Exploring customer experiences with robotics in hospitality

Abstract

Purpose

The purpose of this study is to explore consumer reviews with robotics based on the five dimensions for evaluating user experiences (i.e. embodiment, emotion, human-oriented perception, feeling of security and co-experience), as derived from research in human-robot interactions (HRI).

Design/methodology/approach

The study first reviews the five dimensions for evaluating user experiences in HRI and then analyzes user experiences with robotics at four hotels (i.e. Yotel New York, Aloft Cupertino, Henn-na Hotel Japan and Marriott Residence Inn LAX) based on reviews on TripAdvisor, Agoda, Yelp and Booking.com.

Findings

The findings highlight the influence of robotic embodiment and human-oriented perceptions on consumer experiences. The findings also suggest that users and robots can co-create novel experiences, with some guests even proactively seeking new opportunities to interact and communicate with robots to develop a certain level of “relationship” with them.

Research limitations/implications

An understanding of user experiences from HRIs can inform future hospitality and tourism research and management.

Practical implications

This study contributes to hospitality and tourism management by highlighting current practices with robotics to suggest areas of improvements for enhancing future consumer experiences.

Social implications

Consumer experiences will change rapidly as hospitality and tourism management deploys robotics in the future.

Originality/value

This is one of the early studies in the field to explore consumer experiences with robotics based on the five dimensions for evaluating user experiences from research in HRI. In doing so, this study provides a number of theoretical and managerial implications relevant for hospitality and tourism research and practice.

Citation

Tung, V.W.S. and Au, N. (2018), "Exploring customer experiences with robotics in hospitality", International Journal of Contemporary Hospitality Management, Vol. 30 No. 7, pp. 2680-2697. https://doi.org/10.1108/IJCHM-06-2017-0322