Research Methods on the Contribution of Robots in the Service Quality of Hotels

Dimitrios Belias ()
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Dimitrios Belias: University of West Attica

A chapter in Strategic Innovative Marketing and Tourism, 2020, pp 939-946 from Springer

Abstract: Abstract Robotics has many different applications in production—for example automation of production lines—and in services. A particular point of view is whether robots can replace people in the provision of services, in the case of tourism services. At present, the application of robotics to tourism is very limited, while at the academic level there has begun to have a relative interest. The current chapter has made an attempt to analyse the current research on the relationship between the use of robotics and service quality on hotels. The outcome is that there is a limited research which indicates that there is a positive relationship, though there are some reservations such as that the customers need to interact with humans. For this reason, the chapter makes a recommendation for future research.

Keywords: Robots; Service quality; Hotels; Customer; Satisfaction (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-030-36126-6_104

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DOI: 10.1007/978-3-030-36126-6_104

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