Service Robots in Hospitality and Tourism: Adoption, Challenges, and Long-Term Interaction

Authors: Ruchik Kashyapkumar Thaker

DOI: https://doi.org/10.5281/zenodo.14001439

Short DOI: https://doi.org/g8n8xx

Country: United States

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Abstract: The adoption of robots, artificial intelligence, and service automation (RAISA) technologies in the hospitality and tourism industry has gained momentum, with applications ranging from chatbots and delivery robots to self-service kiosks and robot concierges. This paper explores the costs, benefits, and practical challenges of RAISA integration in various tourism and hospitality contexts, such as hotels, restaurants, and airports. Theoretical and practical frameworks are discussed to evaluate RAISA’s impact on competitiveness, service quality, operational costs, and human resource management. The paper also examines long-term human-robot interaction (HRI), addressing customer readiness, cultural factors, and resistance to change. By analyzing a three-part framework—robot design, customer features, and service encounter characteristics—this review provides valuable insights into the optimal adaptation of service robots for standardized and emotionally complex tasks. The study highlights key challenges and open research issues, offering a roadmap for future research and best practices for successful RAISA adoption. The paper concludes with recommendations for industry practitioners and robot manufacturers to navigate the evolving landscape of IR 4.0 technologies in hospitality and tourism.

Keywords: Service Robots, RAISA (Robots, AI, and Service Automation), Hospitality and Tourism, Human-Robot Interaction (HRI), Operational Efficiency, Industry 4.0, Customer Experience

Paper Id: 231432

Published On: 2021-02-03

Published In: Volume 9, Issue 1, January-February 2021

Cite This: Service Robots in Hospitality and Tourism: Adoption, Challenges, and Long-Term Interaction - Ruchik Kashyapkumar Thaker - IJIRMPS Volume 9, Issue 1, January-February 2021. DOI 10.5281/zenodo.14001439

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