TY - JOUR
T1 - Service robots in hotels
T2 - understanding the service quality perceptions of human-robot interaction
AU - Choi, Youngjoon
AU - Choi, Miju
AU - Oh, Munhyang
AU - Kim, Seongseop
N1 - Funding Information:
This work was supported by the internal grant?[YBX4]?of the The Hong?Kong Polytechnic University.
Publisher Copyright:
© 2019 Taylor & Francis Group, LLC.
PY - 2020/8/17
Y1 - 2020/8/17
N2 - Hotel industry started to adopt service robots, which are considered a future workforce. However, no attempt was conducted to examine the dimensionality of service quality of service robots. This paper aims to understand the influence of human–robot interaction from the viewpoint of hoteliers and guests. Two studies are conducted in this respect. Study 1 organizes focus-group interviews with hotel managers from various departments to elicit themes related to guest–robot interaction and robot-delivered services. Based on the findings in Study 1, Study 2 conducts an experiment to examine and compare hotel guests’ perceptions about the quality of services provided by human staff and service robots, as well as their joint services. Human staff services are perceived higher than the services of service robots in terms of interaction quality and physical service environment. However, no significant difference in outcome quality is noted.
AB - Hotel industry started to adopt service robots, which are considered a future workforce. However, no attempt was conducted to examine the dimensionality of service quality of service robots. This paper aims to understand the influence of human–robot interaction from the viewpoint of hoteliers and guests. Two studies are conducted in this respect. Study 1 organizes focus-group interviews with hotel managers from various departments to elicit themes related to guest–robot interaction and robot-delivered services. Based on the findings in Study 1, Study 2 conducts an experiment to examine and compare hotel guests’ perceptions about the quality of services provided by human staff and service robots, as well as their joint services. Human staff services are perceived higher than the services of service robots in terms of interaction quality and physical service environment. However, no significant difference in outcome quality is noted.
KW - artificial intelligence
KW - human–robot interaction
KW - service quality
KW - Service robots
UR - http://www.scopus.com/inward/record.url?scp=85077157890&partnerID=8YFLogxK
U2 - 10.1080/19368623.2020.1703871
DO - 10.1080/19368623.2020.1703871
M3 - Article
AN - SCOPUS:85077157890
SN - 1936-8623
VL - 29
SP - 613
EP - 635
JO - Journal of Hospitality Marketing and Management
JF - Journal of Hospitality Marketing and Management
IS - 6
ER -