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Open Access
Article
Publication date: 1 May 2020

Galen R. Collins

Service robotics, a branch of robotics that entails the development of robots able to assist humans in their environment, is of growing interest in the hospitality industry…

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Abstract

Purpose

Service robotics, a branch of robotics that entails the development of robots able to assist humans in their environment, is of growing interest in the hospitality industry. Designing effective autonomous service robots, however, requires an understanding of HumanRobot Interaction (HRI), a relatively young discipline dedicated to understanding, designing, and evaluating robotic systems for use by or with humans. HRI has not yet received sufficient attention in hospitality robotic design, much like Human–Computer Interaction (HCI) in property management system design in the 1980s. This article proposes a set of introductory HRI guidelines with implementation standards for autonomous hospitality service robots.

Design/methodology/approach

A set of key user-centered HRI guidelines for hospitality service robots were extracted from 52 research articles. These are organized into service performance categories to provide more context for their application in hospitality settings.

Findings

Based on an extensive literature review, this article presents some HRI guidelines that may drive higher levels of acceptance of service robots in customer-facing situations. Deriving meaningful HRI guidelines requires an understanding of how customers evaluate service interactions with humans in hospitality settings and to what degree those will differ with service robots.

Originality/value

Robots are challenging assumptions on how hospitality businesses operate. They are being increasingly deployed by hotels and restaurants to boost productivity and maintain service levels. Effective HRI guidelines incorporate user requirements and expectations in the design specifications. Compilation of such information for designers of hospitality service robots will offer a clearer roadmap for them to follow.

Details

International Hospitality Review, vol. 34 no. 1
Type: Research Article
ISSN: 2516-8142

Keywords

Article
Publication date: 24 February 2022

Arne De Keyser and Werner H. Kunz

Service robots are now an integral part of people's living and working environment, making service robots one of the hot topics for service researchers today. Against that…

3694

Abstract

Purpose

Service robots are now an integral part of people's living and working environment, making service robots one of the hot topics for service researchers today. Against that background, the paper reviews the recent service robot literature following a Theory-Context-Characteristics-Methodology (TCCM) approach to capture the state of art of the field. In addition, building on qualitative input from researchers who are active in this field, the authors highlight where opportunities for further development and growth lie.

Design/methodology/approach

The paper identifies and analyzes 88 manuscripts (featuring 173 individual studies) published in academic journals featured on the SERVSIG literature alert. In addition, qualitative input gathered from 79 researchers who are active in the service field and doing research on service robots is infused throughout the manuscript.

Findings

The key research foci of the service robot literature to date include comparing service robots with humans, the role of service robots' look and feel, consumer attitudes toward service robots and the role of service robot conversational skills and behaviors. From a TCCM view, the authors discern dominant theories (anthropomorphism theory), contexts (retail/healthcare, USA samples, Business-to-Consumer (B2C) settings and customer focused), study characteristics (robot types: chatbots, not embodied and text/voice-based; outcome focus: customer intentions) and methodologies (experimental, picture-based scenarios).

Originality/value

The current paper is the first to analyze the service robot literature from a TCCM perspective. Doing so, the study gives (1) a comprehensive picture of the field to date and (2) highlights key pathways to inspire future work.

Details

Journal of Service Management, vol. 33 no. 2
Type: Research Article
ISSN: 1757-5818

Keywords

Open Access
Article
Publication date: 21 June 2022

Marah Blaurock, Martina Čaić, Mehmet Okan and Alexander P. Henkel

Social robots increasingly adopt service roles in the marketplace. While service research is beginning to unravel the implications for theory and practice, other scientific…

4446

Abstract

Purpose

Social robots increasingly adopt service roles in the marketplace. While service research is beginning to unravel the implications for theory and practice, other scientific disciplines have amassed a wealth of empirical data of robots assuming such service roles. The purpose of this paper is to synthesize these findings from a role theory perspective with the aim of advancing role theory for humanrobot service interaction (HRSI).

Design/methodology/approach

A systematic review of more than 10,000 articles revealed 149 empirical HRSI-related papers across scientific disciplines. The respective articles are analyzed employing qualitative content analysis through the lens of role theory.

Findings

This review develops an organizing structure of the HRSI literature across disciplines, delineates implications for role theory development in the age of social robots, and advances robotic role theory by providing an overarching framework and corresponding propositions. Finally, this review introduces avenues for future research.

Originality/value

This study pioneers a comprehensive review of empirical HRSI literature across disciplines adopting the lens of role theory. The study structures the body of HRSI literature, adapts traditional and derives novel propositions for role theory (i.e. robotic role theory), and delineates promising future research opportunities.

Details

Journal of Service Management, vol. 33 no. 6
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 13 October 2023

Yangjun Tu, Wei Liu and Zhi Yang

This research empirically investigates how service employees' ratings of technology readiness (TRI), negative attitudes towards robots (NARS), Big Five personality traits (BFI…

Abstract

Purpose

This research empirically investigates how service employees' ratings of technology readiness (TRI), negative attitudes towards robots (NARS), Big Five personality traits (BFI) and emotional demands (ED) affect their willingness to work with service robots (WTW).

Design/methodology/approach

One set of data is collected from 410 service employees expected to work with service robots in Study 1. Another set of field data is collected from 102 employees working with service robots in Study 2. Hierarchical regression is used to test hypotheses about the impact of technology readiness, negative attitudes towards robots and Big Five personality traits on WTW. Additionally, the interactions of emotional demands in the workplace are analysed.

Findings

TRI-optimism and TRI-insecurity significantly affect WTW in Study 2 but are nonsignificant in Study 1. The impacts of NARS-emotions in interaction with robots and NARS-interaction with robots situations on WTW are significant in Study 1 but nonsignificant in Study 2. Moreover, BFI-neuroticism negatively affected WTW in Study 1, while these effects were nonsignificant in Study 2. Finally, emotional demands significantly interact with three of eleven dimensions of IVs in Study 1, but all interactions are nonsignificant in Study 2.

Practical implications

This research provides a guiding framework for service companies to screen employees expected to cowork with service robots, to enhance newly hired employees' WTW and to improve existing employees' WTW.

Originality/value

Integrating the characteristics of service employees, service robots and jobs into a theoretical framework, this research is the first to empirically examine the effects of service employees' several critical characteristics (technology readiness, negative attitudes towards robots and Big Five personality) on WTW and the moderation of job characteristics (emotional demands).

Article
Publication date: 17 May 2023

Chelsea Phillips, Rebekah Russell–Bennett, Gaby Odekerken-Schröder, Dominik Mahr and Kate Letheren

The human service triad (i.e. the relationship between the customer, frontline employee (FLE) and managerial employee) experiences a range of well-being challenges when faced with…

Abstract

Purpose

The human service triad (i.e. the relationship between the customer, frontline employee (FLE) and managerial employee) experiences a range of well-being challenges when faced with the introduction of service robots. Despite growth in service robot scholarship, understanding of the well-being challenges affecting the human service triad remains fragmented. Hence, the purpose of this paper is to synthesise the literature and offer a research agenda aligned with the proposed Robotic-Human Service Trilemma. By taking a job performance approach (which considers the actions, behaviours and outcomes linked to organisational goals), the Robotic-Human Service Trilemma conceptualises three well-being challenges (intrusion, sideline and interchange). These challenges are realised via the realistic capabilities and constraints of service robot implementation.

Design/methodology/approach

This research relies on a systematic review of all disciplines concerning service robots. In total, 82 articles were analysed using thematic coding and led to the development of the Robotic-Human Service Trilemma and research agenda.

Findings

The analyses reveal the Robotic-Human Service Trilemma consists of three challenges: intrusion, sideline and indifference. The findings demonstrate that FLEs are required to counterbalance the constraints of service robots, leading to an uneven well-being burden within the human service triad. This paper suggests a research agenda for investigation of the challenges that underpin the Robotic-Human Service Trilemma.

Originality/value

Through the conceptualisation of the Robotic-Human Service Trilemma, this study is the first to explore how states of well-being equilibrium exist within the human service triad and how these states are challenged by service robots. The authors present a balanced centricity perspective to well-being that contrasts previous trade-off approaches and that enhances the body of service robot literature with a well-being lens.

Details

Journal of Service Management, vol. 34 no. 4
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 5 May 2023

Dewi Tojib, Rahul Sujan, Junzhao Ma and Yelena Tsarenko

Service robots are gradually becoming more anthropomorphic and intelligent. This research aims to investigate how anthropomorphic service robots with different levels of…

1302

Abstract

Purpose

Service robots are gradually becoming more anthropomorphic and intelligent. This research aims to investigate how anthropomorphic service robots with different levels of intelligence affect their human counterparts.

Design/methodology/approach

Two between-subject experimental studies were used to test whether different levels of service robot anthropomorphism with different levels of intelligence influence employees' morale and resistance to service robots.

Findings

Study 1 shows that the effect of service robot anthropomorphism (low vs. high) on employees' resistance and morale is mediated by perceived job-security threat. Study 2 validates this mediating effect and shows that it is moderated by the type of AI (mechanical vs. analytical). Specifically, when exposed to mechanical AI-powered service robots, employees exhibit a higher perceived job-security threat toward robots with a high (vs. low) degree of anthropomorphism. This moderating effect is not observed when employees are exposed to analytical AI-powered service robots. This moderated mediation effect is also found for the signing of a petition as the behavioral outcome.

Practical implications

Service firms considering the adoption of mechanical AI-powered service robots should choose a low (vs. high) anthropomorphic robot to reduce the sense of job-security threat felt by human employees, which subsequently increases their acceptance. However, if analytical AI-powered service robots with are to replace their human employees, the degree of anthropomorphism becomes irrelevant.

Originality/value

This is the first empirical study to explore how anthropomorphic service robots can influence human employees' evaluations and behaviors.

Details

Journal of Service Management, vol. 34 no. 4
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 23 November 2022

Shengliang Zhang, Guanyu Tang, Xiaodong Li and Ai Ren

The COVID-19 pandemic has made contactless services such as those provided by robots increasingly pervasive. Some stores are gradually adopting service robots to sell products…

Abstract

Purpose

The COVID-19 pandemic has made contactless services such as those provided by robots increasingly pervasive. Some stores are gradually adopting service robots to sell products, which has not been explored in previous research. This study aims to explore how appearance personification of service robots affects customer decision-making in the product recommendation context.

Design/methodology/approach

Based on authentic in-store product recommendation service interactions, an experiment for three simulated scenarios was conducted and data was collected from 338 valid samples.

Findings

The results show appearance personification has a positive impact on customer purchase behavior while it has negative impacts on customer decision time and degree of hesitation.

Originality/value

This study not only enriches the literature on application scenarios of service robots but also supplements the literature on various customer decision-making variables in the field of service robots. It provides important practical guidance for designing robots to optimize their impact on customer decision-making.

Details

Industrial Management & Data Systems, vol. 123 no. 2
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 14 March 2023

Jinsoo Hwang, Hyunjoon Kim and Heather Markham Kim

This study aims to examine the differences among memorable brand experience, brand preference and behavioral intentions based on the type of service providers, such as robot

Abstract

Purpose

This study aims to examine the differences among memorable brand experience, brand preference and behavioral intentions based on the type of service providers, such as robot servers and human servers. In addition, this study investigated the relationships among the four concepts.

Design/methodology/approach

The data was collected from 296 customers who experienced robot servers and from 307 customers who experienced human servers.

Findings

The data analysis results indicated that there was a statistical difference with the mean value of the five concepts according to the type of employee. The results also revealed that memorable brand experience has a positive influence on brand preference, which in turn positively influences intentions to use, word-of-mouth and willingness to pay more.

Originality/value

This study attempted to find the difference between robot servers and human servers in memorable brand experience, brand preference and behavioral intentions in the restaurant industry for the first time.

研究目的

本研究旨在根据服务提供商的类型(例如机器人服务员和人工服务员)检查令人难忘的品牌体验、品牌偏好和行为意图之间的差异。 此外, 本研究调查了四个概念之间的关系。

研究设计/方法/途径

数据收集自 296 名体验过机器人服务器的客户和 307 名体验过人工服务器的客户。

研究发现

数据分析结果表明, 根据员工类型, 五个概念的平均值存在统计差异。 结果还表明, 难忘的品牌体验对品牌偏好有积极影响, 进而对使用意向、口碑和支付更多的意愿产生积极影响。

研究独创性/价值

这项研究首次试图找出机器人服务员和人工服务员在餐饮业令人难忘的品牌体验、品牌偏好和行为意图方面的差异。

Details

Journal of Hospitality and Tourism Technology, vol. 14 no. 3
Type: Research Article
ISSN: 1757-9880

Keywords

Article
Publication date: 19 October 2023

Hanqun Song, Huijun Yang and Erose Sthapit

Using cognitive appraisal theory, this study aims to propose and test an integrated framework – comprising robotic service quality, robotic service authenticity, customer…

Abstract

Purpose

Using cognitive appraisal theory, this study aims to propose and test an integrated framework – comprising robotic service quality, robotic service authenticity, customer existential authenticity and customer revisit intention – on diners with experience using robotic technology in restaurants. The moderating role of robotic appearance is in the hypothesised relationship.

Design/methodology/approach

Data was gathered through a Web-based survey delivered to 428 diners who had experience using robotic services in restaurants in China. The hypotheses were analysed using a structural equation model and multi-group analysis was used to analyse the moderating effect.

Findings

The findings indicate that functional service quality positively influences robotic service authenticity and existential authenticity. However, technical service quality only affects existential authenticity, which leads to revisit intention. Robotic appearance moderated the relationship between functional service quality and service authenticity.

Research limitations/implications

Restaurateurs should enhance robotic service authenticity, existential authenticity and revisit intention by improving robotic technical service collaborating with robot manufacturers and operators.

Originality/value

Focusing on cognitive appraisal theory, the findings serve as a starting point for investigating robotic service quality and authenticity in robotic service settings theoretically and empirically.

Details

International Journal of Contemporary Hospitality Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 31 July 2023

Ahmet Bulent Ozturk, Abraham Pizam, Ahmet Hacikara, Qingxiang An, Suja Chaulagain, Adela Balderas-Cejudo, Dimitrios Buhalis, Galia Fuchs, Tadayuki Hara, Jessica Vieira de Souza Meira, Raquel García Revilla, Deepa Sethi, Ye Shen and Olimpia State

This study aims to investigate the effects of hotel customers’ perceived utilitarian and hedonic values on their intention to use service robots. In addition, the influences of…

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Abstract

Purpose

This study aims to investigate the effects of hotel customers’ perceived utilitarian and hedonic values on their intention to use service robots. In addition, the influences of innovativeness, ease of use and compatibility on hotel customers’ perceived utilitarian and hedonic values were examined.

Design/methodology/approach

The data of the current study was collected from 11 countries including the USA, UK, Turkey, Spain, Romania, Japan, Israel, India, Greece, Canada and Brazil. A structural equation modeling was used to test the study hypotheses.

Findings

The results indicated that hotel customers’ intention to use service robots was positively influenced by their utilitarian and hedonic value perceptions. In addition, customers’ perceptions of robots’ ease of use and compatibility had a positive impact on their perceived utilitarian and hedonic values.

Originality/value

The findings of the current study provide unique contributions in the context of hospitality robotics technology adoption literature. In addition, this study provides valuable insights and novel opportunities for hospitality decision-makers to capitalize on, as they strive to strategize the integration of robot-based services into their operations.

研究目的

本研究调查了酒店顾客感知功能性价值和享乐性价值对服务机器人使用意向的影响。此外, 本研究考察了创新性、易用性和兼容性对酒店顾客感知功能性价值和享乐性价值的影响。

设计/方法

本研究的数据来自美国、英国、土耳其、西班牙、罗马尼亚、日本、以色列、印度、希腊、加拿大和巴西等十一个国家, 采用结构方程模型(SEM)对研究假设进行测试。

研究结果

结果表明, 酒店顾客使用服务机器人的意向受到他们对功能性价值和享乐性价值的感知的积极影响。此外, 机器人易用性和兼容性对功能性价值和享乐性价值有积极影响。

创新性/价值

本研究的发现对酒店行业机器人技术应用文献提供了独特的贡献。此外, 本研究为酒店业的决策者提供了宝贵的见解和新机遇, 使他们能够在将机器人服务的优势整合到酒店运营中。

1 – 10 of over 4000