The Intention and Expectations of Modern Robotic Technologies in the Hotel Industry

ABSTRACT

The purpose of this paper was to study the feasibility and expectations of use and quality of service robots in the hotel industry. For this purpose, the authors have relied on a research tool, also used in the pilot research conducted in 2020, regarding the intention to the use and expectations of service robots. The research was based on a sample of 413 hotel employees in hotels in Greece. An important outcome of this research is that overall the intention and expectations from the use of robots affect quality of service of robots in the hotel industry. Also, it appears that demographics can be a mediator in the examined relationships. This research presents a significant originality and importance for two reasons; it examines the perceptions of hotel personnel to use robots – since most of the existing empirical evidence derives mostly from consumers – and secondly it creates the necessary research framework and tools for future research.

KEYWORDS:

• Hotels
• Service quality
• Robotic technologies
• Intentions and expectations

Disclosure statement

No potential conflict of interest was reported by the author(s).