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Applications and Implications of Service Robots in Hospitality

Tuomi, Aarni, Tussyadiah, Iis P. and Stienmetz, Jason (2020) Applications and Implications of Service Robots in Hospitality Cornell Hospitality Quarterly. pp. 1-16.

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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.

Item Type: Article
Divisions : Faculty of Arts and Social Sciences > School of Hospitality and Tourism Management
Authors :
NameEmailORCID
Tuomi, Aarnia.tuomi@surrey.ac.uk
Tussyadiah, Iis P.i.tussyadiah@surrey.ac.uk
Stienmetz, Jasonj.stienmetz@surrey.ac.uk
Date : 25 May 2020
DOI : 10.1177/1938965520923961
Copyright Disclaimer : © The Author(s) 2020
Uncontrolled Keywords : Service robots; Service encounter; Hospitality management; Robotization
Depositing User : Clive Harris
Date Deposited : 03 Jun 2020 11:40
Last Modified : 03 Jun 2020 11:40
URI: http://epubs.surrey.ac.uk/id/eprint/857048

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