The DOI matches its Crossref record; 12 of the 12 references it cites were found in a registry or an index.
Marketing robot services in hospitality and tourism: the role of anthropomorphism
Abstract
Humanoid robots should play an increasing role in hospitality and tourism services. Anthropomorphic – human like – characteristics seem critical component to consumers accepting robotic service (rService). This conceptual manuscript advances rService research by drawing on services marketing, Human Robot Interaction (HRI) and the Uncanny Valley Theory to explore anthropomorphic characteristics’ range, role and impact on rService experiences. The paper proposes eleven robot capabilities that influence anthropomorphism and consequently shape HRI, three Uncanny Valley marketing outcomes, theoretical concepts, and a rich future research agenda. Hospitality and tourism literature and examples highlight the service context’s importance when researching, adopting, implementing and marketing rServices.
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Citations
Cites
The future of employment: How susceptible are jobs to computerisation?
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Artificial intelligence in service
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A survey of socially interactive robots
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“In accordance with this assumption, Fong et al. (2003) suggest that personality is an important design aspect of social robots.”
BackgroundWho Sees Human?: The Stability and Importance of Individual Differences in Anthropomorphism
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“Customer-staff relationships are important for business operations (Yim et al., 2008), and the field is now open for exploiting potential customer-and staff-robot relationship benefits (van Doorn et al., 2017).”
BackgroundInteractions with robots: the truths we reveal about ourselves
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“That robots will evolve and alter the workforce and mar-ketplace is clear; unclear is the extent of this evolution and the magnitude and reach of its impacts (Broadbent, 2017; Brynjolfsson et al., 2014; Collins, 2015; Frey & Osborne, 2017; van Doorn et al., 2017).”
BackgroundInfluentialToo real for comfort? Uncanny responses to computer generated faces
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Cited by
Adoption of AI-based chatbots for hospitality and tourism
Pillai, R., & Sivathanu, B. (2020) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-04-2020-0259 · Cited by 986
Preference for robot service or human service in hotels? Impacts of the COVID-19 pandemic
Kim, S. (., Kim, J., Badu-Baiden, F., Giroux, M., & Choi, Y. (2021) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2020.102795 · Cited by 567
Service robots: Applying social exchange theory to better understand human–robot interactions
Kim, H., So, K. K. F., & Wirtz, J. (2022) · Tourism Management · doi:10.1016/j.tourman.2022.104537 · Cited by 322
Hotel managers’ perceptions towards the use of robots: A mixed-methods approach
Ivanov, S., Seyitoğlu, F., & Markova, M. (2020) · Information Technology & Tourism · doi:10.1007/s40558-020-00187-x · Cited by 243
Kim, J. H., Kim, J., Park, J., Kim, C., Jhang, J., & King, B. (2025) · Journal of Travel Research · doi:10.1177/00472875231212996 · Cited by 202
Metadata
- Authors
- Murphy, J., Gretzel, U., & Pesonen, J.
- Venue
- Journal of Travel & Tourism Marketing
- Publisher
- Informa UK Limited
- Published
- 2019-02-13
- Volume
- 36
- Issue
- 7
- Pages
- 784-795
- ISSN
- 1054-8408 (ISSN-L)
- 1540-7306
- OpenAlex
- W2912861911
- Cited by
- 376
- References
- 12
- FWCI
- 20.26
- Type
- journal article
- Language
- en
- Open access
- closed
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- Murphy, J., Gretzel, U., & Pesonen, J. (2019). Marketing robot services in hospitality and tourism: the role of anthropomorphism. Journal of Travel & Tourism Marketing. https://doi.org/10.1080/10548408.2019.1571983
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
