Robots, artificial intelligence, and service automation (RAISA) in hospitality: sentiment analysis of YouTube streaming data

Kim, Tae‐Kyung; Jo, Hwirim; Yhee, Yerin; Koo, Chulmo

doi:10.1007/s12525-021-00514-y

Cited by 40 publications

(25 citation statements)

References 91 publications

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“…In line with the work of Kim et al (2022), this study also offers proper design guidelines for promoting service robot applications in tourism industry. Given the customers' increasing willingness to adopt service robots, hotel managers should understand customers' service preferences and prioritize tasks between robots and human resources for a more efficient service, rather than simply look for a one-size-fits-all mode of operation.…”

Section: Theoretical and Practical Implicationsmentioning

confidence: 54%

Hotel robots: an exploratory study of Generation Z customers in China

Chen

Xue

Tuomi

et al. 2022

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Purpose Given little light has been shed on the preference of Generation Z tourists or tourists from different cultural backgrounds toward service robot preference in hospitality contexts, this study aims to explore robot service preferences in the accommodation sector in the Chinese market, with a specific focus of Generation Z customers. Design/methodology/approach This study followed an exploratory sequential research design including two qualitative methods (i.e. projective techniques and semistructured interviews) to reach its objectives. Findings This study suggests that service robots are more preferred for routine tasks and gender differences exist in the preference of service robot’s anthropomorphism level. The preferences are driven by four factors based on different levels of hedonic and utilitarian values: experienced-hedonic value, utilitarian-hedonic value, task-relevant value and utilitarian value. Research limitations/implications First, because of the exploratory nature of this study, the data interpretation is unavoidably subjective; therefore, the results can be confirmed by using a more rigorous research method. Second, this study only focuses on the preference of Generation Z customers in China in the hotel sector; as the cultural differences exist in different countries, this study’s findings cannot be readily generalized across populations and service contexts. Finally, this study fails to dig into the effect of gender differences on varying levels of anthropomorphic attributes. Practical implications As hotels adopt service robots more widely, managers need to identify customers’ service preferences and prioritize tasks between robots and human resources for more efficient service. Particularly important is understanding the benefits and challenges of specific robot implementations rather than looking for a one-size-fits-all mode of operation. Originality/value To the best of the authors’ knowledge, this is the first study to understand robot service preference with regard to specific tourist groups in illustrating their preference for service delivery. Drawing on self-determination theory, this study potentially provides a theoretical basis for hotel service process optimization.

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Section: Theoretical and Practical Implicationsmentioning

confidence: 54%

Hotel robots: an exploratory study of Generation Z customers in China

Chen

Xue

Tuomi

et al. 2022

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“…In the hotel sector, examples of contactless services that use IoT applications and robots are digital keys, digital floor plans, a smartphone to change humidity and mattress firmness, robots to serve food and beverages (Hao and Chon, 2021) and self-service check-in kiosks (Hao and Chon, 2021; Mercan et al , 2020). One of the wide smart technologies used by hospitality enterprises such as McDonald’s and Sheraton is self-service machines (Kim et al , 2022).…”

Section: Review Findingsmentioning

confidence: 99%

“…Due to the importance of sustainability (Elkhwesky, 2022; Elkhwesky et al , 2022b), making proper decisions and controlling and monitoring smart devices, the globe and enterprises are resorting to IoT (Kim et al , 2022; Nadkarni et al , 2019). Examples of IoT technologies are intelligent retail outlets, smart homes, wearable devices (Pizam, 2017), wireless sensor network, middleware technology, radio frequency identification (Saha et al , 2021) and fog-cloud computing which is the notion of Industry 4.0 (Bhatia, 2020).…”

Section: Introductionmentioning

confidence: 99%

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A systematic and critical review of Internet of Things in contemporary hospitality: a roadmap and avenues for future research

Elkhwesky

Elkhwesky²

2022

IJCHM

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Purpose Internet of Things (IoT) is a key enabler of big data and it is critical toward a new age of firm's architecture and proper decision-making for the industry. IoT adoption by the hospitality and tourism (H&T) industries is still rare and with contrasting evidence. The purpose of this study is to highlight the concept of IoT, its benefits, its challenges and its applications in the hospitality industry. Design/methodology/approach This study presents an in-depth and critical review of the 78 articles published on IoT in hospitality, spanning more than seven years (from 2015 to March 2022). The eligible 78 articles were collected from the “Web of Science database” and H&T Social Sciences Citation Index-listed journals. Findings This systematic review exhibits that IoT in hospitality has advanced in the past seven years. IoT has brought many advantages and challenges in hospitality. However, hospitality IoT research is scarce, necessitating a profound and more thorough investigation of many significant matters. Practical implications This systematic review provides significant implications and recommendations for hospitality sectors, IoT developers and manufacturers, governments and policymakers. This review ends with an in-depth research agenda with several research questions and a framework to achieve theoretical and empirical advances in future IoT research. Originality/value To the best of the authors’ knowledge, the current research is one of the first to systematically and critically review IoT with its concept, benefits, challenges and applications in a hospitality context. This major review provides a comprehensive idea of the focus of the past studies and what must be concentrated in future research.

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“…While they recognize that some users are positive about these RAISA applications, they concede that other users would be reluctant or even reject them. Based on an analysis of sentiments on the Youtube platform, they conclude that "creating positive buzz about RAISAbased services", especially if videos are from authentic users, is an effective lever to alleviate the negative effects (Kim et al 2022). • Shengliang Zhang, Xinfeng Lin, Xiaodong Li and Ai Ren focus on anthropomorphic service robots that are applied in customer interaction.…”

Section: Articles Of Present Issuementioning

confidence: 99%

Electronic Markets on platform dualities

Alt

2022

Electron Markets

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Robots, artificial intelligence, and service automation (RAISA) in hospitality: sentiment analysis of YouTube streaming data

Cited by 40 publications

References 91 publications

Hotel robots: an exploratory study of Generation Z customers in China

Hotel robots: an exploratory study of Generation Z customers in China

A systematic and critical review of Internet of Things in contemporary hospitality: a roadmap and avenues for future research

Electronic Markets on platform dualities

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