Perceived Appropriateness and Intention to Use Service Robots in Tourism

Abstract

This research investigates the ways in which customers of tourism and hospitality facilities view the appropriateness of robots in tourism-related industries. From a global sample with over 87 countries and territories represented and over 1,000 respondents, the findings illustrate that the most commonly approved of usage of robots is perceived to be Information provision, housekeeping activities and processing bookings, payments and documents. Multiple regression analyses suggest that many different dimensions of robot application influence how willing potential customers are to use robots in a hospitality setting, while the best indicator of willingness to use a robot in a hospitality setting is a person’s general attitude towards robots.