Exploring customer experiences with robotics in hospitality
By Vincent Wing Sun Tung, Norman Au. International Journal of Contemporary Hospitality Management, 2018
372 citations recorded by the source corpus.
Purpose The purpose of this study is to explore consumer reviews with robotics based on the five dimensions for evaluating user experiences (i.e. embodiment, emotion, human-oriented perception, feeling of security and co-experience), as derived from research in human-robot interactions (HRI). Design/methodology/approach The study first reviews the five dimensions for evaluating user experiences in HRI and then analyzes user experiences with robotics at four hotels (i.e. Yotel New York, Aloft Cupertino, Henn-na Hotel Japan and Marriott Residence Inn LAX) based on reviews on TripAdvisor, Agoda, Yelp and Booking.com. Findings The findings highlight the influence of robotic embodiment and human-oriented perceptions on consumer experiences. The findings also suggest that users and robots can co-create novel experiences, with some guests even proactively seeking new opportunities to interact and communicate with robots to develop a certain level of “relationship” with them. Research limitations/implications An understanding of user experiences from HRIs can inform future hospitality and tourism research and management. Practical implications This study contributes to hospitality and tourism management by highlighting current practices with robotics to suggest areas of improvements for enhancing future consumer experiences. Social implications Consumer experiences will change rapidly as hospitality and tourism management deploys robotics in the future. Originality/value This is one of the early studies in the field to explore consumer experiences with robotics based on the five dimensions for evaluating user experiences from research in HRI. In doing so, this study provides a number of theoretical and managerial implications relevant for hospitality and tourism research and practice.
Subfields: Artificial Intelligence, Marketing, Sociology and Political Science
View Paper: https://www.semanticscholar.org/paper/54e7b1ad02ad733cc1d10d38d2dbd5a69fc771bc
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Citations in the corpus
- Enhancing hospitality experience with service robots: the mediating role of rapport building (2019, methodology): “For example, the autonomy of service robots, which describes robots ’ decision and action independently or with the assistance of humans, is a key characteristic that makes robots di ff er from traditional technologies (Tung & Au, 2018).”
- Service robots in hotels: understanding the service quality perceptions of human-robot interaction (2019, methodology): “Upscale hotel guests still expect to experience high-quality human care and interaction (Chan & Tung, 2019; Tung & Au, 2018).”
- A review of research into automation in tourism: Launching the Annals of Tourism Research Curated Collection on Artificial Intelligence and Robotics in Tourism (2020, background): “…because of the limited scope of implementation of intelligent automation in tourism and hospitality thus far, empirical studies are limited to analysis of online reviews (Tung & Au, 2018) and experiments with second-hand experience of robots (Lu, Cai, & Gursoy, 2019; Tussyadiah & Park, 2018).”
- Preference for robot service or human service in hotels? Impacts of the COVID-19 pandemic (2020, neutral): “Among other things, robots are being used to provide a range of benefits to hotels and hotel guests (Bartneck et al., 2009; Tung and Au, 2018).”