Year: 2025
Type: article
Abstract: This review examines the emerging field of service robot adoption in hospitality. It provides a comprehensive overview of their evolution, classification, and conceptualization. The review offers a theoretically grounded analysis of customer intentions, identifying and evaluating salient models and frameworks. Through research synthesis, it pinpoints key gaps hindering holistic understanding of customer acceptance, particularly in hotels. The review highlights limitations of traditional acceptance models like TAM, advocating exploration of alternatives for a unified understanding. It underscores the need for robust methodologies to capture real-world interactions, as well as meta-analyses to establish consensus. The review also identifies critical gaps related to anthropomorphism, customer segmentation, and resistance, emphasizing the importance of contextual factors. By addressing these theoretical and methodological limitations, the review provides valuable insights to guide future research on enhancing service robot integration in hospitality.
DOI: 10.4018/jgim.372420
Language: English
Topic: AI in Service Interactions
Subfield: Artificial Intelligence
Field: Computer Science
Domain: Physical Sciences
Open Access status: diamond
OpenAlex ID: W4409133194