Journal articles on the topic 'Hospitality robots'
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Go, Hanyoung, Myunghwa Kang, and SeungBeum Chris Suh. "Machine learning of robots in tourism and hospitality: interactive technology acceptance model (iTAM) – cutting edge." Tourism Review 75, no. 4 (January 31, 2020): 625–36. http://dx.doi.org/10.1108/tr-02-2019-0062.
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Purpose The purpose of this study is to discuss how consumers accept advanced artificial intelligence (AI) robots in hospitality and tourism and provide a typology and conceptual framework to support future research on advanced robot applicability. Design/methodology/approach This research reviews current cases of AI use and technology acceptance model (TAM) studies and proposes a framework, interactive technology acceptance model (iTAM), to identify key determinants that stimulate consumer perceptions of advanced robot technology acceptance. Findings The main constructs and types of advanced robots were identified by reviewing TAM studies and AI robots that are currently used in the tourism and hospitality industry. This research found that as technologies tested in TAM studies have been improved by highly interactive systems, increased capability and a more user-friendly interface, examining perceived interactivity of technology has become more important for advanced robot acceptance models. The examples of advanced robot uses indicate that each machine learning application changes the robots’ task performance and interaction with consumers. Conducting experimental studies and measuring the interactivity of advanced robots are vital for future research. Originality/value To the authors’ knowledge, this is the first study on how consumers accept AI robots with machine learning applications in the tourism and hospitality industry. The iTAM framework provides fundamental constructs for future studies of what influences consumer acceptance of AI robots as innovative technology, and iTAM can be applied to empirical experiments and research to generate long-term strategies and specific tips to implement and manage various advanced robots.
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Collins, Galen R. "Improving human–robot interactions in hospitality settings." International Hospitality Review 34, no. 1 (April 18, 2020): 61–79. http://dx.doi.org/10.1108/ihr-09-2019-0019.
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PurposeService robotics, a branch of robotics that entails the development of robots able to assist humans in their environment, is of growing interest in the hospitality industry. Designing effective autonomous service robots, however, requires an understanding of Human–Robot Interaction (HRI), a relatively young discipline dedicated to understanding, designing, and evaluating robotic systems for use by or with humans. HRI has not yet received sufficient attention in hospitality robotic design, much like Human–Computer Interaction (HCI) in property management system design in the 1980s. This article proposes a set of introductory HRI guidelines with implementation standards for autonomous hospitality service robots.Design/methodology/approachA set of key user-centered HRI guidelines for hospitality service robots were extracted from 52 research articles. These are organized into service performance categories to provide more context for their application in hospitality settings.FindingsBased on an extensive literature review, this article presents some HRI guidelines that may drive higher levels of acceptance of service robots in customer-facing situations. Deriving meaningful HRI guidelines requires an understanding of how customers evaluate service interactions with humans in hospitality settings and to what degree those will differ with service robots.Originality/valueRobots are challenging assumptions on how hospitality businesses operate. They are being increasingly deployed by hotels and restaurants to boost productivity and maintain service levels. Effective HRI guidelines incorporate user requirements and expectations in the design specifications. Compilation of such information for designers of hospitality service robots will offer a clearer roadmap for them to follow.
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Christou, Prokopis, Aspasia Simillidou, and Maria C. Stylianou. "Tourists’ perceptions regarding the use of anthropomorphic robots in tourism and hospitality." International Journal of Contemporary Hospitality Management 32, no. 11 (October 23, 2020): 3665–83. http://dx.doi.org/10.1108/ijchm-05-2020-0423.
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Purpose Amidst the COVID-19 outbreak, service organizations rushed to deploy robots to serve people in quarantine, again igniting the ongoing dispute regarding robots in tourism. This study aims to investigate tourists’ perceptions regarding the use of robots and, more specifically, anthropomorphic robots in the tourism domain. Design/methodology/approach A qualitative inquiry was used to delve deep into the issue of tourists’ perceptions regarding the usage of anthropomorphic robots in tourism, with a total number of 78 interviews with tourists being retained in the study. Findings The findings reveal that tourists favor the use of anthropomorphic robots over any other type of robot. The use of anthropomorphic robots in tourism may result in an overall enhanced experiential value. Even so, informants also expressed frustration, sadness and disappointment vis-à-vis the use of robots in a human-driven industry. Research limitations/implications A conceptual continuum of tourists’ perceptions and concerns over the use of robots is presented that can guide future studies. Tourism stakeholders may look at the possibility of incorporating carefully designed anthropomorphic robots in key service positions, but should not give the impression that robots are replacing the human face of the organization. Practical implications Tourism stakeholders may look at the possibility of incorporating carefully designed anthropomorphic robots in key service positions, but should not give the impression that robots are replacing the human face of the organization. Originality/value Tourism organizations that make use of robots run the risk of being perceived as nonanthropocentric. This leads to the conclusion that anthropomorphism could be used but should not replace the sector’s anthropocentrism. The study conveys tourists’ concerns over technological (robot) determinism.
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Murphy, Jamie, Charles Hofacker, and Ulrike Gretzel. "Dawning of the Age of Robots in Hospitality and Tourism: Challenges for Teaching and Research." European Journal of Tourism Research 15 (March 1, 2017): 104–11. http://dx.doi.org/10.54055/ejtr.v15i.265.
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This conceptual paper revisits, refreshes and reinforces a 1984 study that challenged hospitality educators to include robotics in their classes and their research. The paper briefly reviews robotics literature, explains three robot categories—industrial, professional service and personal service—emphasises the importance of autonomy and human robot interaction, and provides hospitality and tourism examples. This literature review leads to six areas of importance for teaching and research of robotics in hospitality and tourism. The paper gives academics and practitioners a foundation for envisioning the current and future state of robots in hospitality and tourism.
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Ivanov, Stanislav. "Ultimate transformation: How will automation technologies disrupt the travel, tourism and hospitality industries?" Zeitschrift für Tourismuswissenschaft 11, no. 1 (April 25, 2019): 25–43. http://dx.doi.org/10.1515/tw-2019-0003.
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Abstract Companies from the travel, tourism and hospitality industry have started adopting robots, artificial intelligence and service automation technologies (RAISA) in their operations. Self-check-in kiosks, robotic pool cleaners, delivery robots, robot concierges, chatbots, etc., are used increasingly by tourism companies and transform the ways they create and deliver services. This paper investigates the impact of RAISA technologies on travel, tourism and hospitality companies – their operations, facilities design, marketing, supply chain management, human resource management, and financial management. The paper emphasises that in the future companies will divide into two large segments – high-tech tourism companies offering standardized cheap robot-delivered services, and high-touch companies, which rely on human employees.
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Bowen, John, and Cristian Morosan. "Beware hospitality industry: the robots are coming." Worldwide Hospitality and Tourism Themes 10, no. 6 (December 3, 2018): 726–33. http://dx.doi.org/10.1108/whatt-07-2018-0045.
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Purpose The purpose of this study is to provide an overview of how artificial intelligence (AI) and robotics can and will be utilized by the hospitality industry, providing a glimpse of what their use will look like in 2030. Design/methodology/approach The paper reviewed both academic and trade literature to provide an overview of how robots will affect the hospitality industry during the 2030s. Findings Experts predict that by 2030, robots will make up about 25 per cent of the “workforce” in the hospitality industry. The paper also explains the industry challenges the robots will solve, as well as other benefits they provide. One of the findings is that the adoption of robots by the industry will be a disruptive paradigm shift. It will create successful new hospitality companies while putting others out of business. Finally, this paper discusses how to keep the hospitality in hospitality businesses, when machines replace employees. Originality/value This paper is one of the first to discuss the disruption that robots will cause in the industry. One of the findings is service delivery systems will need to be redesigned to maximize the benefits of robots, while still maintaining the hospitality of a customer service orientation.
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Carvalho, Inês, Sofia Lopes, Arlindo Madeira, Teresa Palrão, and Alexandra S. Mendes. "Robot Coworkers: The Vision of Future Hoteliers." Human Behavior and Emerging Technologies 2022 (June 20, 2022): 1–13. http://dx.doi.org/10.1155/2022/8567289.
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The purpose of this study is to understand how future employees in the hospitality and tourism industry envision the use of artificial intelligence in the organizations where they wish to work in the future. Through open-ended questions applied to undergraduate and master’s students in the area of tourism and hospitality, we capture their opinions when thinking about the partial or total use of robots in hospitality. Despite the increasing implementation of artificial intelligence in hospitality and tourism, existing research mainly focuses on current hoteliers and/or customers. However, anticipating how digital generations expect their future roles in a close engagement with robots allows researchers to predict and focus their attention on future problems. Their statements were subjected to a qualitative content analysis methodology, based on themes and sentiment. Participants expressed a negative view of the presence of robots in hospitality, mostly associated with a fear of job loss. Many also reported that interacting with robots is negative for both staff and customers due to robots’ lack of emotions. However, there is some division concerning the impact of robots on service quality: some believe that the service will be more efficient and with fewer failures; others believe that the limitations of robots will lead to worse service. The findings suggest that the acceptability and desirability of robotization may vary depending on the level of robotization in hotels, on the type of customer, and on the level of service provided.
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Wu, Jifei, Xiangyun Zhang, Yimin Zhu, and Grace Fang Yu-Buck. "Get Close to the Robot: The Effect of Risk Perception of COVID-19 Pandemic on Customer–Robot Engagement." International Journal of Environmental Research and Public Health 18, no. 12 (June 10, 2021): 6314. http://dx.doi.org/10.3390/ijerph18126314.
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The purpose of this study was to examine the effect of the COVID-19 pandemic on customer–robot engagement in the Chinese hospitality industry. Analysis of a sample of 589 customers using service robots demonstrated that the perceived risk of COVID-19 has a positive influence on customer–robot engagement. The positive effect is mediated by social distancing and moderated by attitudes towards risk. Specifically, the mediating effect of social distancing between the perceived risk of COVID-19 and customer–robot engagement is stronger for risk-avoiding (vs. risk-seeking) customers. Our results provide insights for hotels when they employ service robots to cope with the shock of COVID-19 pandemic.
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Kuo, Chun-Min, Li-Cheng Chen, and Chin-Yao Tseng. "Investigating an innovative service with hospitality robots." International Journal of Contemporary Hospitality Management 29, no. 5 (May 8, 2017): 1305–21. http://dx.doi.org/10.1108/ijchm-08-2015-0414.
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Purpose The purpose of this study is to identify the factors that influence the development of service robots, and to apply a service innovation strategic mindset to the hotel industry in Taiwan. Design/methodology/approach A mixed-methods approach, combining an expert panel and semi-structured interviews using a SMART SWOT ranking survey, was applied to understand the perspectives of hotel owners and robotics experts. Findings Fifty-three items were collected regarding the demand side of the hospitality market, showing that the Taiwan hospitality industry has good potential to implement service robots. Sixty-one items on the supply side of business were collected, showing that this robotics service can help hotels handle seasonal employment and labor utilization. The SWOT analysis identifies “The fun and curiosity aroused in consumers can enhance the promotion of service robots”, “Lack of talent in system integration”, “Taiwan’s aging society can increase the demand for service robots” and “China and South-east countries have aggressively poached talent in the global robotics market” as key issues. Originality/value Few studies have investigated robotics service for hotels using the six-dimensional service innovation model. This model helps identify six factors and implies that this new service concept can position hotels to better compete by using IT and relationship marketing strategies.
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Ivanov, Stanislav, and Craig Webster. "Willingness-to-pay for robot-delivered tourism and hospitality services – an exploratory study." International Journal of Contemporary Hospitality Management 33, no. 11 (August 30, 2021): 3926–55. http://dx.doi.org/10.1108/ijchm-09-2020-1078.
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Purpose This paper aims to investigate potential consumers’ willingness to pay for robot-delivered services in travel, tourism and hospitality, and the factors that shape their willingness to pay. Design/methodology/approach An online survey yielded a sample of 1,573 respondents from 99 countries. Independent samples t-test, Analysis of variance (ANOVA), cluster, factor and regression analyses were used. Findings Respondents expected to pay less for robot-delivered services than human-delivered services. Two clusters were identified: one cluster willing to pay nearly the same price for robotic services as for human-delivered services, whilst the other expected deep discounts for robotic services. The willingness-to-pay was positively associated with the attitudes towards robots in tourism, robotic service experience expectations, men and household size. It was negatively associated to travel frequency, age and education. Research limitations/implications The paper’s main limitation is its exploratory nature and the use of a hypothetical scenario in measuring respondents’ willingness to pay. The data were gathered prior to the COVID-19 pandemic and do not reflect the potential changes in perceptions of robots due to the pandemic. Practical implications Practitioners need to focus on improving the attitudes towards robots in tourism because they are strongly and positively related to the willingness to pay. The marketing messages need to form positive expectations about robotic services. Originality/value This is one of the first papers to investigate consumers’ willingness to pay for robot-delivered services in travel, tourism and hospitality and factors that shape their willingness to pay.
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Parvez, M. Omar, Huseyin Arasli, Ali Ozturen, Rab Nawaz Lodhi, and Viput Ongsakul. "Antecedents of human-robot collaboration: theoretical extension of the technology acceptance model." Journal of Hospitality and Tourism Technology 13, no. 2 (January 21, 2022): 240–63. http://dx.doi.org/10.1108/jhtt-09-2021-0267.
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Purpose This study aims to extend the technology acceptance model (TAM) to examine whether the introduction of robots influences employees’ behavioral intentions to use robots and awareness of robots to promote human–robot collaboration (HRC). Besides, the role of strategic human resource management (HRM) involvement as a moderator in the perception of robots as a team member was investigated. Design/methodology/approach Data were collected from 500 respondents via the Amazon Mechanical Turk platform. After data cleaning, 329 valid responses were analyzed. Partial least squares structural equation modeling was applied using Smart PLS Ver. 3.0 to test the study’s measurement and proposed research model. Findings The study results show that robots’ perceived usefulness and ease of use positively influence employees’ behavioral intentions to use robots. In addition, the advantages and disadvantages of robots have a positive impact on robot awareness. Employees’ behavioral intentions and awareness contribute positively to HRC. On the other hand, the moderating role of strategic human resources (HR’s) involvement in the relationships was insignificant. Research limitations/implications This study provides an exclusively applied understanding of robot presence and embodiment relevant to real-world HRC. In the travel, tourism and hospitality (TTH) industry, employees’ intention to use robots and robot awareness are significant factors. However, HRM involvement without the acceptance of robots could not enhance HRC. Originality/value Based on the literature review, to the best of the authors’ knowledge, this study is one of the first on this topic and extends TAM with new antecedents related to robot use, robot awareness and HRC in the TTH industry. In addition, this model attempts to determine the factors that favor HRC in the industry. This study also assessed the moderating role of strategic HR’s involvement in the behavioral intention of robot use, robot awareness and HRC.
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Okuda, Mariko, Yasutake Takahashi, and Satoki Tsuichihara. "Human Response to Humanoid Robot That Responds to Social Touch." Applied Sciences 12, no. 18 (September 14, 2022): 9193. http://dx.doi.org/10.3390/app12189193.
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Communication robots have been introduced in nursing care, education, and the hospitality sector. In the future, robots will be increasingly integrated into human society, with more opportunities to interact closely with humans. Therefore, investigating the symbiosis between humans and robots is critical. Touch, including actions, such as shaking hands, holding hands, and touching shoulders are common in most societies. These actions are called the social touch and are common modes of communication. Social touch not only conveys emotions and intentions but also mental and physical effects. Touch considerably influences social relationships: for example, by creating positive impressions and enabling the fulfillment of requests. Since the development of communication robots and other robots capable of physical contact, touch communication between humans and robots has been extensively studied. Although studies have revealed that touching a robot positively influences the impression regarding the robot and induces a relaxed feeling, negative perceptions related to trust on the robot have been reported. Thus, touch interactions between humans and robots are yet to be fully understood. Studies have focused on the effects of touch, such as touching the robot or being touched by the robot. Although interactions with robots that respond to touch, such as hugging behavior, have been studied, few studies have examined the psychological effects of robot responses to other types of touch such as hitting, stroking, and grasping. In this study, a humanoid robot was used to investigate how the reactive behavior exhibited by the robot in response to touch by a participant affects the degree of favorability and intellectual impression toward the robot as well as the sense of accomplishment regarding communication. Participants exhibited high favorability, feeling of relief, and willingness to continue the interaction with robots that exhibited appropriate reactions to the touch of participants. Participants exhibited a positive impression when they decided the touch gesture of the robot rather than when instructed on how to touch it. The results of this study can provide guidelines for improving the design and utilization of robots, such as therapeutic robots, that work alongside humans.
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Zhang, Xiya, M. S. Balaji, and Yangyang Jiang. "Robots at your service: value facilitation and value co-creation in restaurants." International Journal of Contemporary Hospitality Management 34, no. 5 (March 18, 2022): 2004–25. http://dx.doi.org/10.1108/ijchm-10-2021-1262.
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Purpose This paper aims to understand the process of guest-robot value co-creation in the restaurant context. It empirically examines the guest perception of value facilitation by service robots and its impact on guest value co-creation and advocacy intentions. It also investigates the moderating role of interaction comfort in the relationship between service robot value facilitation and guest value co-creation. Design/methodology/approach A mixed-methods approach was adopted. Ten customers who had dined at a service robot restaurant in China were interviewed in the qualitative study, followed by a quantitative study with 252 restaurant patrons to test the relationships between service robot value facilitation, guest value co-creation, interaction comfort and advocacy intentions. Findings Guest perceptions of six robot attributes, including role significance, competence, social presence, warmth, autonomy and adaptability, determine service robot value facilitation. Interaction comfort moderates the influence of service robot value facilitation on guest value co-creation. Additionally, guest value co-creation mediates the effect of service robot value facilitation on advocacy intentions. Research limitations/implications This study offers an understanding of six robot attributes that can improve service robot value facilitation. Nevertheless, the authors collected data from guests who had experience at service robot restaurants. The authors encourage future research to use random sampling methods to ensure study representativeness. Practical implications This study offers strategic guidance for managers to deploy service robots in frontline roles in restaurants and provides important implications for service robot design to improve their facilitating role in the guest value co-creation process. Originality/value This study responds to a recent call for research on the role of service robots in the guest value co-creation experience. Unlike prior studies that focused on the adoption or acceptance of service robots, it examines the role of service robots in the value co-creation process (post-adoption stage). Furthermore, it is one of the early studies to identify and empirically examine the service robot attributes that enable value facilitation and foster value co-creation in guest-robot service encounters.
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Tung, Vincent Wing Sun, and Norman Au. "Exploring customer experiences with robotics in hospitality." International Journal of Contemporary Hospitality Management 30, no. 7 (July 9, 2018): 2680–97. http://dx.doi.org/10.1108/ijchm-06-2017-0322.
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PurposeThe purpose of this study is to explore consumer reviews with robotics based on the five dimensions for evaluating user experiences (i.e. embodiment, emotion, human-oriented perception, feeling of security and co-experience), as derived from research in human-robot interactions (HRI).Design/methodology/approachThe study first reviews the five dimensions for evaluating user experiences in HRI and then analyzes user experiences with robotics at four hotels (i.e. Yotel New York, Aloft Cupertino, Henn-na Hotel Japan and Marriott Residence Inn LAX) based on reviews on TripAdvisor, Agoda, Yelp and Booking.com.FindingsThe findings highlight the influence of robotic embodiment and human-oriented perceptions on consumer experiences. The findings also suggest that users and robots can co-create novel experiences, with some guests even proactively seeking new opportunities to interact and communicate with robots to develop a certain level of “relationship” with them.Research limitations/implicationsAn understanding of user experiences from HRIs can inform future hospitality and tourism research and management.Practical implicationsThis study contributes to hospitality and tourism management by highlighting current practices with robotics to suggest areas of improvements for enhancing future consumer experiences.Social implicationsConsumer experiences will change rapidly as hospitality and tourism management deploys robotics in the future.Originality/valueThis is one of the early studies in the field to explore consumer experiences with robotics based on the five dimensions for evaluating user experiences from research in HRI. In doing so, this study provides a number of theoretical and managerial implications relevant for hospitality and tourism research and practice.
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Fusté-Forné, Francesc, and Tazim Jamal. "Co-Creating New Directions for Service Robots in Hospitality and Tourism." Tourism and Hospitality 2, no. 1 (January 2, 2021): 43–61. http://dx.doi.org/10.3390/tourhosp2010003.
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Research on the relationship between automation services and tourism has been rapidly growing in recent years and has led to a new service landscape where the role of robots is gaining both practical and research attention. This paper builds on previous reviews and undertakes a comprehensive analysis of the research literature to discuss opportunities and challenges presented by the use of service robots in hospitality and tourism. Management and ethical issues are identified and it is noted that practical and ethical issues (roboethics) continue to lack attention. Going forward, new directions are urgently needed to inform future research and practice. Legal and ethical issues must be proactively addressed, and new research paradigms developed to explore the posthumanist and transhumanist transitions that await. In addition, closer attention to the potential of “co-creation” for addressing innovations in enhanced service experiences in hospitality and tourism is merited. Among others, responsibility, inclusiveness and collaborative human-robot design and implementation emerge as important principles to guide future research and practice in this area.
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Ye, Huiyue, Sunny Sun, and Rob Law. "A Review of Robotic Applications in Hospitality and Tourism Research." Sustainability 14, no. 17 (August 30, 2022): 10827. http://dx.doi.org/10.3390/su141710827.
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Recently, robots have been widely adopted in the hospitality and tourism industry. Efficient robots can help hoteliers and tourism suppliers with their repetitive or manual labor. Due to the coronavirus disease (COVID-19) pandemic, there is an increasing number of publications on robotic applications in hospitality and tourism. However, a comprehensive literature review of this realm remains lacking. Therefore, to provide a holistic view of the existing literature on robotic applications in hospitality and tourism, this study reviewed 86 extant robotic application-related articles by conducting descriptive analysis and content analysis. The findings of this study showed that most of the existing relevant studies were conducted from the perspective of consumers in the hospitality context. Potential future research directions for academics are identified herein. Practical implications on robotic adoption are also provided for industry practitioners.
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Abou-Shouk, Mohamed, Hesham Ezzat Gad, and Ayman Abdelhakim. "Exploring customers’ attitudes to the adoption of robots in tourism and hospitality." Journal of Hospitality and Tourism Technology 12, no. 4 (October 18, 2021): 762–76. http://dx.doi.org/10.1108/jhtt-09-2020-0215.
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Purpose This study aims to explore the factors affecting customers’ attitudes to the adoption of robots in hotels and travel agencies. Design/methodology/approach Structural equation modelling was used to test the extended technology acceptance model based on data collected from 570 customers of hotels and travel agencies. Findings The findings revealed that hotel customers have more positive attitudes to service robots than their peers in travel agencies. Originality/value This research contributes to the literature on robots in tourism and responds to the call to investigate customers’ attitudes to the adoption of robots in developing countries.
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Ersoy, Ayse Begum, and Ziqi Cui. "Service Robots Usage in Marketing Hospitality in China." Journal of Business Administration Research 10, no. 2 (September 12, 2021): 13. http://dx.doi.org/10.5430/jbar.v10n2p13.
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Since the coronavirus disease 2019(COVID-19) has had brought severe impact on all aspects of the world. A series of interpersonal distancing methods such as ensuring effective and safe social distancing among people, wearing masks, and traffic lockdown measures are also continuing to take effect to curb the continuing outbreak of the COVID-19 (“Advice for the public on COVID-19”, 2020). In response to the globally spread of COVID-19, many advanced technologies in the field of Artificial Intelligence (AI) were applied rapidly and played an essential role in the operation for several months. There are many different leading technology categories in the field of artificial intelligence and many different sub-categories within each main technology categories. Moreover, since the AGI technology does not yet reach the basic human intelligence level, this study will focus on the impact of service robots, which are already widely used in the NAI application category, on hospitality marketing in the current situation in China. In this paper the aim is to assess the effectiveness of use of service robots in Marketing Hospitality Industry during the pandemic through a quantitative study.
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Xu, Shi, Jason Stienmetz, and Mark Ashton. "How will service robots redefine leadership in hotel management? A Delphi approach." International Journal of Contemporary Hospitality Management 32, no. 6 (April 4, 2020): 2217–37. http://dx.doi.org/10.1108/ijchm-05-2019-0505.
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Purpose Using the Delphi technique, this paper aims to investigate how human resource experts perceive service robots will impact leadership and human resource management in the hospitality industry. Design/methodology/approach A three-stage Delphi study with hotel industry human resource experts was conducted to identify the key trends and major challenges that will emerge in the next ten years and how leaders should deal with the challenges brought about by service robot technologies. Findings The results show that while service robots are anticipated to increase efficiency and productivity of hotel activities, they may also pose challenges such as high costs, skill deficits and significant changes to the organizational structure and culture of hotels. Therefore, the anticipated applications and integration of robotic technology will require leaders of the future to carefully consider the balance between the roles of service robots and human employees in the guest experience and to nurture a work environment that embraces open-mindedness and change. Originality/value This is the first type of study to examine hospitality leadership and human resource management in the context of robotized hotels. This study has taken an important step to understand the leadership role in robotized hotels from a human resource perspective and brings clarity as to how robotic technology can influence leadership in the future workplace.
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Chen, Yujia, Tao Xue, Aarni Tuomi, and Ziya Wang. "Hotel robots: an exploratory study of Generation Z customers in China." Tourism Review 77, no. 5 (July 21, 2022): 1262–75. http://dx.doi.org/10.1108/tr-02-2022-0095.
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Purpose Given little light has been shed on the preference of Generation Z tourists or tourists from different cultural backgrounds toward service robot preference in hospitality contexts, this study aims to explore robot service preferences in the accommodation sector in the Chinese market, with a specific focus of Generation Z customers. Design/methodology/approach This study followed an exploratory sequential research design including two qualitative methods (i.e. projective techniques and semistructured interviews) to reach its objectives. Findings This study suggests that service robots are more preferred for routine tasks and gender differences exist in the preference of service robot’s anthropomorphism level. The preferences are driven by four factors based on different levels of hedonic and utilitarian values: experienced-hedonic value, utilitarian-hedonic value, task-relevant value and utilitarian value. Research limitations/implications First, because of the exploratory nature of this study, the data interpretation is unavoidably subjective; therefore, the results can be confirmed by using a more rigorous research method. Second, this study only focuses on the preference of Generation Z customers in China in the hotel sector; as the cultural differences exist in different countries, this study’s findings cannot be readily generalized across populations and service contexts. Finally, this study fails to dig into the effect of gender differences on varying levels of anthropomorphic attributes. Practical implications As hotels adopt service robots more widely, managers need to identify customers’ service preferences and prioritize tasks between robots and human resources for more efficient service. Particularly important is understanding the benefits and challenges of specific robot implementations rather than looking for a one-size-fits-all mode of operation. Originality/value To the best of the authors’ knowledge, this is the first study to understand robot service preference with regard to specific tourist groups in illustrating their preference for service delivery. Drawing on self-determination theory, this study potentially provides a theoretical basis for hotel service process optimization.
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Tenhundfeld, Nathan L., Elizabeth K. Phillips, and Jacob R. Davis. "Robot Career Fair: An Exploratory Evaluation of Anthropomorphic Robots in Various Career Categories." Proceedings of the Human Factors and Ergonomics Society Annual Meeting 64, no. 1 (December 2020): 1049–53. http://dx.doi.org/10.1177/1071181320641252.
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Robots are being used in a host of different work environments currently. However, to date there has been very little broad exploration into the designs of systems and how that affects users’ perception of fit for the robots in different job categories. In the present experiment we showed participants images of 252 robots and asked them to make assignments of the robots into 16 potential job categories taken from the U.S. Department of Labor. The robots’ overall human likeness, as well as four contributory components of anthropomorphism were used to predict job category assignment. Results indicate that participants expect higher levels of anthropomorphism in jobs with more direct human interactions (such as education and hospitality), whereas they expect minimal levels in jobs with less human interaction (e.g. agriculture and architecture). Results also indicate that there is more nuance required for these judgments than general human likeness.
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Seyitoğlu, Faruk, and Stanislav Ivanov. "Service robots and perceived discrimination in tourism and hospitality." Tourism Management 96 (June 2023): 104710. http://dx.doi.org/10.1016/j.tourman.2022.104710.
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Wakelin-Theron, Nicola. "ILLUSTRATING THE PERCEPTION OF STUDENTS TOWARDS AUTONOMOUS SERVICE ROBOTS IN THE TOURISM INDUSTRY: AN EXPLORATORY STUDY." Tourism and Hospitality Management 27, no. 2 (2021): 385–406. http://dx.doi.org/10.20867/thm.27.2.7.
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Research purpose – The purpose of the study was to explore the students’ perceptions towards autonomous service robots, using interviews and, in a novel manner, also their drawings, to generate data. The paper contributes to current knowledge claims around the Techno-Economic Paradigm by providing a greater understanding of, and student response to, autonomous service robots. Additional insights were gained on transformational skills set for tourism practitioners. Design/Methodology/Approach – A qualitative approach followed a participatory research design which was set in a public higher education institution. Undergraduate tourism and hospitality students who had previous exposure and engagement with robots were the purposive sample. The paper draws on the Techno-Economic Paradigm to illuminate how, according to students’ experiences and perceptions, autonomous robots interact in, and disrupt, the tourism industry. Findings – Four main drawings essentially expressed tourism and hospitality students’ perceptions of autonomous service robots in the tourism industry. Centrally there are opportunities for the absorption of robots in certain sectors of the tourism industry. Despite greater use of robots in service-driven industries like tourism, it remains challenging to establish the right balance between humans and robots, and up- and re-skilling transformation would be required of those working in the tourism industry and those studying towards a tourism qualification. This study advances that additional research is still required, including longitudinal studies on the effects of autonomous services in the tourism industry, as well as students’ perception on the use of robots, re-skilling as well as ethical risks to customers, the greater value to the economy and those working in the tourism industry. Originality of the research – The article contributes to the use of visual methodology as part of data generation, specifically how students’ perceptions regarding autonomous robots in the tourism industry were graphically distilled using this methodology.
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Ivanov, Stanislav, and Craig Webster. "Robots in tourism: A research agenda for tourism economics." Tourism Economics 26, no. 7 (October 2, 2019): 1065–85. http://dx.doi.org/10.1177/1354816619879583.
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The technological advances in artificial intelligence and robotics allow the massive introduction of service robots by travel, tourism and hospitality companies. While research on service robots in tourism is gaining momentum, the economic aspects of robots’ adoption have been quite neglected. This article critically evaluates the current research on the economic aspects of service robots in tourism and the implications of robots for tourism economics as a field of research in three domains: tourism supply, tourism demand and destination management. In that way, the article delves into the economics of service robots from the perspectives of the tourism companies, the tourists and the destinations as a whole. On the basis of this discussion, the article identifies various research directions and develops specific research questions related to the adoption of robots in tourism that need to be answered by future research in tourism economics.
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Lee, Gyutae, and Yunsik Kim. "Effects of Resistance Barriers to Service Robots on Alternative Attractiveness and Intention to Use." SAGE Open 12, no. 2 (April 2022): 215824402210992. http://dx.doi.org/10.1177/21582440221099293.
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This study examined the effect of resistance barriers on alternative attractiveness of service robots and intention to use to explain the effect of innovation resistance against such robots on customer behavior. An online survey was conducted with South Korean customers who had used hotel rooms in the past year. This study tested its hypotheses with partial least squares–structural equation modeling. The results indicate that usage barriers related to customers’ familiarity with use and tradition as well as image barriers caused by psychological instability and decreased alternative attractiveness. However, the value and risk barriers based on technological level had no significant effect on alternative attractiveness. The results show that alternative attractiveness increases intention to use; however, alternative attractiveness affected by resistance barriers decreases intention to use. This study broadens the research scope by applying the innovation resistance theory to prior service robot literature with pro-innovation bias. Hospitality managers can refer to these results to design service environments that can lower the resistance barrier against using service robots.
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De Keyser, Arne, and Werner H. Kunz. "Living and working with service robots: a TCCM analysis and considerations for future research." Journal of Service Management 33, no. 2 (February 24, 2022): 165–96. http://dx.doi.org/10.1108/josm-12-2021-0488.
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PurposeService robots are now an integral part of people's living and working environment, making service robots one of the hot topics for service researchers today. Against that background, the paper reviews the recent service robot literature following a Theory-Context-Characteristics-Methodology (TCCM) approach to capture the state of art of the field. In addition, building on qualitative input from researchers who are active in this field, the authors highlight where opportunities for further development and growth lie.Design/methodology/approachThe paper identifies and analyzes 88 manuscripts (featuring 173 individual studies) published in academic journals featured on the SERVSIG literature alert. In addition, qualitative input gathered from 79 researchers who are active in the service field and doing research on service robots is infused throughout the manuscript.FindingsThe key research foci of the service robot literature to date include comparing service robots with humans, the role of service robots' look and feel, consumer attitudes toward service robots and the role of service robot conversational skills and behaviors. From a TCCM view, the authors discern dominant theories (anthropomorphism theory), contexts (retail/healthcare, USA samples, Business-to-Consumer (B2C) settings and customer focused), study characteristics (robot types: chatbots, not embodied and text/voice-based; outcome focus: customer intentions) and methodologies (experimental, picture-based scenarios).Originality/valueThe current paper is the first to analyze the service robot literature from a TCCM perspective. Doing so, the study gives (1) a comprehensive picture of the field to date and (2) highlights key pathways to inspire future work.
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Milman, Ady, Asli Tasci, and Tingting(Christina) Zhang. "Perceived robotic server qualities and functions explaining customer loyalty in the theme park context." International Journal of Contemporary Hospitality Management 13, no. 12 (November 25, 2020): 3895–923. http://dx.doi.org/10.1108/ijchm-06-2020-0597.
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Purpose This paper aims to explore theme park visitors’ attitudes toward interacting with robots and investigated the qualities and functions of robotic servers and their influence on customers’ loyalty. A structural equation modeling approach was used to identify the complex relationships among variables in the entire network. Design/methodology/approach An online survey randomly assigned respondents to four different robotic server scenarios with robots that look like humans, animals, cartoon characters and anime features. The influence of robot types was investigated by manipulating robot type with four different pictures; however, the data were analyzed with a structural equation modeling model to identify the complex relationships rather than one-way analysis of variance to identify influences of robot types on different variables in separate analyzes. Findings The data collected from the 385 experienced theme park visitors revealed that perception of robots with human orientation and safety qualities had the strongest effect on the perceived robotic functionality, while emotions and co-creation qualities hardly had any effect on the perceived functionality, which included utilitarian rather than experiential functions such as excitement. Human orientation qualities, regardless of the specific robotic design, had a significant impact on perceived robotic functionality. The study also revealed a strong positive influence of perceived robotic functionality on customer loyalty. Originality/value The debate of whether or not to introduce and blend the growing robotic technology into the theme park experience is in its infancy. The study contributes to the theory of how robotics qualities and functions can augment customer loyalty.
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Shin, Hyejo Hailey, and Miyoung Jeong. "Guests’ perceptions of robot concierge and their adoption intentions." International Journal of Contemporary Hospitality Management 32, no. 8 (July 10, 2020): 2613–33. http://dx.doi.org/10.1108/ijchm-09-2019-0798.
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Purpose The hotel industry has witnessed an increasing number of service automation through service robots such as robot concierges. However, few studies have documented how to identify how hotel guests perceive a robot concierge for their service encounter. Therefore, the purpose of this study is to examine the effects of robot concierges on hotel guests’ attitudes and adoption intentions of robot concierges. Design/methodology/approach This study investigated the effects of robot concierges’ morphology and their level of interactivity with guests at different levels of hotel service on guests’ attitudes and their intentions to adopt robot concierges. To achieve the study’s objectives, this study conducted a 3 × 2 × 3 between-subjects factorial design experiment. Moreover, the survey asked questions about subjects’ preferences of their service encounters (e.g. human employees, robot concierges and/or no preference) and reasons for their selected preference. Findings The results demonstrated that the robot’s morphology significantly influenced guests’ attitudes toward robot concierges. In particular, the caricatured robot was the most preferred morphology of robot concierges. The findings showed that even if guests had favorable attitudes toward robot concierges, they preferred human employees to robot concierges because of humans’ sincere and genuine interactions. Originality/value This study contributes to the literature by investigating the causal impacts of the morphology of robot concierges, level of interactivity and level of hotel service on guests’ attitudes toward robot concierges. The thematic analysis of service encounter preference provides an overview of the factors that guests expect for their service encounters in a hotel setting.
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Seo, Kyung Hwa, and Jee Hye Lee. "The Emergence of Service Robots at Restaurants: Integrating Trust, Perceived Risk, and Satisfaction." Sustainability 13, no. 8 (April 15, 2021): 4431. http://dx.doi.org/10.3390/su13084431.
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As various types of robots increasingly influence consumers’ service experiences, companies need to consider how to be competitive in this new artificial intelligence and service automation business environment. However, only limited studies have investigated the factors involved in consumer behaviors toward robot restaurant visitors and their impacts. This study integrates trust, the perceived risk, and satisfaction with the well-known Technology Acceptance Model’s (TAM) original constructs (perceived usefulness, perceived ease of use, and acceptance) in the robot service restaurant setting. A scenario-based online survey was performed on 338 respondents. Structural equational modeling shows the direct impact of PU (perceived usefulness) and the indirect impact of PEOU (perceived ease of use) on consumers’ revisit intention to robot restaurants. Trust significantly increases PU and PEOU toward a service robot, and increased trust in robot service decreases the perceived risk as well as increases satisfaction. Further, perceived risk decreases satisfaction and revisit intention. The study provides useful information for hospitality marketers to acknowledge how consumers accept robot service and better understand the key drivers of robot restaurant revisit intention.
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Milman, Ady, and Asli D. A. Tasci. "Consumer reactions to different robotic servers in theme parks." Journal of Hospitality and Tourism Technology 13, no. 2 (March 10, 2022): 314–32. http://dx.doi.org/10.1108/jhtt-03-2021-0102.
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Purpose This study aims to understand the theme park visitors’ perceived robotic qualities featured in four different robots, assess their robotic functions and consumers’ loyalty toward four different robotic server types. Design/methodology/approach A structured online survey of 399 respondents measured and compared consumer perceptions related to qualities and functions of robots in a theme park context and consumers’ behavioral intentions in four different robotic scenarios – anime, cartoon-like, human-like and animal-like robots in theme parks. Survey data were collected on an online platform and analyzed by SPSS. Findings The results showed some expected differences in robotic qualities among the different robot-type scenarios, but similar reactions overall. The findings also provided insight into the type of robots that consumers prefer and showed a little more preference toward human-like robotic servers. Research limitations/implications The study was restricted to several robotic scenarios in North American theme parks. Future qualitative and quantitative studies should look in more detail at theme park visitors’ participation in the robotic service delivery process, the robots’ mobility and interactions with fellow visitors. Practical implications The findings can guide practitioners on robots’ looks, qualities and functionalities to consider for introducing to their patrons to create more interactive environments and experiences. Originality/value The study revealed some new knowledge about consumer expectations for robotic servers in theme parks. To the best of the authors’ knowledge, this is the first study that compares different robot types on their perceived appearance, qualities and functionality, or consumers’ behavioral tendencies in the context of theme parks.
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Foris, Diana, Natalia Crihălmean, and Teodora Maria Pănoiu. ""THE NEW TECHNOLOGIES AND SUSTAINABLE PRACTICES IN HOSPITALITY"." SERIES V - ECONOMIC SCIENCES 13(62), no. 2 (December 21, 2020): 65–74. http://dx.doi.org/10.31926/but.es.2020.13.62.2.7.
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The purpose of this paper is to provide a perspective on the possibility of implementing new technologies and sustainable practices in hotels, conducting a case study on the four-star Alpin Hotel, located in the resort Poiana Brasov in Romania. The study includes a specific way of analysis; in this sense a set of assessment criteria was developed based on the following topics: environmentally friendly practices, staff attitude, technology, smart room, product design, robots and AI. The results are useful for hotel owners and managers
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Paluch, Stefanie, Sven Tuzovic, Heiko F. Holz, Alexander Kies, and Moritz Jörling. "“My colleague is a robot” – exploring frontline employees' willingness to work with collaborative service robots." Journal of Service Management 33, no. 2 (November 17, 2021): 363–88. http://dx.doi.org/10.1108/josm-11-2020-0406.
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PurposeAs service robots increasingly interact with customers at the service encounter, they will inevitably become an integral part of employee's work environment. This research investigates frontline employee's perceptions of collaborative service robots (CSR) and introduces a new framework, willingness to collaborate (WTC), to better understand employee–robot interactions in the workplace.Design/methodology/approachDrawing on appraisal theory, this study employed an exploratory research approach to investigate frontline employees' cognitive appraisal of service robots and their WTC with their nonhuman counterparts in service contexts. Data collection consisted of 36 qualitative problem-centered interviews. Following an iterative thematic analysis, the authors introduce a research framework of frontline employees' WTC with service robots.FindingsFirst, this study demonstrates that the interaction between frontline employees and service robots is a multistage appraisal process based on adoption-related perceptions. Second, it identifies important attributes across three categories (employee, robot and job attributes) that provide a foundation to understand the appraisal of CSRs. Third, it presents four employee personas (supporter, embracer, resister and saboteur) that provide a differentiated perspective of how service employee–robot collaboration may differ.Practical implicationsThe article identifies important factors that enable and restrict frontline service employees' (FSEs’) WTC with robots.Originality/valueThis is the first paper that investigates the appraisal of CSRs from the perspective of frontline employees. The research contributes to the limited research on human–robot collaboration and expands existing technology acceptance models that fall short to explain post-adoptive coping behavior of service employees in response to service robots in the workplace.
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Wirtz, Jochen, Paul G. Patterson, Werner H. Kunz, Thorsten Gruber, Vinh Nhat Lu, Stefanie Paluch, and Antje Martins. "Brave new world: service robots in the frontline." Journal of Service Management 29, no. 5 (October 15, 2018): 907–31. http://dx.doi.org/10.1108/josm-04-2018-0119.
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Purpose The service sector is at an inflection point with regard to productivity gains and service industrialization similar to the industrial revolution in manufacturing that started in the eighteenth century. Robotics in combination with rapidly improving technologies like artificial intelligence (AI), mobile, cloud, big data and biometrics will bring opportunities for a wide range of innovations that have the potential to dramatically change service industries. The purpose of this paper is to explore the potential role service robots will play in the future and to advance a research agenda for service researchers. Design/methodology/approach This paper uses a conceptual approach that is rooted in the service, robotics and AI literature. Findings The contribution of this paper is threefold. First, it provides a definition of service robots, describes their key attributes, contrasts their features and capabilities with those of frontline employees, and provides an understanding for which types of service tasks robots will dominate and where humans will dominate. Second, this paper examines consumer perceptions, beliefs and behaviors as related to service robots, and advances the service robot acceptance model. Third, it provides an overview of the ethical questions surrounding robot-delivered services at the individual, market and societal level. Practical implications This paper helps service organizations and their management, service robot innovators, programmers and developers, and policymakers better understand the implications of a ubiquitous deployment of service robots. Originality/value This is the first conceptual paper that systematically examines key dimensions of robot-delivered frontline service and explores how these will differ in the future.
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Belanche, Daniel, Luis V. Casaló, Carlos Flavián, and Jeroen Schepers. "Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success." Journal of Service Management 31, no. 2 (March 9, 2020): 267–89. http://dx.doi.org/10.1108/josm-05-2019-0156.
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PurposeService robots are taking over the organizational frontline. Despite a recent surge in studies on this topic, extant works are predominantly conceptual in nature. The purpose of this paper is to provide valuable empirical insights by building on the attribution theory.Design/methodology/approachTwo vignette-based experimental studies were employed. Data were collected from US respondents who were randomly assigned to scenarios focusing on a hotel’s reception service and restaurant’s waiter service.FindingsResults indicate that respondents make stronger attributions of responsibility for the service performance toward humans than toward robots, especially when a service failure occurs. Customers thus attribute responsibility to the firm rather than the frontline robot. Interestingly, the perceived stability of the performance is greater when the service is conducted by a robot than by an employee. This implies that customers expect employees to shape up after a poor service encounter but expect little improvement in robots’ performance over time.Practical implicationsRobots are perceived to be more representative of a firm than employees. To avoid harmful customer attributions, service providers should clearly communicate to customers that frontline robots pack sophisticated analytical, rather than simple mechanical, artificial intelligence technology that explicitly learns from service failures.Originality/valueCustomer responses to frontline robots have remained largely unexplored. This paper is the first to explore the attributions that customers make when they experience robots in the frontline.
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Perić, Marko, and Vanja Vitezić. "Tourism Getting Back to Life after COVID-19: Can Artificial Intelligence Help?" Societies 11, no. 4 (September 22, 2021): 115. http://dx.doi.org/10.3390/soc11040115.
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Measures aimed at keeping physical and social distance during the COVID-19 pandemic have started to be a big challenge for service industries all over the world. The utilization of new technologies such as artificial intelligence (AI robots) in hospitality and tourism can be imposed as a potential safety-related problem solver. This study explores consumers’ intentions to use hospitality services once all restrictions related to COVID-19 have been relaxed as well as their perception of how important they find some of the safety-related protective measures when visiting accommodation facilities. Respondents find that more rigorous cleaning techniques, additional disinfection, and hand sanitizer stations are the most important safety-related protective measures when staying at the accommodation facility. Although the respondents do not perceive AI robots as an important protective measure or beneficial in delivering a catering service, the results indicate some significant differences between more and less risk-averse travelers suggesting some potential strategic pathways during the crisis but also in the post-coronavirus future.
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Hu, Yaou, Hyounae (Kelly) Min, and Na Su. "How Sincere is an Apology? Recovery Satisfaction in A Robot Service Failure Context." Journal of Hospitality & Tourism Research 45, no. 6 (May 6, 2021): 1022–43. http://dx.doi.org/10.1177/10963480211011533.
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This study examined the effects of service recovery entities (i.e., robot-generated text, robot-generated voice, and human service employee) on recovery satisfaction through the mediation of perceived sincerity. This study also tested the moderating role of the need for human interaction. The results of this study suggest that people perceive service recovery provided by a human to be more sincere than that provided by a service robot, thereby leading to higher levels of satisfaction. Moreover, this effect is stronger for those with a stronger need for human interaction. However, differences in perceived sincerity and recovery satisfaction were not identified between the use of service robots generating either text or a voice to express an apology. This study contributes to the theoretical discussion on ways to enhance customer experiences in robot service environments and provides insights that can guide service management in the hospitality and tourism industry.
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Zemke, Dina Marie V., Jason Tang, Carola Raab, and Jungsun Kim. "How To Build a Better Robot . . . for Quick-Service Restaurants." Journal of Hospitality & Tourism Research 44, no. 8 (August 5, 2020): 1235–69. http://dx.doi.org/10.1177/1096348020946383.
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Hospitality firms are exploring opportunities to incorporate innovative technologies, such as robotics, into their operations. This qualitative study used focus groups to investigate diner perspectives on issues related to using robot technology in quick-service restaurant (QSR) operations. QSR guests have major concerns regarding the societal impact of robotics entering the realm of QSR operations; the cleanliness and food safety of robot technology; and communication quality, especially voice recognition, from both native and nonnative English speakers. Participants also offered opinions about the functionality and physical appearance of robots, the value of the “human touch,” and devised creative solutions for deploying this technology. Surprisingly, few differences in attitudes and perceptions were found between age groups, and the participants were highly ambivalent about the technology. Future research may consider further exploration of robot applications in other restaurant segments, using quantitative methods with a larger sample.
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Kumar, Suneel, Varinder Kumar, and Kamlesh Attri. "IMPACT OF ARTIFICIAL INTELLIGENCE AND SERVICE ROBOTS IN TOURISM AND HOSPITALITY SECTOR: CURRENT USE & FUTURE TRENDS." Administrative Development 'A Journal of HIPA, Shimla' 8, SI-1 (October 6, 2021): 59–83. http://dx.doi.org/10.53338/adhipa2021.v08.si01.04.
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Every aspect of the tourist experience has been transformed and automated due to the recent development and application of advanced technology like Artificial Intelligence and robotic services. Tourism and hospitality have seen tremendous changes due to the transformation brought about by the growth of information and communication technologies (ICT). This article will review current research and literature on Artificial Intelligence (AI) and robotics use in hotels and hospitality. The study will majorly centre on three filed of AI and automation applications. First, it explores the present position and current application of artificial intelligence and automation like robotics research in daily modern contemporary society, showcasing their use in each sector of the tourism and hospitality sectors; secondly, it analysed the Artificial intelligence and robotics impact on employment and job opportunities, consumers, and as well as businesses and society at large. Lastly, it examines the possible future trends of AI and robots in the tourism and hospitality sector to see what advantages or dangers may be derived from their use.
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SU, Dikun. "A Study on the Acceptance Attitudes of Chinese Populations Towards Service Robots in the Midst of an Epidemic." Highlights in Science, Engineering and Technology 16 (November 10, 2022): 298–303. http://dx.doi.org/10.54097/hset.v16i.2514.
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Before the World Health Organization declared novel coronavirus pneumonia (COVID-19) a pandemic in 2019, service robots were already in use and in the process of being further developed. In the wake of the COVID-19 outbreak, frontline service robots became a hot topic of discussion to keep social distance and control the outbreak. And now, as each country adapts to the new crown epidemic normality, China is still pursuing a dynamic clearance policy. In this particular context, and in turn, the analysis online review examines the perceptions and attitudes of the Chinese public towards the application of robots in the service industry. Their evaluations of service robots on five dimensions are summarized. It is concluded that the public is more receptive to service robots, finds them useful for epidemic prevention and control and is amused and curious. This provides a reference for those in charge of many service industries, such as the hospitality tourism industry, to take advantage of this opportunity to develop services as a combination of robots and humans to further broaden the market.
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Kang, Qi, Lingxu Zhou, Jingyu Liu, and Yaxuan Ran. "Do contagion cues shape customers’ willingness to adopt hospitality service robots?" International Journal of Hospitality Management 104 (July 2022): 103244. http://dx.doi.org/10.1016/j.ijhm.2022.103244.
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Haynes, Natalie Claire. "Robots, Artificial Intelligence and Service Automation in Travel, Tourism and Hospitality." Journal of Tourism Futures 6, no. 2 (June 1, 2020): 191–92. http://dx.doi.org/10.1108/jtf-06-2020-149.
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Huang, Dan, Qiurong Chen, Jiahui Huang, Shaojun Kong, and Zhiyong Li. "Customer-robot interactions: Understanding customer experience with service robots." International Journal of Hospitality Management 99 (October 2021): 103078. http://dx.doi.org/10.1016/j.ijhm.2021.103078.
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Schepers, Jeroen, and Sandra Streukens. "To serve and protect: a typology of service robots and their role in physically safe services." Journal of Service Management 33, no. 2 (January 25, 2022): 197–209. http://dx.doi.org/10.1108/josm-11-2021-0409.
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PurposeAlthough consumers feel that the move toward service robots in the frontline so far was driven by firms' strive to replace human service agents and realize cost savings accordingly, the COVID-19 pandemic has led customers to appreciate frontline robots' ability to provide services in ways that keep them safe and protected from the virus. Still, research on this topic is scant. This article offers guidance by providing a theoretical backdrop for the safety perspective on service robots, as well as outlining a typology that researchers and practitioners can use to further advance this field.Design/methodology/approachA typology is developed based on a combination of a theory- and practice-driven approach. Departing from the type of behavior performed by the service robot, the typology synthesizes three different service robot roles from past literature and proposes three new safety-related role extensions. These safety-related roles are derived from a search for examples of how service robots are used in practice during the COVID-19 pandemic.FindingsThe typology's roles are corroborated by discussing relevant robot implementations around the globe. Jointly, the six roles give rise to several ideas that jointly constitute a future research agenda.Originality/valueThis manuscript is (one of) the first to provide in-depth attention to the phenomenon of service customers' physical safety needs in the age of service robots. In doing so, it discusses and ties together theories and concepts from different fields, such as hierarchy of needs theory, evolutionary human motives theory, perceived risk theory, regulatory focus theory, job demand–resources theory, and theory of artificial intelligence job replacement.
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Cha, Seong Soo. "Customers’ intention to use robot-serviced restaurants in Korea: relationship of coolness and MCI factors." International Journal of Contemporary Hospitality Management 32, no. 9 (August 10, 2020): 2947–68. http://dx.doi.org/10.1108/ijchm-01-2020-0046.
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Purpose This study aims to empirically test a theoretical model by defining customers’ intention to use services of restaurant robots, which are rapidly developing in Korea. The proposed model incorporates three stages: coolness, motivated consumer innovativeness (MCI) and the theory of planned behaviour. Design/methodology/approach A total of 420 questionnaires were issued. The results were analysed to verify the reliability and validity of the measured variables. Structural equation modelling was used to test the research hypotheses. Findings The results showed that hedonically motivated consumer innovativeness (hMCI) and socially motivated consumer innovativeness (sMCI) have positive effects on attitude and are enhanced by attractiveness, utility, subcultural appeal and originality. However, the relationship between MCI and attitude differed among age groups. Practical implications The results revealed that sensory elements of robot services improve customer attitudes towards the use of robots in restaurants. This is a key finding that restaurant marketers should consider, because non-face-to-face services are becoming increasingly important in the current COVID-19 context. Originality/value This study analysed the relationship between coolness, MCI and the theory of planned behaviour in the context of robot-serviced restaurants and how the relationship between MCIs and attitude differed among the young and older customers. Practical implications are suggested.
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Cain, Lisa Nicole, John H. Thomas, and Miguel Alonso Jr. "From sci-fi to sci-fact: the state of robotics and AI in the hospitality industry." Journal of Hospitality and Tourism Technology 10, no. 4 (November 27, 2019): 624–50. http://dx.doi.org/10.1108/jhtt-07-2018-0066.
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Purpose This paper aims to review the extant hospitality and tourism literature on the state of robotics and artificial intelligence (AI) in the service industry. The aim was to highlight the current areas of research on this emerging topic and identify areas for future application and study. Design/methodology/approach A list of hospitality and tourism journals was used to identify articles related to AI and robotics using the terms AI, robots, robotics, hospitality and tourism, and several combinations thereof. Additional sources were identified through the literature reviews from the identified works. Findings The findings revealed several studies on the current state of robotics and AI in hospitality and tourism. Additional research examines and discusses implications for internal and external customer service, legal and ethical issues and theory. Originality/value This paper provides a compilation of the current studies that examine the impact of robotics and AI in hospitality and tourism. It offers scholars an overview of the current knowledge in the field on this rapidly emerging and evolving topic.
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Čaić, Martina, Gaby Odekerken-Schröder, and Dominik Mahr. "Service robots: value co-creation and co-destruction in elderly care networks." Journal of Service Management 29, no. 2 (March 12, 2018): 178–205. http://dx.doi.org/10.1108/josm-07-2017-0179.
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Purpose The purpose of this paper is to investigate the potential roles for service robots (i.e. socially assistive robots) in value networks of elderly care. Taking an elderly person’s perspective, it defines robot roles according to their value co-creating/destroying potential for the elderly user (i.e. focal actor), while acknowledging consequences for a network of users around the elderly (i.e. network actors). Design/methodology/approach This qualitative, interpretative study employs in-depth phenomenographic interviews, supported by generative cards activities (i.e. Contextual Value Network Mapping), to elicit an elderly person’s tacit knowledge and anticipate the effects of introducing an automated actor on institutionalized value co-creation practices. Findings The proposed typology identifies six roles of socially assistive robots in an elderly person’s value network (enabler, intruder, ally, replacement, extended self, and deactivator) and links them to three health-supporting functions by robots: safeguarding, social contact, and cognitive support. Research limitations/implications Elderly people have notable expectations about the inclusion of a socially assistive robot as a new actor in their value networks. The identified robot roles inform service scholars and managers about both the value co-destruction potential that needs to be avoided through careful designs and the value co-creation potential that should be leveraged. Originality/value Using network-conscious phenomenographic interviews before the introduction of a novel value proposition sheds new light on the shifting value co-creation interplay among value network actors (i.e. elderly people, formal and informal caregivers). The value co-creation/destruction potential of socially assistive robots and their corresponding roles in care-based value networks offer insights for the design of meaningful robotic technology and its introduction into the existing service networks.
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Pitardi, Valentina, Jochen Wirtz, Stefanie Paluch, and Werner H. Kunz. "Service robots, agency and embarrassing service encounters." Journal of Service Management 33, no. 2 (October 5, 2021): 389–414. http://dx.doi.org/10.1108/josm-12-2020-0435.
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PurposeExtant research mainly focused on potentially negative customer responses to service robots. In contrast, this study is one of the first to explore a service context where service robots are likely to be the preferred service delivery mechanism over human frontline employees. Specifically, the authors examine how customers respond to service robots in the context of embarrassing service encounters.Design/methodology/approachThis study employs a mixed-method approach, whereby an in-depth qualitative study (study 1) is followed by two lab experiments (studies 2 and 3).FindingsResults show that interactions with service robots attenuated customers' anticipated embarrassment. Study 1 identifies a number of factors that can reduce embarrassment. These include the perception that service robots have reduced agency (e.g. are not able to make moral or social judgements) and emotions (e.g. are not able to have feelings). Study 2 tests the base model and shows that people feel less embarrassed during a potentially embarrassing encounter when interacting with service robots compared to frontline employees. Finally, Study 3 confirms that perceived agency, but not emotion, fully mediates frontline counterparty (employee vs robot) effects on anticipated embarrassment.Practical implicationsService robots can add value by reducing potential customer embarrassment because they are perceived to have less agency than service employees. This makes service robots the preferred service delivery mechanism for at least some customers in potentially embarrassing service encounters (e.g. in certain medical contexts).Originality/valueThis study is one of the first to examine a context where service robots are the preferred service delivery mechanism over human employees.
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Pitardi, Valentina, Jochen Wirtz, Stefanie Paluch, and Werner H. Kunz. "Service robots, agency and embarrassing service encounters." Journal of Service Management 33, no. 2 (October 5, 2021): 389–414. http://dx.doi.org/10.1108/josm-12-2020-0435.
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PurposeExtant research mainly focused on potentially negative customer responses to service robots. In contrast, this study is one of the first to explore a service context where service robots are likely to be the preferred service delivery mechanism over human frontline employees. Specifically, the authors examine how customers respond to service robots in the context of embarrassing service encounters.Design/methodology/approachThis study employs a mixed-method approach, whereby an in-depth qualitative study (study 1) is followed by two lab experiments (studies 2 and 3).FindingsResults show that interactions with service robots attenuated customers' anticipated embarrassment. Study 1 identifies a number of factors that can reduce embarrassment. These include the perception that service robots have reduced agency (e.g. are not able to make moral or social judgements) and emotions (e.g. are not able to have feelings). Study 2 tests the base model and shows that people feel less embarrassed during a potentially embarrassing encounter when interacting with service robots compared to frontline employees. Finally, Study 3 confirms that perceived agency, but not emotion, fully mediates frontline counterparty (employee vs robot) effects on anticipated embarrassment.Practical implicationsService robots can add value by reducing potential customer embarrassment because they are perceived to have less agency than service employees. This makes service robots the preferred service delivery mechanism for at least some customers in potentially embarrassing service encounters (e.g. in certain medical contexts).Originality/valueThis study is one of the first to examine a context where service robots are the preferred service delivery mechanism over human employees.
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Qiu, Hailian, Minglong Li, Boyang Shu, and Billy Bai. "Enhancing hospitality experience with service robots: the mediating role of rapport building." Journal of Hospitality Marketing & Management 29, no. 3 (August 6, 2019): 247–68. http://dx.doi.org/10.1080/19368623.2019.1645073.
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Chew, Esyin, and Xin Ni Chua. "Robotic Chinese language tutor: personalising progress assessment and feedback or taking over your job?" On the Horizon 28, no. 3 (July 6, 2020): 113–24. http://dx.doi.org/10.1108/oth-04-2020-0015.
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Purpose The shortage of Chinese language teachers have been identified as a pressing issue globally. This paper aims to respond to the needs by investigating and designing the learning innovation with autonomous programmable robot, NAO. Design/methodology/approach By thoughtfully embedding NAO robot into teaching basic Chinese language, this research demonstrates an inquiry qualitative case study of artificial intelligence design principles and learning engagement with rule-based reasoning and progress test design. Findings This state-of-the arts robot use its emotion recognition and body language automated (LED eye with various colours) to demonstrate the Chinese words, to increase learners’ understanding and enhance their memory of the words learned. The responses conclude that the novel learning experience is more fun and interesting, thus the engagement from the axis of novelty, interactivity, motivation and interest is enhanced. Research limitations/implications It is recognised that the number of research participants was small, but the qualitative finding demonstrate key issues and recommendation that may inspire future empirical research. Practical implications Today, robotics is a rapidly growing field and has received significant attention in education. Humanoid robots are now increasingly used in fields such as education, hospitality, entertainment and health care. Educational robots are anticipated to serve as teaching assistants. Originality/value The learning engagement paradigm has shifted from manual engagement to personal response systems or mixed-reality on mobile platforms, and now with the humanoid robot, the recommendation of four principles and future work and for designing humanoid robot as a language tutor are discussed. The educational robot model can be changed to a newer robot such as CANBOT U05E.