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This paper aims to explore the implications of integrating humanoid service robots into hospitality service encounters by evaluating two service prototypes using Softbank Robotics’ popular service robot Pepper™: to provide information (akin to a receptionist) and to facilitate order-taking (akin to a server). Drawing both studies together, the paper puts forward novel, theory-informed yet context-rooted design principles for humanoid robot adoption in hospitality service encounters.

Adopting a multiple method qualitative approach, two service prototypes are evaluated with hospitality and tourism experts (N = 30, Prototype 1) and frontline hospitality employees (N = 18, Prototype 2) using participant observation, in situ feedback, semi-structured interviews and photo-elicitation.

The adoption of humanoid service robots in hospitality is influenced by the following four layers of determinants: contextual, social, interactional and psychological factors, as well as extrinsic and intrinsic drivers of adoption. These empirical findings both confirm and extend previous conceptualizations of human-robot interaction (HRI) in hospitality service.

Despite using photo-elicitation to evoke insight regarding the use of different types of service robots in hospitality, the paper mostly focuses on anthropomorphized service robots such as Pepper™.

Adopting humanoid service robots will transform hospitality operations, whereby the most routine, unpleasant tasks such as taking repeat orders or dealing with complaints may be delegated to service robots or human-robot teams.

Working with and receiving service from Pepper™ changes the service encounter from direct practical, technical considerations to more nuanced social and psychological implications, particularly around feelings of self-esteem, social pressure and social judgment.

This paper presents one of the first empirical studies on HRI in hospitality service encounters using Softbank Robotics’ Pepper™. In doing so, the paper presents a novel framework for service robot adoption rooted in first-hand user interaction as opposed to previous, theory-driven conceptualizations of behavior or empirical studies exploring behavioral intention.

This paper is a “Q&A interview” conducted by Joanne Pransky of Industrial Robot Journal as a method to impart the combined technological, business and personal experience of a prominent, robotic industry PhD-turned entrepreneur regarding his pioneering efforts of bringing technological inventions to market. The paper aims to discuss these issues.

The interviewee is Dr Matanya Horowitz, Founder and CEO of AMP Robotics, an industrial artificial intelligence (AI) and Robotics Company that automates the identification, sorting and processing of complex waste streams to extract maximum value for their customers. Horowitz discusses how he came to found this groundbreaking company and created disruptive innovations.

Horowitz earned four bachelor degrees in electrical engineering, computer science, applied mathematics and economics, as well as a master’s degree in electrical engineering, all from the University of Colorado. He also holds a PhD in control and dynamical systems from the California Institute of Technology with publications and research in control theory, AI, robotic path planning and computer vision. Shortly after finishing his PhD, he founded Louisville, Colorado-based AMP Robotics in 2014 with the mission of changing the fundamental economics of recycling. In the Fall of 2019, AMP raised $16m in Series A funding, led by Sequoia Capital.

Horowitz developed and commercialized AMP’s breakthrough AI platform, AMP Neuron™ and robotics system, AMP Cortex™, which automates high-speed identification, sorting, picking and processing of material streams. Horowitz was individually recognized as Waste360’s “2019 Innovator of the Year” in addition to being named in their “40 under 40” list. AMP has received numerous awards and gained international recognition, including The Circulars 2018 Award for “Circular Economy Top Tech Disruptor” at the World Economic Forum in Davos, and the NWRA’s (National Waste and Recycling Association) “2017 Innovator of the Year” award.

The purpose of this article is to present a “Q&A interview” conducted by Joanne Pransky of the Industrial Robot Journal as a method to impart the combined technological, business and personal experience of a prominent, robotic industry engineer-turned entrepreneur regarding the evolution, commercialization and challenges of bringing a technological invention to market.

The interviewee is Professor Moshe Shoham, Director of the Robotics Laboratory, Department of Mechanical Engineering, Technion, Israel Institute of Technology. Professor Shoham is also the Founder of Mazor Robotics Ltd. and the co-founder of Microbot Medical. As a pioneer of new and developing fields in medical robotics, Shoham describes his major advancements and innovative approaches.

Professor Moshe Shoham has BSc in Aeronautical Engineering, MSc and DSc in Mechanical Engineering from Technion, where he has been teaching for the past nearly 30 years, and is currently the Tamara and Harry Handelsman Academic Chair in the Faculty of Mechanical Engineering. The Technion is renowned for the ingenuity of its graduates, who comprise 70 per cent of Israel’s founders and managers of high-tech industries, making Israel the greatest concentration of high-tech start-up companies anywhere outside of Silicon Valley, California, USA. Along with Technion’s expert faculty, students and facilities, Professor Shoham founded Mazor Robotics in 2001 and co-founded Microbot Medical Ltd. in 2010.

Professor Shoham, a worldwide acclaimed authority in the field of robotics whose life work is dedicated to developing technologies that improve patient care, is the inventor of the first commercially available mechanical guidance system for spine surgery, the Mazor Robotics Renaissance™ Guidance System. He is also the visionary and creator of the unprecedented Microbot ViRob, an Autonomous Advancing Micro Robot, <1 mm in diameter, which has the ability to crawl within cavities/lumens, allowing physicians to target a disease site with exquisite precision. His latest work includes a revolutionary swimming Micro Robot and the new Mazor Renaissance® Brain Surgery. Professor Shoham holds 30 patents and more than a dozen awards, including the recent prestigious 2013 Thomas A. Edison Patent Award and the election into the National Academy of Engineering.