Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots

Kervenoael, Ronan Jouan De; Hasan, Rajibul; Schwob, Alexandre; Goh, Edwin

doi:10.1016/j.tourman.2019.104042

Cited by 379 publications

(292 citation statements)

References 97 publications

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“…The results revealed that consumer intention to accept hotel service robots is influenced by their interaction with the robot, dimensions of anthropomorphism, perceived intelligence and security [47]. The same conclusion was drawn from Kervenoael et al in [50], where they stated that empathy from service robots has a positive and significant effect on the intention to use a robot. Empathy is meant as the robot's ability to understand or feel what another person is experiencing from within their frame of reference, i.e., the robot's ability to recognize emotion and to respond it in an appropriate way.…”

Section: The Importance Of Facilitating Human-robot Interactionsupporting

confidence: 67%

Thermal Infrared Imaging-Based Affective Computing and Its Application to Facilitate Human Robot Interaction: A Review

et al. 2020

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Over recent years, robots are increasingly being employed in several aspects of modern society. Among others, social robots have the potential to benefit education, healthcare, and tourism. To achieve this purpose, robots should be able to engage humans, recognize users’ emotions, and to some extent properly react and "behave" in a natural interaction. Most robotics applications primarily use visual information for emotion recognition, which is often based on facial expressions. However, the display of emotional states through facial expression is inherently a voluntary controlled process that is typical of human–human interaction. In fact, humans have not yet learned to use this channel when communicating with a robotic technology. Hence, there is an urgent need to exploit emotion information channels not directly controlled by humans, such as those that can be ascribed to physiological modulations. Thermal infrared imaging-based affective computing has the potential to be the solution to such an issue. It is a validated technology that allows the non-obtrusive monitoring of physiological parameters and from which it might be possible to infer affective states. This review is aimed to outline the advantages and the current research challenges of thermal imaging-based affective computing for human–robot interaction.

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Section: The Importance Of Facilitating Human-robot Interactionsupporting

confidence: 67%

Thermal Infrared Imaging-Based Affective Computing and Its Application to Facilitate Human Robot Interaction: A Review

et al. 2020

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“…Customers generally have positive attitudes towards robots in a tourism and hospitality context ( Ivanov et al, 2018 ), trust them ( Park, 2020 ), accept to use them ( de Kervenoael et al, 2020 ; Lin et al, 2019 ; Lu et al, 2019 ), but prefer to pay less for robot-delivered hospitality services compared to human-delivered services ( Webster and Ivanov, 2020 ). However, the intentions to use depend on whether tourists perceive specific tasks as suitable for robotisation or not ( Ivanov and Webster, 2019b ).…”

Section: Literature Reviewmentioning

confidence: 99%

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

Seyitoğlu

Иванов

2020

International Journal of Hospitality Management

113

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Highlights Provides a conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world. Identifies three service delivery system designs (robotic, human-based, and mixed). Analyses the requirements, (dis)advantages, and potential target markets of suggested systems. In a physically distant service the physical contact between the service provider and the customer is eliminated.

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“…Entertainment, which involves enjoyment and fun activities, is frequently studied as the benefits that customers appreciate in regard to their use of technology-powered products/services [30,33]. Robots in service delivery are a perfect example, and a lot of research stated that the arrival of robots in the service sector allows for fun interaction with the customers [34]. Lin et al [35] observed how AI robotic devices benefit customers' hedonic demands in both full-service and limited-service hotels.…”

Section: Expected Benefits Towards a Smart Hotelmentioning

confidence: 99%

“…Sigala [3] articulated the embedding smartness such as recommending system and virtual tours in the tourism sector and summarized how emerging technologies promote value co-creation. de Kervenoael [34] explained the adopting of robots in the service encounter as the service providers' commitment to value creation, which has become a requirement to fulfill the customer expectations of today.…”

Section: Perceived Valuementioning

confidence: 99%

The Role of Expected Benefits towards Smart Hotels in Shaping Customer Behavior: Comparison by Age and Gender

2021

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The present study attempted to provide foresight into the hotels of the future in response to the Fourth Industrial Revolution. In particular, this research aimed to understand customers’ expected benefits, many of which are rooted in the characteristics of a smart hotel, as well as to discover the role of expected benefits to build perceived value and attitude, which in turn increase the behavioral intentions towards a smart hotel. Furthermore, the moderating effect of age and gender was tested in the link between the expected benefits and perceived value, and the association between the expected benefits and attitude. The results of our analysis determined how personalization and entertainment, as well as safety and security, had a leading role to shape customer behavior, and how age moderated the link between entertainment and attitude. The discussion and implications were conducted in light of these findings.

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Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots

Cited by 379 publications

References 97 publications

Thermal Infrared Imaging-Based Affective Computing and Its Application to Facilitate Human Robot Interaction: A Review

Thermal Infrared Imaging-Based Affective Computing and Its Application to Facilitate Human Robot Interaction: A Review

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

The Role of Expected Benefits towards Smart Hotels in Shaping Customer Behavior: Comparison by Age and Gender

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