Applications and Implications of Service Robots in Hospitality

Service robots continue to permeate and automate the hospitality sector. In doing so, these technological innovations pose to radically change current service production and delivery practices and, consequently, service management and marketing strategies. This study explores the various impacts of...

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Bibliographic Details
Published in:Cornell hospitality quarterly 2021-05, Vol.62 (2), p.232-247
Main Authors: Tuomi, Aarni, Tussyadiah, Iis P., Stienmetz, Jason
Format: Article
Language:English
Subjects:
Automation
Hospitality industry
Robots
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Summary:Service robots continue to permeate and automate the hospitality sector. In doing so, these technological innovations pose to radically change current service production and delivery practices and, consequently, service management and marketing strategies. This study explores the various impacts of robotization in the sector by offering one of the first empirical accounts on the current state-of-the-art of service robotics as deployed in hospitality service encounters. The results suggest that service robots either support or substitute employees in service encounters. They also offer hospitality businesses a novel point of differentiation, but only if properly integrated as part of wider marketing efforts. Finally, the automation of tasks, processes, and, ultimately, jobs has serious socioeconomic implications both at the microlevel and macrolevel. Consequently, hospitality executives need to consider where and how to apply robotization to strike a balance between operational efficiency and customer expectations. Displaying ethical leadership is key to reaping the benefits of the robot revolution.
ISSN:1938-9655
1938-9663
DOI:10.1177/1938965520923961