• A
  • A
  • A
  • ABC
  • ABC
  • ABC
  • А
  • А
  • А
  • А
  • А
Regular version of the site

Student
Title
Supervisor
Faculty
Educational Programme
Final Grade
Year of Graduation
Elina Chernyshova
Intelligent Systems as a Communication Element in the Hospitality Industry
Advertising and Public Relations
(Bachelor’s programme)
8
2016
In this thesis the author studies the impact of the use of intelligent systems and innovative technologies in the hospitality industry and in its communication element. The author examines the factors attracting visitors and making them return in the restaurant and hotel business, using the methods of case studies, content analysis of comments, expert interviews and online questionnaires. Traditional communication tools in the hospitality industry are not enough due to the superior competition in the market, so, the support of "wow"-marketing provide opportunities to surprise and delight customers in order to create loyalty and motivations for recommendations. Intelligent systems are able to engage and delight users by a high degree of personalization, adaptability, self-learning, and most importantly, creativity. Intelligence becomes fundamental for the development in the service economics, which requires an individual approach to each client. Thus, the systems becomes a kind of butler, ready to fulfill any human’s wish and simplify his operations.

The paper presents a theoretical analysis of modern hospitality market, its promotion strategies and the impact of informatization processes on them, the theoretical study of intelligent systems, Ambient Intelligence systems, intelligent information systems and their practical implementation in the hospitality industry, as well as trend analysis. According to the study, intelligent systems affect the overall level of customer satisfaction with quality of service in the restaurant or hotel, playing the role of supplementing factor. They enhance the effect of satisfaction, creating customer delight and desire to visit the place again. And, on the contrary, if technical inconveniences occur, the probability of a return visit reduces.

Student Theses at HSE must be completed in accordance with the University Rules and regulations specified by each educational programme.

Summaries of all theses must be published and made freely available on the HSE website.

The full text of a thesis can be published in open access on the HSE website only if the authoring student (copyright holder) agrees, or, if the thesis was written by a team of students, if all the co-authors (copyright holders) agree. After a thesis is published on the HSE website, it obtains the status of an online publication.

Student theses are objects of copyright and their use is subject to limitations in accordance with the Russian Federation’s law on intellectual property.

In the event that a thesis is quoted or otherwise used, reference to the author’s name and the source of quotation is required.

Search all student theses