The DOI matches its Crossref record; 12 of the 12 references it cites were found in a registry or an index.
Applications and Implications of Service Robots in Hospitality
Open accessAbstract
Service robots continue to permeate and automate the hospitality sector. In doing so, these technological innovations pose to radically change current service production and delivery practices and, consequently, service management and marketing strategies. This study explores the various impacts of robotization in the sector by offering one of the first empirical accounts on the current state-of-the-art of service robotics as deployed in hospitality service encounters. The results suggest that service robots either support or substitute employees in service encounters. They also offer hospitality businesses a novel point of differentiation, but only if properly integrated as part of wider marketing efforts. Finally, the automation of tasks, processes, and, ultimately, jobs has serious socioeconomic implications both at the microlevel and macrolevel. Consequently, hospitality executives need to consider where and how to apply robotization to strike a balance between operational efficiency and customer expectations. Displaying ethical leadership is key to reaping the benefits of the robot revolution.
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Cites
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Cited by
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
Living and working with service robots: a TCCM analysis and considerations for future research
De Keyser, A., & Kunz, W. H. (2022) · Journal of Service Management · doi:10.1108/josm-12-2021-0488 · Cited by 132
When Robot (Vs. Human) Employees Say “Sorry” Following Service Failure
Wang, X., Hwang, Y., & Guchait, P. (2023) · International Journal of Hospitality & Tourism Administration · doi:10.1080/15256480.2021.2017812 · Cited by 60
Spektor, F., Fox, S. E., Awumey, E., Begleiter, B., Kulkarni, C., Stringam, B., Riordan, C. A., Rho, H. J., Akridge, H., & Forlizzi, J. (2023) · Proceedings of the ACM on Human-Computer Interaction · doi:10.1145/3579466 · Cited by 29
Metadata
- Authors
- Tuomi, A., Tussyadiah, I. P., & Stienmetz, J.
- Venue
- Cornell Hospitality Quarterly
- Publisher
- SAGE Publications
- Published
- 2020-05-25
- Volume
- 62
- Issue
- 2
- Pages
- 232-247
- ISSN
- 1938-9655 (ISSN-L)
- 1938-9663
- OpenAlex
- W3031900700
- Cited by
- 405
- References
- 12
- FWCI
- 15.06
- Type
- journal article
- Language
- en
- Open access
- hybrid
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- Tuomi, A., Tussyadiah, I. P., & Stienmetz, J. (2021). Applications and Implications of Service Robots in Hospitality. Cornell Hospitality Quarterly. https://doi.org/10.1177/1938965520923961
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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.
