Abstract

Hotel managers and researchers are increasingly interested in artificial intelligence (AI) and robots, which are vital to the future of the hospitality industry. However, adopting robotic services is challenging due to the current state of the art and insufficient understanding of the relationship between customer satisfaction and robotic services. Hotels are building a competitive advantage through high technology permeating various service environments. This study examined customer perceptions and satisfaction with smart hotels during COVID-19 based on online reviews by building a list of smart hotel properties that identifies well-performing and poorly performing service quality. Results highlight the advantages of smart hotels in the tourism environment and provide helpful guidance for hoteliers to apply high technology in the service environment. This study examines and demonstrates that the utility of new technologies in a smart hotel at modern times to deal with the challenges of COVID-19, and assures precision and speed in service delivery to improve sustained competition and guest experience.

Details

Title
Human employees versus robotic employees: Customers and hotel managers’ perceived experience at unmanned smart hotels
Author
Fan, Cheong 1   VIAFID ORCID Logo  ; Law, Rob 2   VIAFID ORCID Logo 

1  School of Liberal Arts, Macau University of Science and Technology, Macau, China; Asia-Pacific Academy of Economics and Management, University of Macau, Macau, China 
2  Asia-Pacific Academy of Economics and Management; Department of Integrated Resort and Tourism Management, Faculty of Business Administration, University of Macau, Macau, China 
Publication year
2023
Publication date
Jan 2023
Publisher
Taylor & Francis Ltd.
e-ISSN
23311886
Source type
Scholarly Journal
Language of publication
English
DOI
https://doi.org/10.1080/23311886.2023.2202937
ProQuest document ID
2847571339
Copyright
© 2023 The Author(s). Published by Informa UK Limited, trading as Taylor & Francis Group. This work is licensed under the Creative Commons Attribution License http://creativecommons.org/licenses/by/4.0/ (the “License”). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License.