Applications and Implications of Service Robots in Hospitality
Applications and Implications of Service Robots in Hospitality
复制标题
服务机器人在酒店业的应用和意义
DOI：
10.1177/1938965520923961
复制
发表时间：
2020
影响因子：
3.5
通讯作者：
Jason L. Stienmetz
中科院分区：
文献类型：
--
作者：
A. Tuomi;Iis P. Tussyadiah;Jason L. Stienmetz
服务机器人继续渗透并自动化酒店行业。在这样做的时候，这些技术创新将从根本上改变目前的服务生产和提供做法，从而改变服务管理和营销战略。这项研究探讨了机器人化在该行业的各种影响，提供了第一个经验性的帐户对当前国家的最先进的服务机器人部署在酒店服务遇到。结果表明，服务机器人支持或替代员工在服务遇到。它们还为酒店业提供了一个新的差异化点，但前提是要作为更广泛的营销努力的一部分进行适当的整合。最后，任务、流程以及最终工作的自动化在微观和宏观层面都具有严重的社会经济影响。因此，酒店管理人员需要考虑在何处以及如何应用机器人化，以在运营效率和客户期望之间取得平衡。道德领导力是获得机器人革命好处的关键。
Service robots continue to permeate and automate the hospitality sector. In doing so, these technological innovations pose to radically change current service production and delivery practices and, consequently, service management and marketing strategies. This study explores the various impacts of robotization in the sector by offering one of the first empirical accounts on the current state-of-the-art of service robotics as deployed in hospitality service encounters. The results suggest that service robots either support or substitute employees in service encounters. They also offer hospitality businesses a novel point of differentiation, but only if properly integrated as part of wider marketing efforts. Finally, the automation of tasks, processes, and, ultimately, jobs has serious socioeconomic implications both at the microlevel and macrolevel. Consequently, hospitality executives need to consider where and how to apply robotization to strike a balance between operational efficiency and customer expectations. Displaying ethical leadership is key to reaping the benefits of the robot revolution.