de la provincia de Santa Cruz de Tenerife, 250 hoteles que representan más de 97000 plazas alojativas (islas de Tenerife, La Gomera, El Hierro y La Palma, ASHOTEL). El contexto son los hoteles de dicha provincia, ya que estas islas, especialmente Tenerife, están siendo los que mayor implementación de las tecnologías han realizado en los últimos años. Asimismo, se ha utilizado el Marco TOE (Tecnología-Organización-Entorno) para exponer los factores subyacentes que afectan a la adopción de la IA.

Los resultados exponen los factores que influyen en la adopción de la IA y la robótica en los hoteles. Este estudio es uno de los primeros intentos de investigar todo el espectro de la IA en relación con el sector hotelero de Canarias y España y detallar cómo podría efectuarse su adopción.

Palabras clave:

inteligencia artificial, robotica, modelo TOE, turismo inteligente, ashotel

Citas

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