Exploring the reasons behind guests’ disregard for service robots in the hospitality: conceptualising the role of physical engagement in human-robot interaction

Zhenzhong Zhao, Shuang Xin, Catheryn Khoo and Yang Yang

Current Issues in Tourism, 2025, vol. 28, issue 20, 3357-3372

Abstract: This exploratory study aims to theoretically and empirically examine why hotel guests often overlook service robots by conceptualising the role of physical engagement in enhancing human-robot interaction. Using unobtrusive observation and semi-structured interviews, the study identifies phenomena related to the gap between observing and using hospitality service robots, as well as identifies the underlying dimensions of physical engagement. The results reveal that physical engagement consists of five key dimensions: distance dimension, visual dimension, guiding dimension, usability dimension, and performance dimension. Additionally, the study introduces a framework for consumer physical engagement with service robots in hotels, systematically enhancing our understanding of human-robot interaction in the hospitality industry. These findings provide valuable insights for hospitality practitioners to enhance robot adoption and operational efficiency.

Date: 2025
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DOI: 10.1080/13683500.2024.2393666

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