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Is human-RAISA collaboration the future of hospitality service? Examining Gen Z’s preferences and industry insights from China and Australia

Mengni Fu et al.

International Journal of Hospitality Management2026https://doi.org/10.1016/j.ijhm.2026.104565article
AJG 3ABDC A*
Weight
0.50

Abstract

This study investigates Generation Z consumers' preferences for hotel service approaches and RAISA (robots, artificial intelligence, and service automation) integration, examining their alignment with hotel strategies in China and Australia. Using a mixed-methods approach, including interviews with 21 senior hotel managers, analysis of 70 documents, and a survey of 800 Gen Z consumers, the findings reveal a shared preference for a human-RAISA collaborative service approach among hotel operators and Gen Z consumers in both countries. However, significant cross-country differences emerged: Chinese hotels lead in AI and robot adoption, while Australian hotels prioritise established mobile technologies. Chinese Gen Z consumers exhibit stronger preferences for technological services and RAISA-equipped hotels. Regression analyses further show that Gen Zs' technology preferences drive their intention to visit RAISA-equipped hotels. This study extends the Kano model's application from service refinement to exploring technology preferences, while offering practical RAISA integration strategies tailored to hotels’ profiles and locations. • This mixed-methods study explores Gen Z’s hotel service and technology preferences. • Supply-demand misalignments were identified in RAISA adoption in hospitality. • Gen Z’s tech preferences impact hotel visit intention and differ across countries. • Kano model is innovatively applied to assess hotel technology preferences. • RAISA adoption strategies are proposed for diverse hotel segments across countries.

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https://doi.org/https://doi.org/10.1016/j.ijhm.2026.104565

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@article{mengni2026,
  title        = {{Is human-RAISA collaboration the future of hospitality service? Examining Gen Z’s preferences and industry insights from China and Australia}},
  author       = {Mengni Fu et al.},
  journal      = {International Journal of Hospitality Management},
  year         = {2026},
  doi          = {https://doi.org/https://doi.org/10.1016/j.ijhm.2026.104565},
}

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Is human-RAISA collaboration the future of hospitality service? Examining Gen Z’s preferences and industry insights from China and Australia

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Evidence weight

0.50

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.50 × 0.4 = 0.20
M · momentum0.50 × 0.15 = 0.07
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.