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      Exploring customer experiences with robotics in hospitality

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      International Journal of Contemporary Hospitality Management
      Emerald

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          Abstract

          Purpose

          The purpose of this study is to explore consumer reviews with robotics based on the five dimensions for evaluating user experiences (i.e. embodiment, emotion, human-oriented perception, feeling of security and co-experience), as derived from research in human-robot interactions (HRI).

          Design/methodology/approach

          The study first reviews the five dimensions for evaluating user experiences in HRI and then analyzes user experiences with robotics at four hotels (i.e. Yotel New York, Aloft Cupertino, Henn-na Hotel Japan and Marriott Residence Inn LAX) based on reviews on TripAdvisor, Agoda, Yelp and Booking.com.

          Findings

          The findings highlight the influence of robotic embodiment and human-oriented perceptions on consumer experiences. The findings also suggest that users and robots can co-create novel experiences, with some guests even proactively seeking new opportunities to interact and communicate with robots to develop a certain level of “relationship” with them.

          Research limitations/implications

          An understanding of user experiences from HRIs can inform future hospitality and tourism research and management.

          Practical implications

          This study contributes to hospitality and tourism management by highlighting current practices with robotics to suggest areas of improvements for enhancing future consumer experiences.

          Social implications

          Consumer experiences will change rapidly as hospitality and tourism management deploys robotics in the future.

          Originality/value

          This is one of the early studies in the field to explore consumer experiences with robotics based on the five dimensions for evaluating user experiences from research in HRI. In doing so, this study provides a number of theoretical and managerial implications relevant for hospitality and tourism research and practice.

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          Most cited references55

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          Using thematic analysis in psychology

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            Measurement Instruments for the Anthropomorphism, Animacy, Likeability, Perceived Intelligence, and Perceived Safety of Robots

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              Self-organization, embodiment, and biologically inspired robotics.

              Robotics researchers increasingly agree that ideas from biology and self-organization can strongly benefit the design of autonomous robots. Biological organisms have evolved to perform and survive in a world characterized by rapid changes, high uncertainty, indefinite richness, and limited availability of information. Industrial robots, in contrast, operate in highly controlled environments with no or very little uncertainty. Although many challenges remain, concepts from biologically inspired (bio-inspired) robotics will eventually enable researchers to engineer machines for the real world that possess at least some of the desirable properties of biological organisms, such as adaptivity, robustness, versatility, and agility.
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                Author and article information

                Journal
                International Journal of Contemporary Hospitality Management
                IJCHM
                Emerald
                0959-6119
                July 09 2018
                July 09 2018
                : 30
                : 7
                : 2680-2697
                Article
                10.1108/IJCHM-06-2017-0322
                b096a435-8abd-491d-b670-d56e2e00d6dd
                © 2018

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