What do hotel employees think about service robots? A qualitative study in Turkey

Vatan, Ahmet; Doğan, Seden

doi:10.1016/j.tmp.2020.100775

Cited by 72 publications

(94 citation statements)

References 25 publications

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“…With less organizational support, employees feel more insecure in a strongly competitive environment with robots. Similarly, by carrying out in-depth interviews, Vatan and Dogan (2021) demonstrated that hotel employees have adverse emotions toward robots that may displace human work, and therefore increase the unemployment rate.…”

Section: Research From the Suppliers' Perspectivementioning

confidence: 99%

A critical review of smart hospitality and tourism research

Law¹,

Ye²,

Chan

2021

IJCHM

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Purpose This study aims to build a comprehensive knowledge structure of smart hospitality and tourism research. Design/methodology/approach Content analysis is carried out on the themes of pertinent research from the perspectives of customers, suppliers, technology and policymakers. Findings Results show that over half of the reviewed articles are carried out from the perspective of customers, while those of suppliers, technology and policymakers are less discussed. The unbalanced number of articles reveals an evident mismatch between the supply and demand. Practical implications Findings provide theoretical and practical implications from different perspectives. Collaboration among various stakeholders is also advocated to achieve sustainable and balanced development of the smart hospitality and tourism industry. Originality/value This study contributes to smart hospitality and tourism research through an in-depth review of relevant literature. Based on the findings, the identified research gaps provide potential directions for future knowledge development.

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Section: Research From the Suppliers' Perspectivementioning

confidence: 99%

A critical review of smart hospitality and tourism research

Law¹,

Ye²,

Chan

2021

IJCHM

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“…The sales of service robots in service industries, including tourism and hospitality, will probably increase in the foreseeable future (Belanche et al, 2020). They are used and studied in such sectors of tourism and hospitality as restaurants (Fusté-Forné, 2021), hotels (Choi et al, 2020;Vatan and Dogan, 2021;Luo et al, 2021) and travel agencies . Consequently, by 2030 they are predicted to constitute around 25% of the workforce in the hotel industry (Bowen and Morosan, 2018).…”

Section: Introductionmentioning

confidence: 99%

Exploring customers’ attitudes to the adoption of robots in tourism and hospitality

Abou-Shouk¹,

Gad

Abdelhakim

2021

JHTT

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Purpose This study aims to explore the factors affecting customers’ attitudes to the adoption of robots in hotels and travel agencies. Design/methodology/approach Structural equation modelling was used to test the extended technology acceptance model based on data collected from 570 customers of hotels and travel agencies. Findings The findings revealed that hotel customers have more positive attitudes to service robots than their peers in travel agencies. Originality/value This research contributes to the literature on robots in tourism and responds to the call to investigate customers’ attitudes to the adoption of robots in developing countries.

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“…However, social interactivity, social presence, and rapport skills need to be developed to match consumer expectations [34]. Technical failures and customers' complaints in the Japanese hotel, Henn-na, led to significant elimination of their robotic workforce [35].…”

Section: Enhanced Service Experiencesmentioning

confidence: 99%

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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What do hotel employees think about service robots? A qualitative study in Turkey

Cited by 72 publications

References 25 publications

A critical review of smart hospitality and tourism research

A critical review of smart hospitality and tourism research

Exploring customers’ attitudes to the adoption of robots in tourism and hospitality

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

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