The DOI matches its Crossref record; 9 of the 9 references it cites were found in a registry or an index.
Humanlike robots as employees in the hotel industry: Thematic content analysis of online reviews
Abstract
The purpose of this study is to discover the public’s general perceptions of robots as frontline employees in the hotel industry based on YouTube online reviews. This study applied data mining techniques to the two most frequently viewed videos related to the employment of robots in hotels. Thematic content analysis was conducted based on the Godspeed dimensions. The findings suggest that potential users’ perceptions tend to be negative when it comes to any discussion of humanlike robots. However, people are more receptive towards robots with animated features. Finally, this study contributes to both theoretical and practical discussions on robots and their related modes of analyses. It raises potential problems in the Godspeed scale and uncanny valley theory, provides guidelines to hotels which intend to employ humanlike robots as frontline staff, and offers suggestions, such as promotional videos, to marketers.
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Citations
Cites
Universal dimensions of social cognition: warmth and competence
Fiske, S. T., Cuddy, A. J. C., & Glick, P. (2007) · Trends in Cognitive Sciences · doi:10.1016/j.tics.2006.11.005 · Cited by 4,567
Bartneck, C., Kulić, D., Croft, E., & Zoghbi, S. (2009) · International Journal of Social Robotics · doi:10.1007/s12369-008-0001-3 · Cited by 3,193
Experiencing physical warmth promotes interpersonal warmth
Williams, L. E., & Bargh, J. A. (2008) · Science · doi:10.1126/science.1162548 · Cited by 1,429
Social media engagement: What motivates user participation and consumption on YouTube?
Khan, M. L. (2017) · Computers in Human Behavior · doi:10.1016/j.chb.2016.09.024 · Cited by 1,180
Is That Car Smiling at Me? Schema Congruity as a Basis for Evaluating Anthropomorphized Products
Aggarwal, P., & McGill, A. L. (2007) · Journal of Consumer Research · doi:10.1086/518544 · Cited by 1,078 · cited 1×
“Previous research discussed that the critical factor resulting in positive evaluations on anthropomorphic products, hinges upon whether these characteristics can correspond to human features (Aggarwal & McGill, 2007).”
BackgroundFeeling robots and human zombies: Mind perception and the uncanny valley
Gray, K., & Wegner, D. M. (2012) · Cognition · doi:10.1016/j.cognition.2012.06.007 · Cited by 941 · cited 1×
“Uncanny valley theory has been widely applied in robotic related literature (Bartneck, Kanda, Ishiguro, & Hagita, 2017; Gray & Wegner, 2012; Ho & MacDorman, 2010).”
MethodHudson, S., & Ritchie, J. R. B. (2006) · Journal of Travel Research · doi:10.1177/0047287506286720 · Cited by 570
Flandorfer, P. (2012) · International Journal of Population Research · doi:10.1155/2012/829835 · Cited by 257
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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
From high-touch to high-tech: COVID-19 drives robotics adoption
Zeng, Z., Chen, P.-J., & Lew, A. A. (2020) · Tourism Geographies · doi:10.1080/14616688.2020.1762118 · Cited by 602
Man Tang, P., Koopman, J., McClean, S. T., Zhang, J. H., Li, C. H., De Cremer, D., Lu, Y., & Ng, C. T. S. (2022) · Academy of Management Journal · doi:10.5465/amj.2020.1516 · Cited by 370
Chi, O. H., Denton, G., & Gursoy, D. (2020) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2020.1721394 · Cited by 334
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
Metadata
- Authors
- Yu, C.-E.
- Venue
- Journal of Hospitality Marketing & Management
- Publisher
- Informa UK Limited
- Published
- 2019-03-23
- Volume
- 29
- Issue
- 1
- Pages
- 22-38
- ISSN
- 1936-8623 (ISSN-L)
- 1936-8631
- OpenAlex
- W2948937301
- Cited by
- 267
- References
- 9
- FWCI
- 15.31
- Type
- journal article
- Language
- en
- Open access
- closed
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- Yu, C.-E. (2020). Humanlike robots as employees in the hotel industry: Thematic content analysis of online reviews. Journal of Hospitality Marketing & Management. https://doi.org/10.1080/19368623.2019.1592733
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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.
