Research Methods on the Contribution of Robots in the Service Quality of Hotels

Belias, Dimitrios

doi:10.1007/978-3-030-36126-6_104

Cited by 10 publications

(3 citation statements)

References 22 publications

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“…By implementing service robots, hotel guests can enjoy a higher level of personalized services (Pinillos et al, 2016); for example, Connie in Hilton hotels and Chun-ri-Chan in Henn na hotel serve as concierge and in-room personal assistants. The convenience of using a service robot is identical; for example, delivery robots enhance and efficient the process of service delivery (Pinillos et al, 2016), standardize the SOP, and keep heterogeneity in control (Belias, 2020;Lu et al, 2019;Shimmura et al, 2020), most importantly, the process goes smoother without upselling. (Bitner,2001;Curran et al, 2003) Due to the unexpected global pandemic, COVID 19 raises a significant threat to the hospitality industry.…”

Section: Attractiveness Of Service Robots In Propertymentioning

confidence: 99%

How Can Hospitality Industry Improve Customer Satisfaction by Determining the Relevant Degree of Robot Staff Implementation?

Zuo

2023

JRSSH

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This study tackled the issues with service robots in hospitality industry and how to leverage robotic technology effectively. The implementation of robots in the hospitality industry was pushed to the boundary; however, customer satisfaction did not improve much as people still complain about the lengthy check-in process, the confusing communication, and other common complaints; there are more associated issues, such as underwhelming welcome, robots do not understand a specific accent, robots run out of battery, robots struggle to understand guests’ requests. Another issue was that some guests were uncomfortable with being served by service robots. The study aimed to determine the relevant degree of robotic staff implementation in the hospitality industry to improve customer satisfaction. For the empirical analysis, the data are coming from the given-out survey, including people who work at the hotel and people who do not work at the hotel, to gather comprehensive opinions from people with diversified occupancy. The study conducted a multiple-choice survey and a short answer question to leave them blank for people who want to express their feelings for service robots.

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Section: Attractiveness Of Service Robots In Propertymentioning

confidence: 99%

How Can Hospitality Industry Improve Customer Satisfaction by Determining the Relevant Degree of Robot Staff Implementation?

Zuo

2023

JRSSH

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“…Indeed, authors such as Ivanov and Webster (2017) have noted that while cnosumers have the intention to use robos, but also that consumers trust robots Qiu et al, 2020), there is a need to better understand what are the factors which will convince the conumersand the personnel of the hotelsto use robots . Furthermore, there is evidence that robots contribute to service quality (Belias, 2020a). Even if there is some evidence, still there is a research gap when it comes in the views of hotel managers and employees, while most of the current researches (such as focus only on consumers but also they avoid to compare the impact of different dimensions of the use of robots, such as the intention to use along with the effect on service quality.…”

Section: The Proposed Research Modelsmentioning

confidence: 99%

“…The current empirical research and practical experience on hotels that have used robotsespecially in large hotelsindicates that the use of robots has significant benefits (Ivanov & Webster, 2017;Tussyadiah & Park, 2018;Webster, 2019). Robots are effective on their tasks when they are used in routine services such as reception, the cleanliness (housekeeping) and catering services (Belias, 2020a). The use of robots can enhance the quality of service, and therefore customer satisfaction (Salminen & Milenkovic 2020).…”

Section: Introductionmentioning

confidence: 99%

A Conceptual Study of Proposing a Model to Use Robots in Hospitality Industry based on the Empirical Evidences

Belias¹,

Vasiliadis²

2021

ojtmr

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The aim of this paper is to analyze the development perspectives of robots in the hospitality industry and to draw a research model which may contribute in future reserch. More precisely, the current work examines the intentions of the consumers and employees to use robots on hotel services based on the findings of the related literature. The existing literature indicates that there is a gap due of the lack of academic research and of the fact that robots are used only in a small number of hotels. Recent publications indicate that there is a dichotomy over whether robots can benefit or not the hospitality sector. Based on the findings of the literature review, the authors have moved on with a research model which is going to be used for the case of Greek hotels. Hence, this paper aims on developing a conceptual framework for the intention to use robots from hotels and its impact on the expectations from the service quality of the hotels which use robots. However, this model has not been tested yet. Regarding the value of developing and using the proposed research model, by implementing this model, the academia and the practitioners would be able to understand on which type of hotel the robots would provide a better value. The use of robots on the hospitality industry is something new. This means that there is a lack of consensus over its value and usage along with a lack of a conceptual framework. For this reason, this study helps the academia and practitioners to better understand the contribution of robots in the hospitality industry.

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Τwo to Tango: Entrepreneurs and Robots’ Users in Hospitality Service Innovation

Kavoura

2021

Tourism, Hospitality &Amp; Event Management

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The travel and tourism industry is one of the world's largest industries, with a global economic contribution of over 7.6 trillion US dollars in 2016 (Statista 2019). Tourism is also one of the most important components of a country's economy. According to the United Nations World Tourism Organization (UNWTO) (2019), tourism contributes to economic growth and development globally, for both emerging and advanced economies: the Asia Pacific region recorded the highest growth in arrivals for 2018, closely followed by Africa.More specifically, China and Thailand are among the top ten destinations, by international tourist arrivals in 2018 (UNWTO 2019), and Asia was the fastestgrowing region in 2018 (UNWTO 2019). The use of automated and robotic systems in hospitality, in order to cater for guests' needs, provides an option especially in the Asia Pacific, given that Japanese and Chinese companies have developed innovative systems because (a) they have government support. Taiwan (Huang and Intarakumnerd 2019) and Vietnam have been reported as among the countries with the highest total early-stage entrepreneurial activity (Vuong et al. 2019); (b) cheap raw materials and the focus on domestic tasks, which brings great profits for companies that manufacture such products (Ferraz 2020; Service Robotics Market 2020), and thus, aim for the excellence of services (Chon 2019).Definitions in regard to human machine interface and hotel robots are provided in limited studies (Ivanov and Webster 2019a; Tussyadiah 2020) since robots in the hotel industry is an emergent phenomenon; boundaries are still blurred on those high tech services that hospitality may employ. For example, intelligent agents can be used to accomplish work for its users and incorporate software or hardware (Liang

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Research Methods on the Contribution of Robots in the Service Quality of Hotels

Cited by 10 publications

References 22 publications

How Can Hospitality Industry Improve Customer Satisfaction by Determining the Relevant Degree of Robot Staff Implementation?

How Can Hospitality Industry Improve Customer Satisfaction by Determining the Relevant Degree of Robot Staff Implementation?

A Conceptual Study of Proposing a Model to Use Robots in Hospitality Industry based on the Empirical Evidences

Τwo to Tango: Entrepreneurs and Robots’ Users in Hospitality Service Innovation

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