Attitudes of hotel customers towards the use of service robots in hospitality service encounters

Ahu Yazici Ayyildiz, Muhammed Baykal and Erdogan Koc

Technology in Society, 2022, vol. 70, issue C

Abstract: This study aims to identify whether hotel guests' attitudes towards robots serving at hotels show differences according to their gender, level of education, generation, and the continent they are from. The data for the study were collected from 1078 hotel guests who lived on four continents through an online survey. The analysis of the results shows that while the hotel guests are uncertain about their attitudes towards the presence of robots in daily life, in general, they tend to have more positive attitudes towards services delivered by service robots. The study shows that there is no significant difference in the attitudes of guests towards service robots in terms of the continent they are from. Generation X guests tended to be less interested in experiencing service encounters with service robots compared with Generation Y and Generation Z guests, as guests from Generation X believed that service robots offered more disadvantages. The study is original as previous research has not studied hotel guests’ attitudes towards services delivered by service robots according to their gender, level of education, generation, and the continent they are from.

Keywords: Service robots; Artificial intelligence; Technology; Digitalisation; Hotel guests' attitudes; Hotels (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0160791X22001361
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:teinso:v:70:y:2022:i:c:s0160791x22001361

DOI: 10.1016/j.techsoc.2022.101995

Access Statistics for this article

Technology in Society is currently edited by Charla Griffy-Brown

More articles in Technology in Society from Elsevier
Bibliographic data for series maintained by Catherine Liu ().