Attitudes of hotel customers towards the use of service robots in hospitality service encounters

Ayyıldız, Ahu Yazıcı; Baykal, Muhammed; Koç, Erdoğan

doi:10.1016/j.techsoc.2022.101995

Cited by 55 publications

(37 citation statements)

References 56 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…The results showed that 7.73% were very negative, 7.01% were relatively negative, 42.38% were relatively positive, and 42.87% were very positive. The results showed that the overall evaluation of service robots by users was positive (85.25%), which verified the previous findings ( Seyitolu et al, 2021 ; Ayyildiz et al, 2022 ; Filieri et al, 2022 ; Zhong et al, 2022 ). Then, the sentiment analysis of sub-dimensions was conducted, and the analysis results were shown below.…”

Section: Resultssupporting

confidence: 88%

Factors influencing consumers’ willingness to accept service robots: Based on online reviews of Chinese hotels

Chen

Shao

et al. 2022

Front. Psychol.

View full text Add to dashboard Cite

The application of robots in service industry is increasing. Compared with related studies in other countries, the research on users’ acceptance of mid-range and high-range hotel service robots in China is preliminary. Based on the interaction between Chinese consumers and hotel service robots, this study explored the factors that influence consumers’ willingness to accept robots in human–robot interaction. According to the service robot integration willingness scale (performance efficacy, intrinsic motivation, anthropomorphism, social influence, facilitating conditions, and emotion), this study conducted content analysis and sentiment analysis on 4,107 online reviews from 68 mid-range and high-range hotels in Qunar. The results showed that users’ overall evaluation of robot service in mid-range and high-range hotels is positive. The most frequently mentioned dimension by users is performance efficacy, followed by intrinsic motivation, anthropomorphism, and emotion, finally, the facilitating conditions, the five dimensions have positive impact on users’ evaluation of service robots; the influence of social influence on human–robot interaction evaluation has not been found. This study supplements the research on service robot and provides a reference for hotel managers to make decisions.

show abstract

Section: Resultssupporting

confidence: 88%

Factors influencing consumers’ willingness to accept service robots: Based on online reviews of Chinese hotels

Chen

Shao

et al. 2022

Front. Psychol.

View full text Add to dashboard Cite

show abstract

“…Although scholars have begun to investigate robot service issues with regard to Generation Z cohorts (Ali et al , 2022; Goh and Okumus, 2020; Romero and Lado, 2021), little light has been shed on their preference toward robot service by taking into account the cultural backgrounds (Li et al , 2010), different consumer expectations (Ayyildiz et al , 2022), robot capabilities (Tuomi et al ., 2021a) and other factors that might influence human-robot interaction in service encounters (Lu et al , 2020). Moreover, although several studies have looked at service robot adoption in tourism industry, they fail to capture the full extent of frontline service organizations as most of work is either using structural equation modeling or experimental design.…”

Section: Introductionmentioning

confidence: 99%

Hotel robots: an exploratory study of Generation Z customers in China

Chen

Xue

Tuomi

et al. 2022

View full text Add to dashboard Cite

Purpose Given little light has been shed on the preference of Generation Z tourists or tourists from different cultural backgrounds toward service robot preference in hospitality contexts, this study aims to explore robot service preferences in the accommodation sector in the Chinese market, with a specific focus of Generation Z customers. Design/methodology/approach This study followed an exploratory sequential research design including two qualitative methods (i.e. projective techniques and semistructured interviews) to reach its objectives. Findings This study suggests that service robots are more preferred for routine tasks and gender differences exist in the preference of service robot’s anthropomorphism level. The preferences are driven by four factors based on different levels of hedonic and utilitarian values: experienced-hedonic value, utilitarian-hedonic value, task-relevant value and utilitarian value. Research limitations/implications First, because of the exploratory nature of this study, the data interpretation is unavoidably subjective; therefore, the results can be confirmed by using a more rigorous research method. Second, this study only focuses on the preference of Generation Z customers in China in the hotel sector; as the cultural differences exist in different countries, this study’s findings cannot be readily generalized across populations and service contexts. Finally, this study fails to dig into the effect of gender differences on varying levels of anthropomorphic attributes. Practical implications As hotels adopt service robots more widely, managers need to identify customers’ service preferences and prioritize tasks between robots and human resources for more efficient service. Particularly important is understanding the benefits and challenges of specific robot implementations rather than looking for a one-size-fits-all mode of operation. Originality/value To the best of the authors’ knowledge, this is the first study to understand robot service preference with regard to specific tourist groups in illustrating their preference for service delivery. Drawing on self-determination theory, this study potentially provides a theoretical basis for hotel service process optimization.

show abstract

“…Further, this study showed that the degree of pleasure customers experience from the interaction mediates the relationship between robot gender and satisfaction. Additionally, customer attitudes towards service robots in hotels were influenced by gender roles in society, with men showing more interest in technical knowledge related to service robots and women were more interested in establishing personal relationships (Ayyildiz et al, 2022).…”

Section: Service Robots and Customer Satisfactionmentioning

confidence: 99%

The impact of service robots on customer satisfaction online ratings: The moderating effects of rapport and contextual review factors

Borghi,

Mariani,

Vega

et al. 2023

Psychology and Marketing

View full text Add to dashboard Cite

Recent research has established a positive relationship between the use of service robots powered by artificial intelligence in hospitality firms and customer satisfaction online ratings, a particularly important form of electronic word of mouth. However, it is not clear if and how this relationship is augmented or diminished by moderating factors. In this study, we examined four potential moderators by using machine learning and natural language processing techniques to analyze 20,166 online reviews of hotels that had implemented service robots. We had four key findings. First, a positive service robot‐satisfaction rating relationship was further enhanced by improved customer‐service robot rapport during the service encounter. Second, higher customer effort focused on service robots in a review reduced the service robot‐satisfaction rating relationship. Third, posting reviews using a mobile device (vs. other devices) showed higher satisfaction ratings. Finally, customers' prior experience in writing online reviews was unrelated to the service robot‐satisfaction rating relationship. Taken together, these results suggest that service robots should be designed to be interactive and encourage customers to build rapport, for example, by service robots engaging in conversational flows. Moreover, customers should be nudged to use their mobile devices to post timely reviews on their positive human–robot interactions.

show abstract

Attitudes of hotel customers towards the use of service robots in hospitality service encounters

Cited by 55 publications

References 56 publications

Factors influencing consumers’ willingness to accept service robots: Based on online reviews of Chinese hotels

Factors influencing consumers’ willingness to accept service robots: Based on online reviews of Chinese hotels

Hotel robots: an exploratory study of Generation Z customers in China

The impact of service robots on customer satisfaction online ratings: The moderating effects of rapport and contextual review factors

Contact Info

Product

Resources

About