Impact of robot hotel service on consumers’ purchase intention: a control experiment

Zhong, Lina; Sun, Sunny; Law, Rob; Zhang, Xiaoya

doi:10.1080/10941665.2020.1726421

Cited by 86 publications

(70 citation statements)

References 52 publications

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“…As a whole, tourists seem quite receptive to automation technologies (Webster and Ivanov, 2020a;Zhong et al, 2020). Tourists are more likely to have a positive attitude towards such technologies if they are trustworthy, free of risk, competent and easy to use (Kaushik et al, 2015).…”

Section: Automation Technologies In Tourismmentioning

confidence: 99%

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

Иванов

Webster

Stoilova³

et al. 2020

Tourism Economics

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The COVID-19 pandemic of 2020 will have a significant influence on travel, tourism and hospitality (TTH) globally. With a massive reduction in tourism globally because of the health crisis, the industry will have to plan recovery and rebuilding of the industry with greater consideration of the biosecurity of customers. A critical element in the reorganisation of the industry will involve the increased incorporation of automation technologies. This article adopts a supply-side perspective and elaborates on the opportunities that automation technologies provide to TTH companies to mitigate the negative impacts of biosecurity threats on their economic performance. It discusses the costs and benefits of the incorporation of increased levels of automation, especially in regard to the benefits of the safety and health of the consumer. It elaborates on how the current pandemic would stimulate the adoption of automation technologies. Finally, the article discusses how this fit into the business models of tourism-related industries and outlines the micro- and macroeconomic implications of the greater incorporation of automation into the industry.

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Section: Automation Technologies In Tourismmentioning

confidence: 99%

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

Иванов

Webster

Stoilova³

et al. 2020

Tourism Economics

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“…Empirical studies are largely devoted to the demand-side perspective of the use of service robots in tourism with an emphasis on customer attitudes towards and acceptance of robots (Ivanov, Webster & Garenko, 2018;Ivanov, Webster & Seyyedi, 2018;Lin, Chi & Gursoy, 2019;Lu, Cai & Gursoy, 2019;Stock & Merkle, 2017;, customers' trust in robots (Park, 2020;Tussyadiah, Zach & Wang, 2020), tasks perceived by tourists as appropriate for robotisation (Ivanov & Webster, 2019a, 2019b, customer evaluation of service robots (Tussyadiah & Park, 2018), the impact of language styles in the service encounter (Choi, Liu & Mattila, 2019), the effects of robotic service on guest evaluations of hotel brand experience (Chan & Tung, 2019). Studies have also investigated the role of robots in the service recovery process (Ho, Tojib & Tsarenko, 2020), the nudging effect of robots on stimulating proenvironmental behaviour of tourists (Tussyadiah & Miller, 2019), heart-warming interaction between customers and robots (Nakanishi et al, 2020), the effect of service robot attributes on customers' expected rapport building with robots (Qiu et al, 2020), tourists' perceptions about the appearance of robots (Yu, 2018(Yu, , 2020Yu & Ngan, 2019), the impact of robot service on purchase intentions (Zhong et al, 2020) and robot use intentions (de Kervenoael et al, 2020), the impact of robotic chef anthropomorphism on food quality prediction (Zhu et al, 2020). The research focus on tourists is logical because if customers do not want to be served by robots, if they resist, avoid, or do not wish to pay for robot-delivered services, then tourism and hospitality companies would find it challenging to introduce robots in their operations.…”

Section: Rationalementioning

confidence: 99%

Hotel managers’ perceptions towards the use of robots: a mixed-methods approach

Иванов¹,

Seyitoğlu

Markova

2020

Preprint

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Adopting a supply-side perspective, the present paper analyses Bulgarian hotel managers’ perceptions of service robots using a convergent mixed methods design. Structured quantitative data was collected from 79 hotel managers through a questionnaire, while interviews were used for the collection of qualitative data from 20 hotel managers. The findings indicate that repetitive, dirty, dull, and dangerous tasks in hotels would be more appropriate for robots, while hotel managers would rather use human employees for tasks that require social skills and emotional intelligence. The demographic characteristics of respondents and the characteristics of the hotels they currently worked in played little role in their perceptions of service robots. The managers considered that robots would decrease the quality of the service and were generally not ready to use robots. Additionally, the interviewees indicated that skilled and well trained human employees were more valuable than robots and more adequate for the hospitality and tourism industry. Theoretical, methodological, and managerial implications are provided as well.

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“…Rergarding the impact of robots on service quality, Chiang and Trimi (2020) have argued that guets claim robots may have a positive impact on the service quality of hotels. However, Belias (2020) have mentioned that the the personnel working on hotels does not have a clear view on whether robots can a positive impact on the service quality of hotels, something that is mentioned also from Zhong et al (2020) who have argued that there is a need for more research on this topic.…”

Section: The Proposed Research Modelsmentioning

confidence: 99%

A Conceptual Study of Proposing a Model to Use Robots in Hospitality Industry based on the Empirical Evidences

Belias¹,

Vasiliadis²

2021

ojtmr

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The aim of this paper is to analyze the development perspectives of robots in the hospitality industry and to draw a research model which may contribute in future reserch. More precisely, the current work examines the intentions of the consumers and employees to use robots on hotel services based on the findings of the related literature. The existing literature indicates that there is a gap due of the lack of academic research and of the fact that robots are used only in a small number of hotels. Recent publications indicate that there is a dichotomy over whether robots can benefit or not the hospitality sector. Based on the findings of the literature review, the authors have moved on with a research model which is going to be used for the case of Greek hotels. Hence, this paper aims on developing a conceptual framework for the intention to use robots from hotels and its impact on the expectations from the service quality of the hotels which use robots. However, this model has not been tested yet. Regarding the value of developing and using the proposed research model, by implementing this model, the academia and the practitioners would be able to understand on which type of hotel the robots would provide a better value. The use of robots on the hospitality industry is something new. This means that there is a lack of consensus over its value and usage along with a lack of a conceptual framework. For this reason, this study helps the academia and practitioners to better understand the contribution of robots in the hospitality industry.

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Impact of robot hotel service on consumers’ purchase intention: a control experiment

Cited by 86 publications

References 52 publications

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

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

Hotel managers’ perceptions towards the use of robots: a mixed-methods approach

A Conceptual Study of Proposing a Model to Use Robots in Hospitality Industry based on the Empirical Evidences

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