Exploring the Attractiveness of Service Robots in the Hospitality Industry: Analysis of Online Reviews

Park, Hyun Sun; Jiang, Shan; Lee, One-Ki Daniel; Chang, Younghoon

doi:10.1007/s10796-021-10207-8

Cited by 20 publications

(21 citation statements)

References 93 publications

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“…In the past, service hospitality studies have used the comments of online booking platforms for human–robot interaction analysis. For example, Çakar and Aykol (2021) used the comments of TripAdvisor for analysis, Tung and Au (2018) collected the user comments of TripAdvisor, Agoda, Yelp, and Booking.com , while Park et al (2021) collected reviews from Chinese customer review platform Dazhongdianping. The second step was to screen out the hotels that mentioned “robot” or “robot waiter” in online reviews.…”

Section: Methodsmentioning

confidence: 99%

Factors influencing consumers’ willingness to accept service robots: Based on online reviews of Chinese hotels

Chen

Shao

et al. 2022

Front. Psychol.

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The application of robots in service industry is increasing. Compared with related studies in other countries, the research on users’ acceptance of mid-range and high-range hotel service robots in China is preliminary. Based on the interaction between Chinese consumers and hotel service robots, this study explored the factors that influence consumers’ willingness to accept robots in human–robot interaction. According to the service robot integration willingness scale (performance efficacy, intrinsic motivation, anthropomorphism, social influence, facilitating conditions, and emotion), this study conducted content analysis and sentiment analysis on 4,107 online reviews from 68 mid-range and high-range hotels in Qunar. The results showed that users’ overall evaluation of robot service in mid-range and high-range hotels is positive. The most frequently mentioned dimension by users is performance efficacy, followed by intrinsic motivation, anthropomorphism, and emotion, finally, the facilitating conditions, the five dimensions have positive impact on users’ evaluation of service robots; the influence of social influence on human–robot interaction evaluation has not been found. This study supplements the research on service robot and provides a reference for hotel managers to make decisions.

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Section: Methodsmentioning

confidence: 99%

Factors influencing consumers’ willingness to accept service robots: Based on online reviews of Chinese hotels

Chen

Shao

et al. 2022

Front. Psychol.

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“…Strong evidence indicates that the extracted LIWC variables show good agreement with the ratings of human coders ( Zhou et al, 2012 ; Ludwig et al, 2014 ), and their validity and reliability have been previously confirmed. Thus, LIWC has been increasingly applied by information systems scholars for text analysis, more specifically, to extract linguistic and psychological constructs from text (e.g., Chen L. et al, 2020 ; Peng et al, 2020 ; Park et al, 2021 ). Consistent with prior research on linguistic styles, we rely on several word categories as input for our research model, including posemo , you , cogpro , and excl .…”

Section: Methodsmentioning

confidence: 99%

Continuous idea contribution in open innovation communities: The role of verbal persuasion from peers

Zhang

Qi²,

Sun³

et al. 2022

Front. Psychol.

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Motivating continuous idea contributions from members is especially challenging for open innovation communities (OIC). Scholars have thus explored a range of incentives, among which peer feedback has received much attention. However, existing research on peer feedback tends to focus on the structural features, ignoring the richness of the text. To fill this research gap, this study investigates the influence of feedback language use from peers, including emotional support and constructive feedback, on individuals’ continuous idea contributions, based on the creative self-efficacy theory. The results show that emotional support, especially emotional approval, positively affects members’ continuous contributions, and that the effect is stronger when the provider is of a higher status. However, individualized consideration does not seem to work. In addition, in terms of the effect of constructive feedback, we also find support from cognitive stimulation, while intellectual stimulation exerts an effect only when the provider’s status is high. Overall, these findings extend the current research on peer feedback and offer practical guidelines to the open innovation community.

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“…2.2 Hypotheses development 2.2.1 Perceived importance. Many consumers value hotels that provide different types of robot-performed services; however, they think they are more suitable for particular tasks and have specific expectations about the job performed by robots (Park et al, 2021;Zemke et al, 2020). According to Lee et al (2021), perceptions of robot use have functional aspects, and PI influences the INT robot assistants.…”

Section: Literature Review 21 Theoretical Foundationsmentioning

confidence: 99%

“…Apart from this, qualitative studies draw attention to the functional side of robot use, and the PI alters for different robots to perform service tasks (Choi et al , 2020a; Fuentes-Moraleda et al , 2020; Park et al , 2021; Zemke et al , 2020). Although these studies have reached some mixed findings, from a general perspective, it has been determined that consumer perceptions differ against robotic service tasks, which this study classifies as RD and FBSS.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Qualitative studies emphasized that the functional characteristics of robots are perceived differently by consumers (Choi et al , 2020a; Fuentes-Moraleda et al , 2020; Park et al , 2021; Zemke et al , 2020). It is observed that supporting surface activities by robots instead of relational activities involving sociability and friendliness is perceived as more important and preferable.…”

Section: Introductionmentioning

confidence: 99%

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The impact of different types of service robots usage in hotels on guests’ intention to stay

Çallı

et al. 2022

JHTT

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Purpose The purpose of this study is to examine how consumers perceive the importance of using robot technologies for 12 services evaluated under two categories considering the technology acceptance model (TAM). Design/methodology/approach The conceptual model analysis used structural equation modeling with the partial least squares estimation method, considering 638 responses. Findings The results revealed that the perceived importance (PI) of robotic service delivery tasks under “room division” and “food and beverage and secondary services” affect perceived usefulness (PU) and perceived ease of use (PEOU) differently. Besides, PEOU and PU significantly influence attitudes toward using robot-staffed hotels. Research limitations/implications The nonprobability convenience sampling method was used as the data collection method. Future studies that prefer probabilistic methods will open a different perspective for evaluating the results. Practical implications This study’s empirical findings reveal which robot-delivered services are found significant by the customers and contribute to increased customer satisfaction and loyalty. In addition, it guides accurate demand and investment planning for the tourism and hospitality industry in the post-COVID-19 era. Originality/value To the best of the authors’ knowledge, previous literature has not tested or confirmed the effects of PI related to two groups of robotic service delivery tasks on utilitarian variables. This study contributes to the literature by examining how different robotic service delivery tasks are linked to the TAM framework in a hotel setting.

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Exploring the Attractiveness of Service Robots in the Hospitality Industry: Analysis of Online Reviews

Cited by 20 publications

References 93 publications

Factors influencing consumers’ willingness to accept service robots: Based on online reviews of Chinese hotels

Factors influencing consumers’ willingness to accept service robots: Based on online reviews of Chinese hotels

Continuous idea contribution in open innovation communities: The role of verbal persuasion from peers

The impact of different types of service robots usage in hotels on guests’ intention to stay

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