To read this content please select one of the options below:

Research trends on guest experience with service robots in the hospitality industry: a bibliometric analysis

Tayfun Yörük (Department of Management Information Systems, Akdeniz University, Antalya, Turkey)
Nuray Akar (Department of Management Information Systems, Akdeniz University, Antalya, Turkey)
Neslihan Verda Özmen (Akdeniz University, Antalya, Turkey)

European Journal of Innovation Management

ISSN: 1460-1060

Article publication date: 28 February 2023

781

Abstract

Purpose

The purpose of this study is to reveal the research trends in guest experiences of service robots in the hospitality industry.

Design/methodology/approach

In this study, a review was carried out on the Web of Science (WoS) database with the assistance of bibliometric analysis techniques. Cluster analysis was also employed for this to group important data to determine the relationships and to visualize the areas in which the studies are concentrated. The thematic content analysis method was used to reveal on which customer experiences and on which methods the focuses were.

Findings

On the subject of experiences of service robots, the greatest number of publications was in 2021. In terms of country, China has come to the fore in the distribution of publications. As a result of thematic content analysis, it was determined that the leading factor was the main dimension of emotional experience. In terms of sub-dimensions, social interactions attracted more attention. Most of the studies discussed were not based on any theory. Apart from these, the Technology Acceptance Model (TAM), the Service Quality Model (SERVQUAL) and Perceived Value Theory (PVT) were featured more prominently among other studies.

Research limitations/implications

In this study, only the WoS database was reviewed. In future studies, it would be possible to make contextual comparisons by scanning other databases. In addition to quantitative research designs, social dimensions may be examined in depth following qualitative research methods. Thus, various comparisons can be made on the subject with mixed-method research designs. Experimental research designs can also be applied to where customers have experienced human-robot interactions (HRIs).

Originality/value

In the hospitality industry, it is critical to uncover every dimension of guests' robot acceptance. This study, which presents the current situation on this basis, guides future projections for the development of guest experiences regarding service robots in the hospitality industry.

Keywords

Acknowledgements

This work did not receive any funding.

Citation

Yörük, T., Akar, N. and Özmen, N.V. (2023), "Research trends on guest experience with service robots in the hospitality industry: a bibliometric analysis", European Journal of Innovation Management, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/EJIM-09-2022-0530

Publisher

:

Emerald Publishing Limited

Copyright © 2023, Emerald Publishing Limited

Related articles