On the Common and Different Expectations on Robot Service in Restaurant between Customers and Employees

Kim, Min; Park, Min-Jung; Kim, Ju-Hyun; Kwon, Yong-Seoup; Sohn, Dong-Seop; Yoon, Heeyoon; Seo, Kap-Ho

doi:10.1145/3434074.3447172

Cited by 6 publications

(1 citation statement)

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“…It is therefore crucial that front-line staff are skilled in providing guests with enjoyable and customised service experiences." However, customisation of service is vital when the customers' needs are unpredictable (Kim, Park, Kim, Kwon, Sohn, Yoon, and Seo, 2021). Consequently, technological innovations that are applied in hotels can facilitate service customisation, e.g., creating a database of guests' information (guest history) via the collection of data related to guests' preferences, expectations, and other requests that customise the service for them.…”

Section: Self-service Technologies Customer Readiness and Ease Of Usementioning

confidence: 99%

The influence of optimism and innovativeness on customers' perceptions of technological readiness in five-star hotels

Hassan,

Nassar,

Abdien

2024

Pharos International Journal of Tourism and Hospitality

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This study aims to investigate the impact of innovation and customer optimism on the ease of using self-service technologies. A total of 940 respondents from 46 hotels answered a survey questionnaire. A stratified random sampling technique was used to select participating hotels from five tourist regions in Egypt. Descriptive statistics are computed to show the level of agreement towards technological innovation and optimism. Regressions are then estimated to test the effects of innovation and optimism on perceived technological accessibility. With respect to technological innovation, survey participants generally enjoyed learning about new technology products. Similarly, the respondents were highly optimistic about the use of technology. Regression results indicate that technological innovation and customer optimism towards technology are positively correlated with the perceived accessibility of self-service technologies. The effective application of self-service technologies in hotels is not well understood in the current literature, despite the implications for higher-quality customer experiences. This study contributes to the fields of hotel/tourism and consumer technology research. The continuing challenges and fierce global competition that have emerged in today's business environment, especially in the hotel industry, were bound to shed light on the subject of customers' perceptions of technological readiness in fivestar hotels in Egypt, which can be perceived as an issue of great importance for hotel management.

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Section: Self-service Technologies Customer Readiness and Ease Of Usementioning

confidence: 99%