Falta de alinhamento?

Ontem à tarde tive oportunidade de ler "Value cocreation in service interactions: Dimensions and antecedents" onde se pode ler:

"Proposition 1: Communication frequency positively influences value cocreation.
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Proposition 2: Bidirectional communication positively influences value cocreation.
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Proposition 3: Communication content relevance positively influences value cocreation.
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Proposition 4: Interpersonal trust between customers and employees positively influences value cocreation.
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Proposition 5: Commitment between customers and employees positively influences value cocreation.
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Proposition 6: A connection between customers and employees positively influences value cocreation.
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Proposition 7: Information seeking positively influences value cocreation.
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Proposition 8: Information sharing positively influences value cocreation.
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Proposition 9: Feedback positively influences value cocreation."

À noite, ia caindo da cadeira quando li "MEET HILTON HOTELS' ROBOT RECEPTIONIST".
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Ao escrever no Google "Hilton hotels", o Google sugeriu-me logo "hilton hotels brand differentiation through customer relationship management"... por que é que fui ao Google? Para confirmar o posicionamento da cadeia Hilton Hotels.
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Sorri quando vi este CRM:

Agora voltemos ao robot recepcionista:

"Connie the robot, named after the hotel chain’s founder Conrad Hilton, is able to greet guests upon arrival and answer questions about hotel amenities, services and hours of operation. It is also able to use Watson’s application program interface (API) to suggest local attractions.
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“Watson helps Connie understand and respond naturally to the needs and interests of Hilton’s guests—which is an experience that’s particularly powerful in a hospitality setting, where it can lead to deeper guest engagement.”
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It is not the first time a robot has been employed as a hotel receptionist. Last year, a hotel staffed entirely by robots was opened near Nagasaki, Japan, in the hope that employing “actroid androids” - robots that mimic humans - would be able to significantly reduce costs.[Moi ici: IMHO não faz sentido. Algo que pertence ao mundo do low-cost não alinha coerentemente com o tal CRM da figura. Clientes querem pessoas... e volto às proposições lá de cima sobre a co-criação]
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[Moi ici: A frase que se segue é tão LOL! Isto é a mentalidade gringa no seu pior!!! Então os clientes da cadeia Hilton preferem interacção com robot a interacção com humanos?!?!]“We’re focussed on reimagining the entire travel experience to make it smarter, easier and more enjoyable for guests,” said Jonathan Wilson, vice president of product innovation and brand services at Hilton."