Designing Human-Centric GenAI for Medical Hospitality: A Prototype-Based Approach

Abstract

This paper explores the potential of generative artificial intelligence (GenAI) to transform medical hospitality underpinned by service-dominant logic and technology acceptance model. This paper examines how GenAI-enabled systems can bridge the divide between healthcare and hospitality through personalized interactions, service coordination, and dynamic service delivery. This paper employs the design science research approach, combining conceptual design with exploratory prototyping through scenario simulations and usability-informed evaluation. The exploratory assessment involving 1,245 stakeholders demonstrated that the proposed human-centered GenAI service ecosystem architecture was practical for medical hospitality. Results suggest that GenAI can support patient engagement and coordination in medical hospitality. However, results should be considered indicative, given simulated evaluations. Findings provide preliminary evidence regarding the proposed prototype’s feasibility and should be interpreted as exploratory until validated in real operational medical hospitality contexts.