Optimal capacity and operation design of a robot logistics system for the hotel industry

Lee, Woojin; Kwag, Sung Il; Ko, Young Dae

doi:10.1016/j.tourman.2019.103971

Cited by 39 publications

(44 citation statements)

References 9 publications

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“…From an operation perspective, robots can be used for simple, dirty, dull, dangerous, repetitive, routine tasks, not for complex services such as serving VIP guests and handling complaints ( Lee et al, 2020 ). The literature shows that robots are beneficial in terms of increasing efficiency and reducing labour costs ( Rodriguez-Lizundia et al, 2015 ).…”

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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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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“…In this respect, robotics may enhance the satisfaction level of employees which is significant in terms of service quality and guest satisfaction. Moreover, as Lee, Kwag & Ko (2020) point out, service providers should not expect robots to perform very complex services such as handling customer complaints and serving VIP guests because they are more convenient for less complex, routine, and repeated tasks. Therefore, although robots may perform some tasks in hotels, this does not mean that they would replace all human jobs in hotel operations.…”

Section: Managerial Implicationsmentioning

confidence: 99%

Hotel managers’ perceptions towards the use of robots: a mixed-methods approach

Иванов¹,

Seyitoğlu

Markova

2020

Preprint

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Adopting a supply-side perspective, the present paper analyses Bulgarian hotel managers’ perceptions of service robots using a convergent mixed methods design. Structured quantitative data was collected from 79 hotel managers through a questionnaire, while interviews were used for the collection of qualitative data from 20 hotel managers. The findings indicate that repetitive, dirty, dull, and dangerous tasks in hotels would be more appropriate for robots, while hotel managers would rather use human employees for tasks that require social skills and emotional intelligence. The demographic characteristics of respondents and the characteristics of the hotels they currently worked in played little role in their perceptions of service robots. The managers considered that robots would decrease the quality of the service and were generally not ready to use robots. Additionally, the interviewees indicated that skilled and well trained human employees were more valuable than robots and more adequate for the hospitality and tourism industry. Theoretical, methodological, and managerial implications are provided as well.

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“…Since the inimitable feature of human employees are needed for the hospitability and service (Golubovskaya, Robinson, & Solnet, 2017), the robotic service may negatively affect the customers' experience (Gursoy, Chi, Lu, & Nunkoo, 2019). Therefore, high-quality service with robots may not be possible for hospitality firms, but simple requirements of consumers can be meet (Lee, Kwag, & Ko, 2020).…”

Section: [C111]mentioning

confidence: 99%

Understanding the Robotic Restaurant Experience: A Multiple Case Study

Seyitoğlu¹,

Иванов²

2020

Preprint

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The purpose of this study is to investigate the robotic restaurant experience of travellers around the world and understand the components of robotic restaurant experience. Following this aim, travellers who had experienced a robotic restaurant were purposefully selected as a sample group for the study. Since the robotic restaurants are limited around the world, multiple case study method has been chosen to gather richer data. A user-generated content technique which is a form of qualitative case study method has been benefited. The data of this study were gathered between 18-29 November 2019 from travellers’ reviews (n=587) describing experiences they had between February 2013-November 2019. The results reveal a model of components of robotic restaurant experience that include seven main themes: attraction for kids, robotic system, service quality, memorable experience, ambience related attributes, food related attributes (economic value and gastronomic aspects), and deficiencies (in robotic system, in service quality, in ambience related attributes and in food related attributes). This paper is first to investigate the robotic restaurant experience of travellers around the world. Moreover, it contributes to the research on restaurant experience and offers a model of components of the robotic restaurant experience.

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Optimal capacity and operation design of a robot logistics system for the hotel industry

Cited by 39 publications

References 9 publications

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

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

Hotel managers’ perceptions towards the use of robots: a mixed-methods approach

Understanding the Robotic Restaurant Experience: A Multiple Case Study

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