Preference for robot service or human service in hotels? Impacts of the COVID-19 pandemic
By Samuel S. Kim, Jungkeun Kim, Frank Badu‐Baiden, Marilyn Giroux, Youngjoon Choi. International Journal of Hospitality Management, 2020
472 citations recorded by the source corpus.
Robots and artificial intelligence (AI) technologies are becoming more prominent in the tourism industry. Nowadays, consumers are faced with multiple options involving both human and robot interactions. A series of experimental studies were implemented. Four experiments demonstrated that consumers had a more positive attitude toward robot-staffed (vs. human-staffed) hotels when COVID-19 was salient. The results were different from previous studies, which were conducted before the COVID-19 pandemic. Since the moderating role of perceived threat in consumers’ preference for robot-staffed hotels was significant, the respondents’ preference was attributed to the global health crisis. This research provides a number of theoretical and managerial implications by improving the understanding of technology acceptance during a health crisis.
Subfields: Artificial Intelligence, Economics and Econometrics, Sociology and Political Science
View Paper: https://www.semanticscholar.org/paper/0d6df71852ce7d4250cc037bf568eba277f4ca48
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Citations in the corpus
- COVID-19, frontline hotel employees’ perceived job insecurity and emotional exhaustion: Does trade union support matter? (2021, background): “…their focus on examining hotels’ coping strategies (e.g. Hu et al., 2021) and tourists’ attitudes and behaviors toward those unexpected events (e.g. Kim et al., 2021), leaving a gap related to the impacts of health crises and disasters on employees’ attitudes and behaviors in the hospitality…”