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Applications and Implications of Service Robots in Hospitality:

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 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Cornell Hospitality Quarterly SAGE

Applications and Implications of Service Robots in Hospitality:

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References (99)

Publisher
SAGE
Copyright
Copyright © 2022 by Cornell University
ISSN
1938-9655
eISSN
1938-9663
DOI
10.1177/1938965520923961
Publisher site
See Article on Publisher Site

Abstract

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.

Journal

Cornell Hospitality Quarterly – SAGE

Published: May 25, 2020

Keywords: service robots; service encounter; hospitality management; robotization

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