What question did this study set out to answer?

To examine the multidimensional nature of service quality in human-robot interactions within hotels from the perspectives of both hoteliers and guests.

December 25, 2019Journal of Hospitality Marketing & Management

Service robots in hotels: understanding the service quality perceptions of human-robot interaction

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Authors

YCYoungjoon ChoiEwha Womans University MCMiju ChoiGangneung–Wonju National University MOMunhyang OhCheju Halla University

Discussion

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Implication

Experimental evaluation reveals higher perceived interaction quality for human staff than service robots among hotel guests, indicating comparable outcome quality across delivery modes.

Key Points

To examine the multidimensional nature of service quality in human-robot interactions within hotels from the perspectives of both hoteliers and guests.
Conducted focus-group interviews with hotel managers from multiple departments to identify core themes surrounding guest-robot interactions and automated service delivery (Study 1).
Executed an experiment comparing hotel guests' evaluations of service quality across human staff, service robots, and joint human-robot service delivery (Study 2).
Human staff services scored significantly higher than service robots in interaction quality and perceptions of the physical service environment.
No statistically significant difference emerged between human staff and service robots regarding the delivered outcome quality.

Cite This Study

Choi et al. (2019) studied this question.

synapsesocial.com/papers/69c2f7ed88d5181dbfed8db1 https://doi.org/10.1080/19368623.2020.1703871

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Implication

Experimental evaluation reveals higher perceived interaction quality for human staff than service robots among hotel guests, indicating comparable outcome quality across delivery modes.

Service robots in hotels: understanding the service quality perceptions of human-robot interaction

Discussion

Member takes

Implication

Key Points

Cite This Study

Service robots in hotels: understanding the service quality perceptions of human-robot interaction

Discussion

Member takes

Implication

Key Points

Cite This Study

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