Resumen
En este estudio se examina el papel de la inteligencia artificial (IA), a través de sistemas expertos, redes neuronales y agentes inteligentes, en la toma de decisiones estratégicas, tácticas y operativas en el sector hotelero del Cusco, Perú. Mediante un enfoque cuantitativo, explicativo y de corte transversal, se recolectaron datos de 62 gerentes de hoteles con adopción tecnológica. El análisis factorial exploratorio permitió identificar cinco dimensiones clave vinculadas a la gestión basada en IA, mientras que el análisis confirmatorio evidenció relaciones diferenciadas entre automatización, eficiencia, agilidad y calidad del servicio. Los resultados muestran que la automatización sin integración estratégica puede afectar el desempeño, mientras que la personalización se consolida como un factor crítico para la experiencia del huésped. Se concluye que el valor de la IA depende de su articulación con capacidades organizacionales.
Citas
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