Purpose Conversational agents (chatbots, avatars and robots) are increasingly substituting
human employees in service encounters. Their presence offers many potential benefits, but …

Purpose This paper aims to review the extant hospitality and tourism literature on the state of
robotics and artificial intelligence (AI) in the service industry. The aim was to highlight the …

The growing usage of chatbots in the service industry indicates the ongoing transformation
occurring in this sector. However, minimal research has (i) investigated the important …

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

Purpose COVID-19 is expected to enhance hospitality robotization because frontline robots
facilitate social distancing, lowering contagion risk. Investing in frontline robots emerges as a …

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 …

Purpose This study aims to investigate the impact of both physical and personality-related
anthropomorphic features of an artificial intelligence service robot on the cognitive and …

As robots become more prevalent in society, investigating the interactions between humans
and robots is important to ensure that these robots adhere to the social norms and …

Anthropomorphic robots, or robots with human-like appearance features such as eyes,
hands, or faces, have drawn considerable attention in recent years. To date, what makes a …

In order to introduce social robots successfully, we must first understand the underlying
reasons whereupon potential users accept these robots to reside within their own homes. An …