A conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world: The role of service robots

Seyitoğlu, Faruk; Иванов, Станислав

doi:10.1016/j.ijhm.2020.102661

Cited by 113 publications

(91 citation statements)

References 102 publications

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“…In the tourist industry, three service robot models were summarised, i.e. robotic, human-based, and mixed [ 124 ]. The requirements, advantages, disadvantages, and potential target markets of those models are analysed in the (post-) pandemic era.…”

Section: Robots In Covid-19mentioning

confidence: 99%

A literature survey of the robotic technologies during the COVID-19 pandemic

Wang

2021

Journal of Manufacturing Systems

195

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Since the late 2019, the COVID-19 pandemic has been spread all around the world. The pandemic is a critical challenge to the health and safety of the general public, the medical staff and the medical systems worldwide. It has been globally proposed to utilise robots during the pandemic, to improve the treatment of patients and leverage the load of the medical system. However, there is still a lack of detailed and systematic review of the robotic research for the pandemic, from the technologies’ perspective. Thus a thorough literature survey is conducted in this research and more than 280 publications have been reviewed, with the focus on robotics during the pandemic. The main contribution of this literature survey is to answer two research questions, i.e. 1) what the main research contributions are to combat the pandemic from the robotic technologies’ perspective, and 2) what the promising supporting technologies are needed during and after the pandemic to help and guide future robotics research. The current achievements of robotic technologies are reviewed and discussed in different categories, followed by the identification of the representative work’s technology readiness level. The future research trends and essential technologies are then highlighted, including artificial intelligence, 5 G, big data, wireless sensor network, and human-robot collaboration.

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Section: Robots In Covid-19mentioning

confidence: 99%

A literature survey of the robotic technologies during the COVID-19 pandemic

Wang

2021

Journal of Manufacturing Systems

195

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“…Robots can differentiate from competitors, achieve and sustain competitive advantage, and improve quality in the service sector. Hospitality companies depend on robots to provide superior services, such as cooking and serving food and beverages, welcoming guests, transporting products [12]. These robots are typically used in hospitality and tourism to assist customers or tourists with routine tasks, such as finding their way around a hotel, securing or unlocking hotel room doors, providing food or beverages, and offering other cleaning and security services [13].…”

Section: Introductionmentioning

confidence: 99%

“…With all those mentioned above, the fact that technological developments are already changing existing business models, regardless of the pandemic, also ensures that robots are seen as a factor that can reduce costs in the hospitality industry [12]. Currently, the aim is to bring together employees and technology in hotel operations at an optimum level.…”

Section: Introductionmentioning

confidence: 99%

“…Robots can navigate complex service environments thanks to advanced image recognition and processing techniques and have complex interactions with humans due to their increased natural language processing capabilities [22] and thus advanced robots with artificial intelligence equipped with machine learning applications are used in hotels, airports, and restaurants [23]. Crises, such as COVID-19, create a unique situation for hospitality companies, requiring them to place a greater emphasis on customer and employee health and safety and the physical distance that robots can successfully give [12]. Thus, the pandemic has made this application unprecedentedly relevant to the hospitality industry as we look to a possible near future with more robotic applications to reduce human contact [24].…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

The Effect of Perceptions on Service Robot Usage Intention: A Survey Study in the Service Sector

Meidutė‐Kavaliauskienė

Çiğdem

Yıldız

et al. 2021

Sustainability

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The current age of artificial intelligence, along with the advent of robots, portends increased use of innovative technologies in the tourism industry, with higher levels of service innovation than in many other industries. In addition, factors such as an approaching worldwide pandemic have limited the amount of physical contact that people can have. So as a result, the use of service robots in service areas, such as tourism, has recently become controversial. In this study, accommodation customers’ perceptions of advantages and disadvantages about robots and the effect of the perceived value of their intention to use them were investigated. Within the scope of the research, data were collected from 1408 people living in various cities in Turkey through an online survey. The data were analyzed by structural equation modeling. As a result of the analyses, it was found that the perception of advantage and the perceived value affect the intention to use service robots positively and significantly. It has been determined that the perception of disadvantage affects the intention to use service robots negatively and significantly. The research results show that the accommodation companies should be innovative and rapidly transition to robotization, as in the manufacturing industry. Advanced technological innovation applications, such as service robots, will play an essential role in the revival of the tourism industry, especially during the global epidemic.

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“…(Jiang & Wen, 2020) mengusulkan penelitian berdasarkan tinjauan literatur yang relevan tentang pemasaran hotel, perilaku tamu hotel, dan tren layanan perhotelan. (Seyitoğlu & Ivanov, 2020) mengembangkan kerangka konseptual untuk desain sistem pemberian layanan di perhotelan di era Covid-19, mengidentifikasi tiga desain tersebut (robotik, berbasis manusia, dan campuran) serta menganalisis kelebihan dan kekurangan masing-masing. (Shin & Kang, 2020) melakukan eksperimen untuk mengeksplorasi dampak interaksi yang diharapkan dan kebersihan yang diharapkan pada risiko kesehatan yang dirasakan dan niat pemesanan hotel.…”

Section: Pendahuluanunclassified

Faktor-Faktor Yang Mempengaruhi Kinerja Manajer Perhotelan Pada Masa Pandemi Covid-19 Di Parepare Sulawesi Selatan

Sudirman

Frihatni

Mandacan³

et al. 2021

JISIP

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This research aims to analyze promotion costs and quality of service to the performance of managers during the COVID-19 pandemic. This type of research is quantitative conducted at Parepare, South Sulawesi. The sample of the research was all hotels in Parepare of 25 hotels. The data analysis used is a multiple regression. The result of this research discloses that promotional costs and service quality affect the hotel manager performance in Parepare. Another result discloses that promotional costs have more effect on hotel revenue compared to the quality of hotel services quality. This is because promotion costs are the costs incurred for the activities carried out by the hotel to increase room service and to create other service products. The results of this study are expected to contribute to the hotel sector in increasing revenues during the pandemic.

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A conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world: The role of service robots

Cited by 113 publications

References 102 publications

A literature survey of the robotic technologies during the COVID-19 pandemic

A literature survey of the robotic technologies during the COVID-19 pandemic

The Effect of Perceptions on Service Robot Usage Intention: A Survey Study in the Service Sector

Faktor-Faktor Yang Mempengaruhi Kinerja Manajer Perhotelan Pada Masa Pandemi Covid-19 Di Parepare Sulawesi Selatan

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