Analysis of robot hotel: Reconstruction of works with robots

Osawa, Hirotaka; Ema, Arisa; Hattori, Hiroyuki; Akiya, Naonori; Kanzaki, Nobotsugu; Kubo, Akinori; Kõyama, T.; Ichise, Ryutaro

doi:10.1109/roman.2017.8172305

Cited by 51 publications

(32 citation statements)

References 2 publications

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“…In the United States, California-based creator has developed a burger robot that can fulfill up to 120 orders an hour (Troitino, 2018), while Café X has created robot baristas that can produce up to three beverages in 40 s (Canales, 2018). In Japan, several hotels have replaced many frontline service staff with interactive robots (Osawa et al, 2017). In the United Kingdom, the food technology sector, most notably restaurant robotics, is seeing an increasing amount of interest and investment (Dobberstein, 2019).…”

Section: Hospitality Service Roboticsmentioning

confidence: 99%

Applications and Implications of Service Robots in Hospitality

Tuomi

Tussyadiah

Stienmetz

2020

Cornell Hospitality Quarterly

210

126

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Service robots continue to permeate and automate the hospitality sector. In doing so, these technological innovations pose to radically change current service production and delivery practices and, consequently, service management and marketing strategies. This study explores the various impacts of robotization in the sector by offering one of the first empirical accounts on the current state-of-the-art of service robotics as deployed in hospitality service encounters. The results suggest that service robots either support or substitute employees in service encounters. They also offer hospitality businesses a novel point of differentiation, but only if properly integrated as part of wider marketing efforts. Finally, the automation of tasks, processes, and, ultimately, jobs has serious socioeconomic implications both at the microlevel and macrolevel. Consequently, hospitality executives need to consider where and how to apply robotization to strike a balance between operational efficiency and customer expectations. Displaying ethical leadership is key to reaping the benefits of the robot revolution.

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Section: Hospitality Service Roboticsmentioning

confidence: 99%

Applications and Implications of Service Robots in Hospitality

Tuomi

Tussyadiah

Stienmetz

2020

Cornell Hospitality Quarterly

210

126

View full text Add to dashboard Cite

show abstract

“…Thus, a field test is required in order to establish a connection between robot technology and the service industry. Moreover, the manner in which humans and robots collaborate in hotel service should be considered [25] because the contribution of tools depends on how they are used. Therefore, designing methods for collaboration with robots and subsequently testing them in practical situations is important.…”

Section: Background and Issuementioning

confidence: 99%

“…The study examined collaboration with robots in a hotel in which various robots are present [25]. The first form of collaboration involves using robots as a replacement for human labour.…”

Section: Collaborative Service Design For Social Robots In a Hotelmentioning

confidence: 99%

“…Actually, most studies have developed social robots capable of engaging in tasks typically performed by humans [24,28,32,40], implying an intention to replace human labour with social robots. Hennna hotel advocates replacement of human labour with robots for ultimate efficiency [15,25]. The hotel measured efficiency of labour in terms of time and cost and then assigned humans and robots to each service task in order to improve efficiency as much as possible.…”

Section: Collaborative Service Design For Social Robots In a Hotelmentioning

confidence: 99%

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Continuous Hospitality with Social Robots at a hotel

et al. 2020

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Social robots are being increasingly employed in service encounters at hotels. This study explored the possibility that social robots can engage in heartwarming interactions with hotel customers. A collaboration design known as 'Continuous Hospitality with Social Robots' , in which social robots compensate for gaps in hospitality through heartwarming interaction, was evaluated. A field test was conducted in which social robots engaged in heartwarming interaction with customers in a public area of a hotel and then collected customers' impressions of the social robots and overall service via a questionnaire and an interview. The results demonstrate social robots' potential for engaging in heartwarming interactions that enhance overall customer satisfaction through the use of the 'Continuous Hospitality with Social Robots' collaboration design. An exploratory analysis suggests that the perceived impressions of the interaction with social robots are influenced by customer gender and the duration of interactions. Furthermore, the results suggest that social robots could be utilized in other roles at hotels, namely effective advertisement through heartwarming interaction and mental support for employees who do not interact with customers.

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“…In parallel, leading researchers in Korea and Japan have created some of the most human-like socially interactive robots to date. Reports have suggested cultural differences: some Japanese publics have a stronger desire for humanoid robots over other forms of AI than some US publics (Sugiyama et al, 2017); Japan even houses the first all-robot run hotel (Henn-na Hotel, roughly translated as ''weird'' hotel) run by humanoid to dinosaur-form robots (Osawa et al, 2017). The global market for socially assistive robots for a world-wide growing aging population will bring further urgency to addressing these engineering and ethical divides over what we can create and how we should interact with these new technologies.…”

Section: Neuroethics Questions For Neuroscientistsmentioning

confidence: 99%