Humanlike robots as employees in the hotel industry: Thematic content analysis of online reviews

Yu, Chunxia

doi:10.1080/19368623.2019.1592733

Cited by 172 publications

(154 citation statements)

References 62 publications

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“…Previous studies on robots in tourism have analysed customer reviews as well (e.g. Bhimasta & Kuo, 2019;Yu, 2020).…”

Section: Methodsmentioning

confidence: 99%

Understanding the Robotic Restaurant Experience: A Multiple Case Study

Seyitoğlu¹,

Иванов²

2020

Preprint

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The purpose of this study is to investigate the robotic restaurant experience of travellers around the world and understand the components of robotic restaurant experience. Following this aim, travellers who had experienced a robotic restaurant were purposefully selected as a sample group for the study. Since the robotic restaurants are limited around the world, multiple case study method has been chosen to gather richer data. A user-generated content technique which is a form of qualitative case study method has been benefited. The data of this study were gathered between 18-29 November 2019 from travellers’ reviews (n=587) describing experiences they had between February 2013-November 2019. The results reveal a model of components of robotic restaurant experience that include seven main themes: attraction for kids, robotic system, service quality, memorable experience, ambience related attributes, food related attributes (economic value and gastronomic aspects), and deficiencies (in robotic system, in service quality, in ambience related attributes and in food related attributes). This paper is first to investigate the robotic restaurant experience of travellers around the world. Moreover, it contributes to the research on restaurant experience and offers a model of components of the robotic restaurant experience.

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“…Previous studies on robots in tourism have analysed customer reviews as well (e.g. Bhimasta & Kuo, 2019;Yu, 2020).…”

Section: Methodsmentioning

confidence: 99%

Understanding the Robotic Restaurant Experience: A Multiple Case Study

Seyitoğlu¹,

Иванов²

2020

Preprint

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“…Yet robots whose appearance is representative of different ethnicities or cultures also might be introduced to signal the cultural diversity of the brand or firm. Another issue, for voice-based AI and chatbots, is whether the voice used should be accented or not, as well as how to ensure every robot is fully fluent and natural sounding in various languages (Yu, 2019).…”

Section: Ethnicity and Culturementioning

confidence: 99%

Service robot implementation: a theoretical framework and research agenda

Belanche

Casaló

Flavián

et al. 2019

The Service Industries Journal

378

285

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Service robots and artificial intelligence promise to increase productivity and reduce costs, prompting substantial growth in sales of service robots and research dedicated to understanding their implications. Nevertheless, marketing research on this phenomenon is scarce. To establish some fundamental insights related to this research domain, the current article seeks to complement research on robots' human-likeness with investigations of the factors that service managers must choose for the service robots implemented in their service setting. A three-part framework, comprised of robot design, customer features, and service encounter characteristics, specifies key factors within each category that need to be analyzed together to determine their optimal adaptation to different service components. Definitions and overlapping concepts are clarified, together with previous knowledge on each variable and research gaps that need to be solved. This framework and the final research questions provide a research agenda to guide scholars and help practitioners implement service robots successfully.

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“…The comments section is a feature of digital news websites in which the news media companies invite their audience to comment on the content (Wikipedia, 2020). Several previous studies on public perception of robots (for example, Fedock et al, 2018;Melson et al, 2009;Tuisku et al, 2019;Yu, 2020) have made use of publicly available articles, with commentaries or social media comments. Benefits in focusing on comments sections rather than social media data, include, first, that people behind the investigated comments in this study remained anonymous, as they commented on articles either behind a user-generated avatar, or without any screen name as "anonymous".…”

Section: The Ethical Dimensions Of Public Opinion On Smart Robotsmentioning

confidence: 99%

“…According to Yu (2020), analyzing online comments can give valuable insights into how people perceive robotics in society. Following the examples of Fedock et al (2018), Melson et al (2009), Tuisku et al (2019, and Yu (2020), for this study readers' comments were analyzed by means of thematic content analysis, which takes an organized approach to classify textual data.…”

Section: The Ethical Dimensions Of Public Opinion On Smart Robotsmentioning

confidence: 99%

The Ethical Dimensions of Public Opinion on Smart Robots

Westerlund¹

2020

TIM Review

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Humanlike robots as employees in the hotel industry: Thematic content analysis of online reviews

Cited by 172 publications

References 62 publications

Understanding the Robotic Restaurant Experience: A Multiple Case Study

Understanding the Robotic Restaurant Experience: A Multiple Case Study

Service robot implementation: a theoretical framework and research agenda

The Ethical Dimensions of Public Opinion on Smart Robots

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