TWO ESSAYS ON SERVICE ROBOTS AND THEIR EFFECTS ON HOTEL CUSTOMER EXPERIENCE

Artificial intelligence (AI) and robotics are revolutionizing the traditional paradigm of business operations and transforming consumers’ experiences by promoting human–robot interaction in tourism and hospitality. Nonetheless, research related to customers’ experiences with robot-related services in this industry remains scant. This study thus seeks to investigate hotel customers’ experiences with service robots and how robot-based experiences shape customers’ satisfaction with hotel stays. Specifically, three research questions are addressed: (a) What are hotel customers’ primary concerns about...
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