A Conceptual Study of Proposing a Model to Use Robots in Hospitality Industry based on the Empirical Evidences

Abstract

The aim of this paper is to analyze the development perspectives of robots in the hospitality industry and to draw a research model which may contribute in future reserch. More precisely, the current work examines the intentions of the consumers and employees to use robots on hotel services based on the findings of the related literature. The existing literature indicates that there is a gap due of the lack of academic research and of the fact that robots are used only in a small number of hotels. Recent publications indicate that there is a dichotomy over whether robots can benefit or not the hospitality sector. Based on the findings of the literature review, the authors have moved on with a research model which is going to be used for the case of Greek hotels. Hence, this paper aims on developing a conceptual framework for the intention to use robots from hotels and its impact on the expectations from the service quality of the hotels which use robots. However, this model has not been tested yet. Regarding the value of developing and using the proposed research model, by implementing this model, the academia and the practitioners would be able to understand on which type of hotel the robots would provide a better value. The use of robots on the hospitality industry is something new. This means that there is a lack of consensus over its value and usage along with a lack of a conceptual framework. For this reason, this study helps the academia and practitioners to better understand the contribution of robots in the hospitality industry.