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Purpose The 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/approach The 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. Findings The 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/implications An understanding of user experiences from HRIs can inform future hospitality and tourism research and management. Practical implications This study contributes to hospitality and tourism management by highlighting current practices with robotics to suggest areas of improvements for enhancing future consumer experiences. Social implications Consumer experiences will change rapidly as hospitality and tourism management deploys robotics in the future. Originality/value This 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.

Purpose The purpose of this study is to review recent work in the robotics literature and identify future opportunities for consumer/tourist experience research in human-robot interactions (HRIs). Design/methodology/approach The paper begins by covering the framework of robotic agent presence and embodiment that are relevant for HRI. Next, the paper identifies future opportunities for hospitality and tourism scholars to undertake consumer/tourist experience research in HRIs. Findings The result of this study provided potential directions for advancing theoretical, methodological and managerial implications for tourism experience research in HRI. Research limitations/implications Concepts from robotics research are diffusing into a range of disciplines, from engineering to social sciences. These advancements open many unique, yet urgent, opportunities for hospitality and tourism research. Practical implications This paper illustrates the speed at which robotics research is progressing. Moreover, the concepts reviewed in this research on robotic presence and embodiment are relevant for real-world applications in hospitality and tourism. Social implications Developments in robotics research will transform hospitality and tourism experiences in the future. Originality/value This research is one of the early papers in the field to review robotics research and provide innovative directions to broaden the interdisciplinary perspective for future hospitality and tourism research.

This study develops and tests a model to investigate the effects of memorable tourism experiences on future behavioral intentions (e. g., revisiting). A structural equation modeling analysis reveals that the memorable experiential components of involvement, hedonism, and local culture positively affect behavioral intention to revisit the same destination, repractice the same tourist activities, and generate positive word-of-mouth publicity. The research findings contribute to a better understanding of memorable tourism experiences and the experiential factors that enhance positive behavioral intentions. The theoretical and managerial implications of the study results are discussed in detail.

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