Understanding travellers’ reactions to robotic services: a multiple case study approach of robotic hotels

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dc.contributor.authorÇakar, Kadir
dc.contributor.authorAykol, Şehmus
dc.date.accessioned2021-07-15T14:02:42Z
dc.date.available2021-07-15T14:02:42Z
dc.date.issued2021en_US
dc.departmentMAÜ, Fakülteler, Turizm Fakültesi, Turizm İşletmeciliği Bölümüen_US
dc.description.abstractPurpose: The purpose of this paper is to investigate travellers’ behaviour and examine their reactions to high-tech hotels offering robotic services to customers. Design/methodology/approach: Data were gathered from user-generated content within the context of a qualitative research method by analysing the online narratives of travellers at TripAdvisor who visited robotic hotels. Data analysis was realised through content analysis, which revealed various themes and categories of traveller behaviour and reactions to technology. Findings: Results show that robotic services significantly improve the quality of service offered to travellers, while positively affecting travellers’ intention to revisit robotic hotels within the context of customer engagement behaviours. Research limitations/implications: The results of the present research reveal that the introduction of new technologies in the service industry, such as the robotic butler, can have considerable effects on guest behaviour and attitudes. This field has emerged as a new sub-dimension of customer engagement. Practical implications: The use of robots will most likely enhance experiences through interaction between customers and robots. Additionally, in cases where social distancing is required, the use of robots in the hospitality and tourism industry may increase the mobility of people wishing to travel by applying social distancing through use of robots in services. Originality/value: The study contributes to the extant literature by identifying the concept of adoption as a sub-dimension deriving from human–robot interaction, thus generating the novelty of the research.en_US
dc.identifier.doi10.1108/JHTT-01-2020-0015en_US
dc.identifier.endpage174en_US
dc.identifier.issue1en_US
dc.identifier.scopus2-s2.0-85097997693en_US
dc.identifier.scopusqualityN/Aen_US
dc.identifier.startpage155en_US
dc.identifier.urihttps://www.scopus.com/record/display.uri?eid=2-s2.0-85097997693&doi=10.1108%2fJHTT-01-2020-0015&origin=inward&txGid=3946c38134dd38a171ad004be57d55d7&featureToggles=FEATURE_NEW_METRICS_SECTION:1
dc.identifier.urihttps://hdl.handle.net/20.500.12514/2678
dc.identifier.volume12en_US
dc.identifier.wosWOS:000604126900001en_US
dc.identifier.wosqualityQ2en_US
dc.indekslendigikaynakWeb of Scienceen_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.publisherJournal of Hospitality and Tourism Technologyen_US
dc.relation.ispartofJournal of Hospitality and Tourism Technologyen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.subjectCustomer behaviour, Customer engagement, Robotic services, Service robotsen_US
dc.titleUnderstanding travellers’ reactions to robotic services: a multiple case study approach of robotic hotelsen_US
dc.typeArticleen_US

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