My research project
Advances in artificial intelligence and robotics are changing the ways in which we interact with services, and in doing so, changing the dynamics between customers, employees and service providers. However the situation may differ between countries, as research has shown that culture plays a significant role in the adaption of and attitudes towards technology.
My doctoral research looks into the use of ICT in tourism and hospitality, focussing on the impacts of increased automation in foodservices. Specifically, I seek to understand the changing role of hospitality employees in the transforming service landscape through employing a cross-cultural service design approach. I will work with innovative restaurants across the UK, US and Japan to study and develop technology-enhanced service encounters and practices that seek to empower, rather than replace, service employees.
In the media
Design thinking, service design, Lego Serious Play, service encounter, service automation, service innovation, employee experience, ICT in hospitality, AI, robotics, restaurant management, cross-cultural management.