Systematic literature review and future research directions for service robots in hospitality and tourism industries

ABSTRACT

Service robots create a touchless experience for travellers; therefore, this research aims to conduct a systematic literature review (SLR) of service robots in the tourism and hospitality sector. This study used the Scientific Procedures and Rationales for Systematic Literature Reviews (SPAR-4-SLR) approach for reviewing the articles. One hundred eighteen articles are selected for the final review. A thematic analysis divided the articles into three themes and nine sub-themes. For establishing the future research directions Theory, Methodology, and Context (TMC) framework was used and forty-one future research questions are proposed. The study provides various research implications concerning theory and practical perspective. Different management theories are linked with future research questions. Few review papers discussed the service robot in the context of the tourism sector, but none of these studies used the SPAR-4-SLR and TMC framework. This study comprehensively reviews the articles and provides potential future research directions.

抽象的：

服务机器人为旅客打造非接触式体验； 因此，本研究旨在对旅游和酒店行业的服务机器人进行系统文献综述（SLR）。 本研究使用系统文献综述的科学程序和基本原理 (SPAR-4-SLR) 方法来审查文章。 共选出56篇文章进行最终评审。 本研究使用理论、方法和背景（TMC）框架来确定未来的研究方向。 主题分析将文章分为三个主题和九个子主题。 这项研究提出了四十一个有关理论、方法和背景的未来研究问题。 这项研究提供了有关理论和实践视角的各种研究意义。 不同的管理理论与未来的研究问题相关。 很少有评论论文在旅游领域讨论服务机器人，但这些研究都没有使用 SPAR-4-SLR 和 TMC 框架。 本研究全面回顾了这些文章并提供了未来潜在的研究方向。

KEYWORDS:

• Service robots
• tourism sector
• hospitality
• touchless experience
• scientific procedures and rationales for systematic literature reviews (SPAR-4-SLR)

关键词:

• 服务机器人
• 旅游部门
• 热情好客
• 非接触式体验
• 系统文献综述的科学程序和基本原理（SPAR-4-SLR）。

Disclosure statement

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