Nudged by a robot: Responses to agency and feedback

Tussyadiah, Iis; Miller, Graham

doi:10.1016/j.annals.2019.102752

Cited by 78 publications

(52 citation statements)

References 69 publications

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“…Robots, for example, are used for the provision of information and room service delivery in hotels (Lukanova & Ilieva, 2019;Tussyadiah & Miller, 2019), as curators and guides in museums (Virto & López, 2019), as self-driving taxis in destinations (Tussyadiah, Zach, & Wang, 2017) or as hosts and waiters in restaurants (Berezina, Ciftci, & Cobanoglu, 2019) or during events (Ogle & Lamb, 2019). Automated pricing systems with artificial intelligence amend the prices of hotel accommodation and flight tickets based on changes in occupancy, demand, and competitors' actions (Pekgün et al, 2013).…”

Section: Automation Technologies In Tourismmentioning

confidence: 99%

Biosecurity, crisis management, automation technologies, and economic performance of travel, tourism and hospitality companies – a conceptual framework

Иванов¹,

Webster²,

Stoilova³

et al. 2020

Preprint

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The COVID-19 pandemic of 2020 will have a massive impact upon travel, tourism, and hospitality globally. With a massive reduction in tourism globally because of the health crisis, the industry will likely have to plan a recovery and rebuilding of the industry. Part and parcel of the reorganization will involve increasingly depending upon automation technologies. In this article, we discuss how the virus has impacted upon the global industry and discuss how automation technologies will be implemented into the industry to ensure a vibrant return to a strong tourism economy. We expect that employers and industry will look differently upon many automation technologies and implement these technologies into their operations to ensure a return to a situation in which tourism can take place in ways that ensure the biosecurity of travellers and ensure that the industry’s operations return to be able to work in profitable ways.

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Section: Automation Technologies In Tourismmentioning

confidence: 99%

Biosecurity, crisis management, automation technologies, and economic performance of travel, tourism and hospitality companies – a conceptual framework

Иванов¹,

Webster²,

Stoilova³

et al. 2020

Preprint

View full text Add to dashboard Cite

show abstract

“…Additionally, Yu and Ngan (2019) discussed the appearance of humanoid robots and the cultural and gender differences of respondents' perceptions, while Tussyadiah and Miller (2019) assessed the nudge potential of robots on tourists' proenvironmental behavioral intentions. Finally, Tung and Au (2018) used customer reviews of robot-delivered services in hotels to explore customer experiences with robotics, while Yu (2019) did a thematic analysis of online reviews of videos of hospitality robots to evaluate their anthropomorphism, animacy, likeability, perceived intelligence, and perceived safety.…”

Section: Research On Robots In Tourism and Hospitalitymentioning

confidence: 99%

Robotics in Tourism and Hospitality

Иванов

Webster

Berezina

2020

Handbook of E-Tourism

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This chapter provides a comprehensive review of robotics in tourism and hospitality, including the technical foundations of robotics, synthesis of academic literature, and current and potential applications. Robots may be defined as programmable, intelligent devices, with a certain degree of autonomy, mobility, and sensory capabilities, designed to perform a certain task. Distinguishing between industrial and service robots, the chapter focuses on the category of service robots that perform useful tasks for humans in the tourism and hospitality industry. The chapter begins with the review of relevant studies and addresses both engineering and social sciences perspectives. The latter is evaluated deeper by looking at conceptual and empirical research. The chapter presents applications of robots across different segments of the tourism and hospitality industry, including hotels (e.g., front desk agents, concierges, delivery robots, porters, and housekeepers), restaurants (e.g., cook assistants, hosts, wait staff, food runners, bartenders, and robots delivering food), events (e.g., guest entertainment and physical presence for virtual attendees), attractions (e.g., museums), and travel (e.g., airports, autonomous vehicles). This book chapter investigates the issues related to robot adoption by tourism and hospitality companies from two perspectives: the supply-and the demand-side. From the supply-side perspective, the chapter evaluates the economics of robotics in tourism and hospitality, presents analysis of financial and non-financial costs and benefits, discusses employee resistance towards robotic labor, and outlines considerations for designing robot-friendly facilities. From a demand-side perspective, the chapter elaborates on customer attitudes towards the use of robots by tourism and hospitality companies, humanrobot interaction, and customer willingness to pay for robot-delivered services. The chapter concludes by looking at future opportunities for robotization and research directions.

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“…4) has introduced AI, automation, and robotics and has led to their strategic implementation in the hospitality industry, intending to solve many of the daily management challenges (Makridakis, 2017). Hotels today are using more and more AI to modernise their operating procedures and render flawless processes traditionally provided by the employees in guest relations, check-in/check-out, room service, bartending, chatbots, reservations and bookings management, and virtual avatars (Cain, Thomas & Alonso, 2019;Ivanov, 2019;Ivanov, Gretzel, Berezina, Sigala, & Webster, 2019;Pesonen & Neidhardt, 2019;Tussyadiah & Miller, 2019). AI-driven robots are quickly becoming an essential asset of many hospitality establishments, driven by shortages in staff, the need for increased multilevel communication, and the need to create a memorable guest experience through flawless use of available customer data (Bowen & Morosan, 2018).…”

Section: Risks and Opportunitiesmentioning

confidence: 99%