Exploring the influence of culture on tourist experiences with robots in service delivery environment

Youngjoon Choi, Munhyang Oh, Miju Choi, Seongseop Kim

Research output: Contribution to journalArticlepeer-review

80 Scopus citations


Robots and artificial intelligence represent a newly emerging trend in tourism and hospitality. However, studies examining how cultural perceptions influence tourists’ experiences interacting with service robots are lacking. In response to the industrial trend, the experiential components of robot-staffed hotels are assessed in this study. A qualitative approach is adopted to compare the semantic networks of Japanese and non-Japanese tourists’ online reviews, using 1,498 reviews from nine robot-staffed hotels in Japan. The results indicate that hotel guests’ interaction with robots is one of the main experiential components in robot-staffed hotels. The semantic network analysis results demonstrate noticeable differences, with Japanese reviews demonstrating more emotional responses to human-robot interaction and non-Japanese reviews valuing the functional and technical aspects of robot-provided services more.

Original languageEnglish
Pages (from-to)717-733
Number of pages17
JournalCurrent Issues in Tourism
Issue number5
StatePublished - 2021

Bibliographical note

Publisher Copyright:
© 2020 Informa UK Limited, trading as Taylor & Francis Group.


  • R-tourism
  • Robot
  • artificial intelligence
  • human-robot interaction
  • online reviews
  • semantic network analysis


Dive into the research topics of 'Exploring the influence of culture on tourist experiences with robots in service delivery environment'. Together they form a unique fingerprint.

Cite this