Rise of humanoid robots in hospitality services

Lina Zhong and Rohit Verma

Chapter 22 in Research Handbook on Services Management, 2022, pp 331-345 from Edward Elgar Publishing

Abstract: Along with development of information technology, recently artificial intelligence has been developing rapidly. Although previous studies have evaluated hotel technology either from employee or consumer perspective, as the newly introduced hotel robot, its social and economic impacts are not known. To bridge the aforementioned gap, this research evaluates hotel robots from the perspective of context, diagnosis, evaluation, and strategy based on a framework analysis, considers planned behavior theory and transaction cost theory to analyze the possible economic and social impact of robot applications in the hotel industry. The results show that, from an economic perspective, it is a good investment for hotel owner. From a social impact perspective, consumers have received a good service experience. Employees'' attitude is not positive. Although they do not think that their work can be replaced by hotel robots, cooperation with robots has significantly increased their workload.

Keywords: Business and Management; Economics and Finance (search for similar items in EconPapers)
Date: 2022
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