On the Reaction to Robot’s Speech in a Hotel Public Space

Pan, Yadong; Okada, Haruka; Uchiyama, Toshiaki; Suzuki, Kenji

doi:10.1007/s12369-015-0320-0

Cited by 67 publications

(50 citation statements)

References 16 publications

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“…Moreover, many studies have tested the performance of various social robots in service encounters (e.g. at information desks [24,32,40], information broadcasting [26,27], bellboy tasks [28], and customer feedback gathering [7]).…”

Section: Background and Issuementioning

confidence: 99%

Continuous Hospitality with Social Robots at a hotel

et al. 2020

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Social robots are being increasingly employed in service encounters at hotels. This study explored the possibility that social robots can engage in heartwarming interactions with hotel customers. A collaboration design known as 'Continuous Hospitality with Social Robots' , in which social robots compensate for gaps in hospitality through heartwarming interaction, was evaluated. A field test was conducted in which social robots engaged in heartwarming interaction with customers in a public area of a hotel and then collected customers' impressions of the social robots and overall service via a questionnaire and an interview. The results demonstrate social robots' potential for engaging in heartwarming interactions that enhance overall customer satisfaction through the use of the 'Continuous Hospitality with Social Robots' collaboration design. An exploratory analysis suggests that the perceived impressions of the interaction with social robots are influenced by customer gender and the duration of interactions. Furthermore, the results suggest that social robots could be utilized in other roles at hotels, namely effective advertisement through heartwarming interaction and mental support for employees who do not interact with customers.

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Section: Background and Issuementioning

confidence: 99%

Continuous Hospitality with Social Robots at a hotel

et al. 2020

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“…In 2014 a restaurant in China introduced robot waiters [55]. Th e following year there were testing of the robotic hotel information agents [56], and in 2016, robots were introduced as servers in hotels. A robot server was built and programmed to deliver extra towels, toothpaste or other necessities to the guest rooms [57].…”

Section: Use Of Robots In Tourism and Hospitalitymentioning

confidence: 99%

Current Applications of Artificial Intelligence in Tourism and Hospitality

Zlatanov¹,

Popesku²

2019

Proceedings of the International Scientific Conference - Sinteza 2019

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The revolution brought about with the development of ICTs has caused dramatic changes in tourism and hospitality industry. The Travel 2.0 websites characterized by sharing information freely have been prevailing for some time now and are paving the way for the use of even more sophisticated intelligent systems in tourism and hospitality. Considering the complexity of the travel-related decision making process, intelligent systems and tourism fit in perfectly. Service automation, artificial intelligence and robots have provided tourism companies and organizations with vast new opportunities. Artificial intelligence has already been adopted to some extent in various parts of tourism industry, however, the scientific literature on the subject continues to be scarce. This paper intends to continue the discussion on the artificial intelligence applications in tourism which has just started recently, thus providing much needed scientific view of the subject.

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“…Almost all e-service studies, whether looking at innovation adoption or implementation, focus on software that runs on an inert device such as a desktop computer or a mobile phone. To the authors' knowledge however, just two articles examine robotic service-R-Service-and both draw on HRI [9], [27]. An experimental study in Japan that tested hotel lobby robots as an alternative to information on digital signs found that robot head movement and direct greetings worked best [9].…”

Section: R-servicementioning

confidence: 99%

“…To the authors' knowledge however, just two articles examine robotic service-R-Service-and both draw on HRI [9], [27]. An experimental study in Japan that tested hotel lobby robots as an alternative to information on digital signs found that robot head movement and direct greetings worked best [9]. The second article, introduced the concept of automated social presence (ASP), developed a typology of different automated and human social presence with customers and conceptualised relationships between ASP and key service and customer outcomes [27].…”

Section: R-servicementioning

confidence: 99%

“…Tourism 4.0-related technologies such as: cloud computing, mobile internet, robotics, artificial intelligence, autonomous vehicles and even 3D-printing are expected to have a considerable impact on the skillset-requirements, as well as on the composition of the global tourism workforce within the next 5 years [7]. Surfacing in hospitality and tourism, Japan has a robot hotel [8] and robotic information agents [9]. Robotic floor cleaners [10]- [12] and assisted ambient living services-i.e., home-care and smart homes-keep improving [13].…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

R-Tourism: Applications and Incorporation of Robotics and Service Automation in Tourism and Hospitality

Chen¹,

Tan²,

Chen³

et al. 2019

IJEEEE

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Artificial intelligence, Robotics and service automation are already visible in the tourism and hospitality industry, in addition to providing a typology for R-tourism applications, this paper aims to make a comprehensive literature review for the incorporation of this interdisciplinary area into mainstream tourism research. This paper reviews literatures which include robotic service (R-Service) research, Robots Service Automation, Autonomy and Human Robot Interaction (HRI), Robot Autonomy, Capabilities and Design, and the Uncanny Valley Theory to emphasize the importance of autonomy and human robot interaction, and provides tourism and hospitality examples and then to explore the anthropomorphic features in service robots. Furthermore, this paper explores the current state and the potential adoption of service automation and robots in tourism and hospitality industry, incorporates tourism and hospitality literature and examples. Finally, this paper constructs an integrated model of R-Tourism. This paper gives academics and practitioners a foundation for envisioning the current and future state of robots in tourism and hospitality.

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On the Reaction to Robot’s Speech in a Hotel Public Space

Cited by 67 publications

References 16 publications

Continuous Hospitality with Social Robots at a hotel

Continuous Hospitality with Social Robots at a hotel

Current Applications of Artificial Intelligence in Tourism and Hospitality

R-Tourism: Applications and Incorporation of Robotics and Service Automation in Tourism and Hospitality

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