Service robots in online reviews: Online robotic discourse

Matteo Borghi and Marcello M. Mariani

Annals of Tourism Research, 2021, vol. 87, issue C

Abstract: •Online reviews used to track customers' discourse about hospitality service robots.•50,000 TripAdvisor online reviews from 19 international hotels are analysed.•Trend analyses show different levels of robotic discourse across the hotels.•On average online reviews covering robots increase over time.•Reviews covering robots show different and distinctive features.

Keywords: Service robots; Online reviews; e-WOM; Online robotic discourse (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (9)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0160738320301808
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:anture:v:87:y:2021:i:c:s0160738320301808

DOI: 10.1016/j.annals.2020.103036

Access Statistics for this article

Annals of Tourism Research is currently edited by John Tribe

More articles in Annals of Tourism Research from Elsevier
Bibliographic data for series maintained by Catherine Liu ().