Artificial intelligence enabled robots for stay experience in the hospitality industry in a smart city

Abstract

PurposeThe hospitality industry has witnessed numerous changes to enhance the stay experience of guests. To offer a memorable stay experience, the industry has started deploying intelligent robots. Therefore, this case study aims to examine and explore artificial intelligence (AI) enabled robots in hospitality industry in order to enhance guest experience in a smart city.Design/methodology/approachSemistructured interviews have been conducted at Novotel Ambassador Seoul Dongdaemun Hotels and Residences, Seoul, South Korea, to understand the stay experience of guests regarding services offered by AI enabled robots. The authors have selected employees for interviews since employees listen and witness the guest experience directly. Out of 214 employees in the hotel with varied experience and background, 26 interviews are conducted.FindingsThrough a systematic approach of coding, the authors have identified that deploying AI enabled robots facilitates the automation, information gathering, personalization and seamless service in the hospitality industry of a smart city. Further, with a back-and-forth mapping mechanism based on epistemological principles, the authors made four propositions that lead to the development of a research framework.Research limitations/implicationsThe practicing managers of hospitality industry can employ AI enabled robots within the scope of improving and automating the processes that can also offer increased personalization to enhance the stay experience, which is expected in a smart city.Originality/valueThe study offers a unique contribution to literature, since it is a live case study, and the information is from the practicing employees of a well-known organization in a hospitality sector from a smart city (Novotel Ambassador Seoul Dongdaemun Hotels and Residences, Seoul, South Korea).

Relationships among memorable brand experience, brand preference, and behavioral intentions: focusing on the difference between robot servers and human servers

“…In addition, Hwang et al (2021aHwang et al ( , 2021b observed that the consumers' perception of utilitarian value had a stronger impact on memorable brand experience when robot baristas provided services compared to human baristas. Lastly, Gupta et al (2022) explored artificial intelligence-enabled robots in smart city hotels and confirmed the role of robot services regarding strengthening the consumers' experience. It can be concluded that robot services play a role in enhancing memorable experiences, which is based on the results of the previous studies, but there is no research about memorable experiences in the field of robotic restaurants.…”

The effects of AI service quality and AI function-customer ability fit on customer's overall co-creation experience

“…The application of AI to the customer market has completely changed customer behaviors (Belanche et al, 2019;Gupta et al, 2022). For example, AI can assist customers to solve technical problems and acquire product-related information and price optimization (Adam et al, 2021;Pillai et al, 2020).…”

“…The application of AI to the customer market has completely changed customer behaviors (Belanche et al. , 2019; Gupta et al. , 2022).…”

“…In recent years, an increasing number of companies have employed artificial intelligence (AI) in their production, marketing, service and delivery processes (Campbell et al, 2020;Gupta et al, 2022;Gursoy et al, 2019). In the traditional service process, interaction and communication are usually between humans.…”

“…In recent years, an increasing number of companies have employed artificial intelligence (AI) in their production, marketing, service and delivery processes (Campbell et al. , 2020; Gupta et al. , 2022; Gursoy et al.…”