Continuous Hospitality with Social Robots at a hotel
Continuous Hospitality with Social Robots at a hotel
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DOI：
10.1007/s42452-020-2192-7
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发表时间：
2020-03-01
影响因子：
2.6
通讯作者：
Ishiguro, Hiroshi
中科院分区：
文献类型：
--
作者：
Nakanishi, Junya;Kuramoto, Itaru;Ishiguro, Hiroshi
社交机器人越来越多地用于酒店的服务。这项研究探讨了社交机器人与酒店客户进行温馨互动的可能性。评估了一项名为“与社交机器人的持续热情好客”的合作设计，其中社交机器人通过温馨的互动来弥补热情好客的差距。在酒店的公共区域进行了现场测试，其中社交机器人与客户进行了温馨的互动，然后通过问卷调查和访谈收集了客户对社交机器人和整体服务的印象。结果表明，社交机器人通过使用“社交机器人持续款待”协作设计，具有参与温馨互动的潜力，可提高整体客户满意度。探索性分析表明，与社交机器人互动的感知印象受到客户性别和互动持续时间的影响。此外，研究结果表明，社交机器人可以用于酒店的其他角色，即通过温馨的互动进行有效的广告，并为不与客户互动的员工提供心理支持。
Social robots are being increasingly employed in service encounters at hotels. This study explored the possibility that social robots can engage in heartwarming interactions with hotel customers. A collaboration design known as 'Continuous Hospitality with Social Robots', in which social robots compensate for gaps in hospitality through heartwarming interaction, was evaluated. Afield test was conducted in which social robots engaged in heartwarming interaction with customers in a public area of a hotel and then collected customers' impressions of the social robots and overall service via a questionnaire and an interview. The results demonstrate social robots' potential for engaging in heartwarming interactions that enhance overall customer satisfaction through the use of the 'Continuous Hospitality with Social Robots' collaboration design. An exploratory analysis suggests that the perceived impressions of the interaction with social robots are influenced by customer gender and the duration of interactions. Furthermore, the results suggest that social robots could be utilized in other roles at hotels, namely effective advertisement through heartwarming interaction and mental support for employees who do not interact with customers.