Can a Humanoid Robot Engage in Heartwarming Interaction Service at a Hotel?

Nakanishi, Junya; Kuramoto, Itaru; Baba, Jun; Ogawa, Kazuhiko; Yoshikawa, Yuichiro; Ishiguro, Hiroshi

doi:10.1145/3284432.3284448

Cited by 32 publications

(18 citation statements)

References 26 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…People are more willing to accept robots like pets than real people. In the case of Nakanishi's research [26], most participants admit that interacting with robots can produce positive responses. However, some participants claim that the hotel does not need such a system, which may be related to a value-added but not essential service.…”

Section: Innovative Cases With Service Robotsmentioning

confidence: 99%

A Systematic Review for Service Humanoid Robotics Model in Hospitality

Yang

Chew

2020

Int J of Soc Robotics

View full text Add to dashboard Cite

Nowadays, the Fourth Industrial Revolution has brought artificial intelligence to the forefront, and more and more intelligent robots begin to be used in the hospitality industry. In this study, the application of service humanoid robots in the hospitality industry is investigated based on Cardiff Metropolitan University EUREKA Robotics Lab’s robot as reported by Lab (in Eureka robotics lab, 2017, https://www.cardiffmet.ac.uk/technologies/Pages/EUREKA-Robotics-Lab.aspx). The research ontology of this study is post-positivism. The research philosophy of this research is phenomenology. Phenomenological studies have indicated that this phenomenon can only be truly understood and experienced through subjective immersive research directly involving researchers, and the interaction among researchers is an integral part of the research. In this study, the data are collated through case researches and experimental interviews. Finally, Some proposals for transforming the traditional hospitality industry into the direction of intelligence is summarized. In future research, a technical model combining artificial intelligence will be further developed.

show abstract

Section: Innovative Cases With Service Robotsmentioning

confidence: 99%

A Systematic Review for Service Humanoid Robotics Model in Hospitality

Yang

Chew

2020

Int J of Soc Robotics

View full text Add to dashboard Cite

show abstract

“…Exemplary applications for deployment in public spaces are museum guidance [11], city center navigation [12], [13], care home support [14], airport guidance [15], and hosting or guiding visitors or guests [16]. We are not aware of any study, conducted in a business context comparable to our work.…”

Section: Humanoid Robot Applicationsmentioning

confidence: 99%

On the Intention to Use the Pepper Robot as Communication Channel in a Business Context

Schmidbauer

Umele

Zigart

et al. 2020

Proceedings of the 8th International Conference on Human-Agent Interaction

View full text Add to dashboard Cite

This paper presents the results of a user acceptance survey (based on the Technology Acceptance Model-TAM) of the humanoid social robot Pepper as a communication channel in different information retrieval scenarios in a business context. In total, 239 passers-by participated in the survey, which had a specific focus on the impact of perceived safety and security aspects. The results revealed a positive assessment of its perceived ease of use and perceived usefulness. It also showed how safety, data protection, and privacy concerns impact the intention to use the robot. The study findings are supported by the outcomes of eight expert interviews.

show abstract

“…However, today robots have become a part of society, with humanoid robots who communicate with individuals, for example. In the hospitality services sectors, these robots engage in humanrobot interaction, carrying out traditional human-service activities such as hotel reception attention, check-in, luggage delivery, in-room companion, shopping assistance, tourist information and restaurant services (Kanda, Shiomi, Miyashita, Ishiguro & Hagita, 2009;Datta & Vijay, 2010;Nakanishi, Kuramoto, Baba, Kohei, Yoshikawa & Ishiguro, 2018, although not all practices have been classified as positive. Those interacting with robots reported feeling discomfort, concern (Sugaya, Nishida, Yoshida & Takahashi, 2018) and insecurity (Tung & Au, 2018), which would provoke an unpleasant experience.…”

Section: New Technologies In Hospitality-related Customer Behaviourmentioning

confidence: 99%

“…However, given the constant development of the appearance of the humanoid robots, there is no clear resistance against hospitality services involving communication with robots (Sugaya et al, 2018), which leaves a lot of space for improving this industry and meeting customers' expectations regarding human-based tasks performed by robots (Tung & Au, 2018). Accordingly, some of the benefits that have been observed due to this interaction include improved staff efficiency and productivity (Ivanov & Webster, 2017), gratifying communication with the robot, increased predisposition to receive a recommendation, an enhanced overall satisfaction with the hospitality service (Nakanishi et al, 2018) and enjoyment Sugaya et al, 2018).…”

Section: New Technologies In Hospitality-related Customer Behaviourmentioning

confidence: 99%

Theoretically encompassing B2C relationships in the hospitality industry

Prodanova

Gutiérrez

Jiménez

2019

DAMeJ

View full text Add to dashboard Cite

Having witnessed the technological revolution that has taken place in the hospitality industry, the aim of this study is to encompass theoretical approaches used in customer behaviour research and to provide a comprehensive understanding of crucial aspects necessary for enhancing business-to-consumer (B2C) relationships. A special emphasis was placed on technology-related and personality-related approaches, highlighting their importance in traveller decision making, as well as on Signalling theory, offering an underpinning for companies to improve their services. It is expected that this study will offer the basis for a more exhaustive and multidisciplinary investigation, undoubtedly focusing on both customer and service elements. The review suggests that to maintain customers, a major focus should be put on signals, technology and personality-related issues at the beginning of the relationship. ResumoTendo em consideração a revolução tecnológica na hospitalidade, o objetivo deste estudo é incluir as abordagens teóricas utilizadas na pesquisa de comportamento do cliente, e fornecer uma compreensão integral dos aspectos necessários para melhorar as relações business-to-consumer (B2C) em hospitalidade. Foi colocada especial atenção nas abordagens relacionadas à tecnologia e personalidade, para destacar a sua importância na tomada de decisões dos viajantes e na Teoria da sinalização, no sentido de oferecer sustentação às empresas para melhorar os seus serviços. Espera-se que este estudo ofereça a base necessária para uma investigação multidisciplinar, incidindo nos elementos relacionados com clientes e serviços. A revisão da literatura sugere que, para manter os clientes, um foco importante deve ser colocado em sinais, tecnologia e personalidade, no início do relacionamento. Palavras-chave:Revisão da literatura; hospitalidade; B2C; TIC; personalidade; Teoria da sinalização. J. Prodanova • S. San-Martín•N. Jimenez [61]JANA PRODANOVA holds a Ph.D. in Business Administration and she is an Assistant Professor at the University of Burgos. Her main research is related to electronic and mobile environment of services provision, making difference between online and mobile channels, and the advantages and disadvantages that each of them holds. She studies the challenges and possibilities of the use of ICT in the sale of services and the behaviour and personality of the consumer in banking and tourism contexts. She has published her work in national and international journals of repute and won several awards for her research. She is likewise a reviewer for international journals and conferences and participated in marketing research projects.

show abstract

Can a Humanoid Robot Engage in Heartwarming Interaction Service at a Hotel?

Cited by 32 publications

References 26 publications

A Systematic Review for Service Humanoid Robotics Model in Hospitality

A Systematic Review for Service Humanoid Robotics Model in Hospitality

On the Intention to Use the Pepper Robot as Communication Channel in a Business Context

Theoretically encompassing B2C relationships in the hospitality industry

Contact Info

Product

Resources

About