With the emergence of AI-powered products and services, the hospitality industry has started
to adopt service robots to transform the guest experience. Despite this growing interest …

Technology is rapidly changing the nature of service, customers' service frontline
experiences, and customers' relationships with service providers. Based on the prediction …

Abstract Service robots (SR) are increasingly valued and embraced; they are here to stay.
Research on collaborative intelligence to better understand robotic-human partnerships is …

This study examines the influence of the perception of robot appearance and service context
on customers'/tourists' intention to use robots. Four studies confirm a congruity effect …

Due to rising online competition, increasing cost pressure and cross-channel customer
journeys, stationary retail has tried to develop innovative value propositions and co-create …

Robot services have become an essential competitive differentiator in the hospitality and
tourism industry. Seminal studies indicate the need for more profound knowledge about the …

Viewing robots as service agents that provide services to customers for value exchange, the
study developed a scale to measure robotic service quality. The scale underwent several …

As new technologies continue to advance consumer experience, utilization of service robots
and artificial intelligence to deliver human services has been increasingly gaining attention …

Interactions between consumers and humanoid service robots (HSRs; ie, robots with a
human-like morphology such as a face, arms, and legs) will soon be part of routine …

In light of the trend in integrating artificial intelligence and robotics into tourism and
hospitality operations, it is important to understand consumer responses to hotel service …