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November 12, 2025Tourism Review

Service robots and hotel brand engagement

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Authors

MWMeijuan WuEAEugene Cheng-Xi AwKOKeng-Boon Ooi

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Overview

Mixed-methods approach reveals service robots enhance trust and perceived value in the hospitality industry, suggesting strategic integration is beneficial.

Key Points

  • Brand engagement improves with increased user trust and perceived value from service robots.
  • Findings show that trust correlates positively with perceived value, impacting brand engagement decisions.
  • Mixed-methods approach blending expert insights and survey data informs this analysis of hotel industry strategies.
  • These insights highlight how service robots can optimize hospitality operations and enhance user engagement.

Cite This Study

Wu et al. (2025) studied this question.

synapsesocial.com/papers/692523d9c0ce034ddc35571fhttps://doi.org/10.1108/tr-04-2025-0456
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Also Consider

Synapse has enriched 5 closely related papers on similar clinical questions. Consider them for comparative context:

  1. 1Investigation of the influences of emotional–cognitive–social responses of service robot on consumers’ hotel stay intention in Japan2025
  2. 2Robotic safety and hygiene attributes: visitors’ intention to receive robot-delivered hospitality services2024 · 8 citations
  3. 3“I am served by a Robot!”: internal antecedents of customer acceptance of robotic hotel-service agents2024 · 9 citations
  4. 4Tourists' Expectations of Experience and Visit Intention in Smart Hospitality: A Moderated Mediation Model of Service Robots2025
  5. 5Exploring the reasons behind guests’ disregard for service robots in the hospitality: conceptualising the role of physical engagement in human-robot interaction2024 · 1 citations