Service robots in hotels: understanding the service quality perceptions of human-robot interaction

Youngjoon Choi, Miju Choi, Munhyang Oh, Seongseop Kim

Research output: Contribution to journalArticlepeer-review

246 Scopus citations


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.

Original languageEnglish
Pages (from-to)613-635
Number of pages23
JournalJournal of Hospitality Marketing and Management
Issue number6
StatePublished - 17 Aug 2020

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© 2019 Taylor & Francis Group, LLC.


  • Service robots
  • artificial intelligence
  • human–robot interaction
  • service quality


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