Service robots in hotels: understanding the service quality perceptions of human-robot interaction

By Youngjoon Choi, Miju Choi, M. Oh, Samuel S. Kim. Journal of Hospitality Marketing & Management, 2019

451 citations recorded by the source corpus.

ABSTRACT Hotel industry started to adopt service robots, which are considered a future workforce. However, no attempt was conducted to examine the dimensionality of service quality of service robots. This paper aims to understand the influence of human–robot interaction from the viewpoint of hoteliers and guests. Two studies are conducted in this respect. Study 1 organizes focus-group interviews with hotel managers from various departments to elicit themes related to guest–robot interaction and robot-delivered services. Based on the findings in Study 1, Study 2 conducts an experiment to examine and compare hotel guests’ perceptions about the quality of services provided by human staff and service robots, as well as their joint services. Human staff services are perceived higher than the services of service robots in terms of interaction quality and physical service environment. However, no significant difference in outcome quality is noted.

Subfields: Artificial Intelligence, Marketing, Social Psychology

View Paper: https://www.semanticscholar.org/paper/3dd6c75da4aeab681b4d79f74fc1e650d512b26f

Citations in the corpus

• Preference for robot service or human service in hotels? Impacts of the COVID-19 pandemic (2020, unknown): “that they perceive service robots negatively because of their lack of humanization or their limited ability to show emotions (Choi et al., 2019; Qiu et al., 2020).”