In the context of the wide application of service robots, customers will question whether
service robots or human staff provide higher service quality. Grounded in means-ends chain …

The service sector is changing drastically due the use of robotics and other technologies,
such as Artificial Intelligence (AI), Internet of things (IoT), Big Data and Biometrics …

Robot use in the service industry has been gaining momentum, not only for potential cost
reduction reasons, but to allow establishments to improve their service quality. However …

With the increasingly prevalent of service robots in tourism and hospitality sectors, service
success relies heavily on robot acceptance. However, most of tourism practitioners are …

Despite service robots' importance in the tourism industry, few studies have investigated
human–robot interaction from a reciprocal exchange perspective. This paper applies social …

Journal of the Academy of Marketing Science embarrassment in service encounters,”
Holthöwer and van Doorn illustrate situations where consumers prefer to be served by …

As various types of robots increasingly influence consumers' service experiences,
companies need to consider how to be competitive in this new artificial intelligence and …

This study explores the influences of the incorporation of service robots in the service
delivery systems of tourism and hospitality companies on the perceived discrimination of …

Social robots have become pervasive in the tourism and hospitality service environments.
The empirical understanding of the drivers of visitors' intentions to use robots in such …

Over the years, service robots and artificial intelligence (AI) have been gaining traction in the
hospitality sector for frontline service automation. Although a significant body of literature …