Exploring customer experiences with robotics in hospitality

Abstract

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.

Biosecurity, crisis management, automation technologies, and economic performance of travel, tourism and hospitality companies – a conceptual framework

“…Fast food restaurants install selfservice kiosks to sell burgers, while airports and hotelsfor self-check-in (Kaushik, Agrawal, & Rahman, 2015;Liu & Hung, 2019;Wei, Torres & Hua, 2016). Tourism and hospitality companies use automation technologies not only to streamline operations, cut costs, and be more price-competitive (Ivanov, 2019); but also to create new experiences (Tung & Au, 2018). Each automation technology has its advantages and disadvantages per se.…”

“…Therefore, automation technologies alone cannot be a sustainable source of competitive advantage for TTH companies and destinations, but they can complement other sources such as unique tourism experiences (Tung & Au, 2018).…”

Theoretically encompassing B2C relationships in the hospitality industry

“…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.…”

“…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).…”

The power of head tilts: gender and cultural differences of perceived human vs human-like robot smile in service

“…For instance, Hotel Henn-na in Japan is the first hotel ever to employ human-like robots as front office agents (Alexis, 2017). Other hotels apply robotics are Yotel in New York, Aloft in Cupertino and Marriott Residence Inn in Los Angeles (Tung and Au, 2018).…”