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Open accessJournal ArticleDOI: 10.1080/13683500.2020.1735318

Exploring the Influence of Culture on Tourist Experiences with Robots in Service Delivery Environment

04 Mar 2021-Current Issues in Tourism (Routledge)-Vol. 24, Iss: 5, pp 717-733
Abstract: Robots and artificial intelligence represent a newly emerging trend in tourism and hospitality. However, studies examining how cultural perceptions influence tourists’ experiences interacting with ...

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Topics: Tourism (53%), Human–robot interaction (52%), Hospitality (52%) ... show more

15 results found

Journal ArticleDOI: 10.1016/J.IJHM.2020.102795
Abstract: Robots and artificial intelligence (AI) technologies are becoming more prominent in the tourism industry. Nowadays, consumers are faced with multiple options involving both human and robot interactions. A series of experimental studies were implemented. Four experiments demonstrated that consumers had a more positive attitude toward robot-staffed (vs. human-staffed) hotels when COVID-19 was salient. The results were different from previous studies, which were conducted before the COVID-19 pandemic. Since the moderating role of perceived threat in consumers’ preference for robot-staffed hotels was significant, the respondents’ preference was attributed to the global health crisis. This research provides a number of theoretical and managerial implications by improving the understanding of technology acceptance during a health crisis.

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Topics: Preference (52%)

64 Citations

Open accessJournal ArticleDOI: 10.1007/S40558-020-00187-X
Abstract: Adopting a supply-side perspective, the paper analyses Bulgarian hotel managers’ perceptions of service robots using a convergent mixed methods design. Structured quantitative data were collected from 79 managers using a questionnaire, while interviews were used for the collection of qualitative data from 20 managers. The findings indicate respondents feel that repetitive, dirty, dull, and dangerous tasks in hotels would be more appropriate for robots, while hotel managers would rather use employees for tasks that require social skills and emotional intelligence. The individual characteristics of respondents and the organisational characteristics of the hotels they currently worked in played little role in their perceptions of service robots. The managers considered that robots would decrease the quality of the service and were generally not ready to use robots. Additionally, the interviewees indicated that skilled and well-trained employees were more valuable and more adequate than robots for the hospitality and tourism industry. Theoretical and managerial implications are provided as well.

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25 Citations

Journal ArticleDOI: 10.1016/J.IJHM.2020.102823
Lu Lu1, Pei Zhang2, Tingting Zhang3Institutions (3)
Abstract: Despite the rise of human-robot interaction research, the mixed findings of human-likeness in consumer evaluation exist. Focusing on the restaurant sector, this research investigates how service robots’ varying levels of human-likeness of attributes (i.e., visual, vocal and verbal) influence consumption outcomes (e.g., service encounter evaluation, revisit intentions and positive word of mouth intentions) and the underlying mechanisms through cognition (i.e., perceived credibility) and positive emotion per Appraisal Theory. Drawing on a consumer experiment involving a total of 587 participants, results suggest that humanlike voice emerges as a dominant attribute affecting all three consumption outcomes. Humanlike language style positively affects service encounter evaluation but barely affects the other two outcomes. The significant effect of humanlike voice on three consumption outcomes is only explained by positive emotion whereas the effect of humanlike language style on service encounter evaluation is explained by both cognition (i.e., perceived credibility) and emotion.

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Topics: Appraisal theory (52%)

12 Citations

Journal ArticleDOI: 10.1016/J.TMP.2020.100774
Francesc Fusté-Forné1Institutions (1)
Abstract: The use of robots in hospitality and tourism is rapidly evolving. Restaurants progressively include robots as part of their staff, not only as waiters but also as chefs. The robotization of tourism and gastronomic experiences is a vital challenge that both service providers and customers need to cope with. Within this context, the paper investigates the perceptions of tourists towards the use of robots in restaurants. Drawing from a qualitative research design and built on a grounded theory approach, the results reveal the opportunities derived from the implementation of robots in hospitality and tourism. On the other hand, tourists also perceive the growing presence of robots in food services as a form of dehumanization of the gastronomic experience. Theoretical and practical implications are discussed with regard to a new experiencescape that is increasingly dominated by human-robot interactions.

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Topics: Tourism (56%), Gastronomy (54%), Hospitality (52%)

10 Citations

Open accessJournal ArticleDOI: 10.3390/TOURHOSP2010003
02 Jan 2021-
Abstract: Research on the relationship between automation services and tourism has been rapidly growing in recent years and has led to a new service landscape where the role of robots is gaining both practical and research attention. This paper builds on previous reviews and undertakes a comprehensive analysis of the research literature to discuss opportunities and challenges presented by the use of service robots in hospitality and tourism. Management and ethical issues are identified and it is noted that practical and ethical issues (roboethics) continue to lack attention. Going forward, new directions are urgently needed to inform future research and practice. Legal and ethical issues must be proactively addressed, and new research paradigms developed to explore the posthumanist and transhumanist transitions that await. In addition, closer attention to the potential of “co-creation” for addressing innovations in enhanced service experiences in hospitality and tourism is merited. Among others, responsibility, inclusiveness and collaborative human-robot design and implementation emerge as important principles to guide future research and practice in this area.

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Topics: Roboethics (58%), Service (business) (55%), Tourism (55%) ... show more

8 Citations


40 results found

Journal ArticleDOI: 10.1287/MNSC.
Viswanath Venkatesh1, Fred D. Davis2Institutions (2)
01 Feb 2000-Management Science
Abstract: The present research develops and tests a theoretical extension of the Technology Acceptance Model (TAM) that explains perceived usefulness and usage intentions in terms of social influence and cognitive instrumental processes. The extended model, referred to as TAM2, was tested using longitudinal data collected regarding four different systems at four organizations ( N = 156), two involving voluntary usage and two involving mandatory usage. Model constructs were measured at three points in time at each organization: preimplementation, one month postimplementation, and three months postimplementation. The extended model was strongly supported for all four organizations at all three points of measurement, accounting for 40%--60% of the variance in usefulness perceptions and 34%--52% of the variance in usage intentions. Both social influence processes (subjective norm, voluntariness, and image) and cognitive instrumental processes (job relevance, output quality, result demonstrability, and perceived ease of use) significantly influenced user acceptance. These findings advance theory and contribute to the foundation for future research aimed at improving our understanding of user adoption behavior.

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14,805 Citations

Journal ArticleDOI: 10.1037/0033-295X.82.6.407
Allan Collins1, Elizabeth F. LoftusInstitutions (1)
Abstract: This paper presents a spreading-acti vation theory of human semantic processing, which can be applied to a wide range of recent experimental results The theory is based on Quillian's theory of semantic memory search and semantic preparation, or priming In conjunction with this, several of the miscondeptions concerning Qullian's theory are discussed A number of additional assumptions are proposed for his theory in order to apply it to recent experiments The present paper shows how the extended theory can account for results of several production experiments by Loftus, Juola and Atkinson's multiple-category experiment, Conrad's sentence-verification experiments, and several categorization experiments on the effect of semantic relatedness and typicality by Holyoak and Glass, Rips, Shoben, and Smith, and Rosch The paper also provides a critique of the Smith, Shoben, and Rips model for categorization judgments Some years ago, Quillian1 (1962, 1967) proposed a spreading-acti vation theory of human semantic processing that he tried to implement in computer simulations of memory search (Quillian, 1966) and comprehension (Quillian, 1969) The theory viewed memory search as activation spreading from two or more concept nodes in a semantic network until an intersection was found The effects of preparation (or priming) in semantic memory were also explained in terms of spreading activation from the node of the primed concept Rather than a theory to explain data, it was a theory designed to show how to build human semantic structure and processing into a computer

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Topics: Semantic computing (63%), Semantic similarity (61%), Spreading activation (61%) ... show more

7,234 Citations

Open accessJournal ArticleDOI: 10.1103/PHYSREVE.70.066111
06 Dec 2004-Physical Review E
Abstract: The discovery and analysis of community structure in networks is a topic of considerable recent interest within the physics community, but most methods proposed so far are unsuitable for very large networks because of their computational cost. Here we present a hierarchical agglomeration algorithm for detecting community structure which is faster than many competing algorithms: its running time on a network with n vertices and m edges is O (md log n) where d is the depth of the dendrogram describing the community structure. Many real-world networks are sparse and hierarchical, with m approximately n and d approximately log n, in which case our algorithm runs in essentially linear time, O (n log(2) n). As an example of the application of this algorithm we use it to analyze a network of items for sale on the web site of a large on-line retailer, items in the network being linked if they are frequently purchased by the same buyer. The network has more than 400 000 vertices and 2 x 10(6) edges. We show that our algorithm can extract meaningful communities from this network, revealing large-scale patterns present in the purchasing habits of customers.

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5,826 Citations

Journal ArticleDOI: 10.1086/228631
Abstract: 2In an influential paper, Freeman (1979) identified three aspects of centrality: betweenness, nearness, and degree. Perhaps because they are designed to apply to networks in which relations are binary valued (they exist or they do not), these types of centrality have not been used in interlocking directorate research, which has almost exclusively used formula (2) below to compute centrality. Conceptually, this measure, of which c(ot, 3) is a generalization, is closest to being a nearness measure when 3 is positive. In any case, there is no discrepancy between the measures for the four networks whose analysis forms the heart of this paper. The rank orderings by the

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Topics: Random walk closeness centrality (68%), Katz centrality (67%), Betweenness centrality (65%) ... show more

4,073 Citations

Open accessJournal Article
Abstract: First there was agriculture, then manufactured goods, and eventually services. Each change represented a step up in economic value--a way for producers to distinguish their products from increasingly undifferentiated competitive offerings. Now, as services are in their turn becoming commoditized, companies are looking for the next higher value in an economic offering. Leading-edge companies are finding that it lies in staging experiences. To reach this higher level of competition, companies will have to learn how to design, sell, and deliver experiences that customers will readily pay for. An experience occurs when a company uses services as the stage--and goods as props--for engaging individuals in a way that creates a memorable event. And while experiences have always been at the heart of the entertainment business, any company stages an experience when it engages customers in a personal, memorable way. The lessons of pioneering experience providers, including the Walt Disney Company, can help companies learn how to compete in the experience economy. The authors offer five design principles that drive the creation of memorable experiences. First, create a consistent theme, one that resonates throughout the entire experience. Second, layer the theme with positive cues--for example, easy-to-follow signs. Third, eliminate negative cues, those visual or aural messages that distract or contradict the theme. Fourth, offer memorabilia that commemorate the experience for the user. Finally, engage all five senses--through sights, sounds, and so on--to heighten the experience and thus make it more memorable.

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3,724 Citations

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