Service robots are an option for contactless services due to the COVID-19 pandemic in the hotels

Subhodeep Mukherjee (), Manish Mohan Baral (), Chittipaka Venkataiah (), Surya Kant Pal () and Ramji Nagariya ()
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Subhodeep Mukherjee: GITAM (Deemed To Be University)
Manish Mohan Baral: GITAM (Deemed To Be University)
Chittipaka Venkataiah: Indira Gandhi National Open University
Surya Kant Pal: Sharda University
Ramji Nagariya: GITAM (Deemed To Be University)

DECISION: Official Journal of the Indian Institute of Management Calcutta, 2021, vol. 48, issue 4, No 7, 445-460

Abstract: Abstract The development of robotics in the current COVID-19 pandemic scenario can change the face of the industries. Robots are becoming more prominent in the hospitality industry. In this scenario, the usage of service robots for hotels is the best option. This study is performed using TAM and TRI theories. The constructs selected for the study are perceived ease of use, perceived usefulness, attitudes, behavioural intention, discomfort, insecurity, and trust. Survey-based research is carried out with the help of a questionnaire. The target population are the employees working in the hotels. Ten hypotheses are proposed for the study. This study highlights the acceptance of service robots in the hotels of India. Out of ten proposed hypothesis, five hypotheses were accepted, and the rest were rejected. For data analysis, structural equation modelling in AMOS 20.0 was carried out. This study will help the managers and the top management in the adoption of service robots.

Keywords: Covid-19; Service robots; Contactless service; Hotels; Customers; Acceptance (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (4)

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DOI: 10.1007/s40622-021-00300-x

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