Interaction between hotel service robots and humans: A hotel-specific Service Robot Acceptance Model (sRAM)

Moraleda, Laura Fuentes; Díaz-Pérez, Patricia; Orea-Giner, Alicia; Mazón, Ana; Villacé-Molinero, Teresa

doi:10.1016/j.tmp.2020.100751

Cited by 109 publications

(106 citation statements)

References 48 publications

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“…Chan and Tung [38] investigated the effects of robotic services on guest evaluations and found that while human-robot interactions did not result in a higher rating for luxury accommodations, they did for mid-scale and budget hotels. Their findings are supported by other research such as Fuentes-Moraleda et al's [52] analysis of TripAdvisor reviews.…”

Section: A Business Strategy To Increase Efficiency and Competitive Advantagesupporting

confidence: 75%

“…Both ease of use and usefulness of service robots influence employees' attitudes towards RAISA. Hospitality and tourism businesses must accurately design how robots can support or substitute human tasks, and determine "joint complementary functions" [52] as the introduction of service robots can adversely affect employees' sense of workplace belonging and dedication [53]. The implementation of RAISA in hospitality and tourism could, for instance, enable employees to focus on providing a more personal guest experience [28].…”

Section: Considering Employee Roles In Relation To Service Robotsmentioning

confidence: 99%

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Co-Creating New Directions for Service Robots in Hospitality and Tourism

Fusté‐Forné

Jamal

2021

Tourism and Hospitality

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Research on the relationship between automation services and tourism has been rapidly growing in recent years and has led to a new service landscape where the role of robots is gaining both practical and research attention. This paper builds on previous reviews and undertakes a comprehensive analysis of the research literature to discuss opportunities and challenges presented by the use of service robots in hospitality and tourism. Management and ethical issues are identified and it is noted that practical and ethical issues (roboethics) continue to lack attention. Going forward, new directions are urgently needed to inform future research and practice. Legal and ethical issues must be proactively addressed, and new research paradigms developed to explore the posthumanist and transhumanist transitions that await. In addition, closer attention to the potential of “co-creation” for addressing innovations in enhanced service experiences in hospitality and tourism is merited. Among others, responsibility, inclusiveness and collaborative human-robot design and implementation emerge as important principles to guide future research and practice in this area.

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Section: A Business Strategy To Increase Efficiency and Competitive Advantagesupporting

confidence: 75%

Section: Considering Employee Roles In Relation To Service Robotsmentioning

confidence: 99%

Co-Creating New Directions for Service Robots in Hospitality and Tourism

Fusté‐Forné

Jamal

2021

Tourism and Hospitality

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“…Such customers find it more friendly for a human to greet and chat in the lobby than for a robot to do these things [74]. Customer's refusal to accept the technology resulted in their inability to take advantage of the potential advantages of service robots [75,76]. Some customers thought that when the use of service robots becomes widespread, people will be unemployed.…”

Section: Discussionmentioning

confidence: 99%

The Effect of Perceptions on Service Robot Usage Intention: A Survey Study in the Service Sector

Meidutė‐Kavaliauskienė

Çiğdem

Yıldız

et al. 2021

Sustainability

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The current age of artificial intelligence, along with the advent of robots, portends increased use of innovative technologies in the tourism industry, with higher levels of service innovation than in many other industries. In addition, factors such as an approaching worldwide pandemic have limited the amount of physical contact that people can have. So as a result, the use of service robots in service areas, such as tourism, has recently become controversial. In this study, accommodation customers’ perceptions of advantages and disadvantages about robots and the effect of the perceived value of their intention to use them were investigated. Within the scope of the research, data were collected from 1408 people living in various cities in Turkey through an online survey. The data were analyzed by structural equation modeling. As a result of the analyses, it was found that the perception of advantage and the perceived value affect the intention to use service robots positively and significantly. It has been determined that the perception of disadvantage affects the intention to use service robots negatively and significantly. The research results show that the accommodation companies should be innovative and rapidly transition to robotization, as in the manufacturing industry. Advanced technological innovation applications, such as service robots, will play an essential role in the revival of the tourism industry, especially during the global epidemic.

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“…In this case, a bellboy robot performs hotel-related functions such as walking alongside guests and providing information about the city and the hotel [87]. Depending on these functionalities and the total interaction with hotel guests, the overall experience of the visitors will change [88].…”

Section: Applicationsmentioning

confidence: 99%

Service Robots: Trends and Technology

et al. 2021

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The 2021 sales volume in the market of service robots is attractive. Expert reports from the International Federation of Robotics confirm 27 billion USD in total market share. Moreover, the number of new startups with the denomination of service robots nowadays constitutes 29% of the total amount of robotic companies recorded in the United States. Those data, among other similar figures, remark the need for formal development in the service robots area, including knowledge transfer and literature reviews. Furthermore, the COVID-19 spread accelerated business units and some research groups to invest time and effort into the field of service robotics. Therefore, this research work intends to contribute to the formalization of service robots as an area of robotics, presenting a systematic review of scientific literature. First, a definition of service robots according to fundamental ontology is provided, followed by a detailed review covering technological applications; state-of-the-art, commercial technology; and application cases indexed on the consulted databases.

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Interaction between hotel service robots and humans: A hotel-specific Service Robot Acceptance Model (sRAM)

Cited by 109 publications

References 48 publications

Co-Creating New Directions for Service Robots in Hospitality and Tourism

Co-Creating New Directions for Service Robots in Hospitality and Tourism

The Effect of Perceptions on Service Robot Usage Intention: A Survey Study in the Service Sector

Service Robots: Trends and Technology

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