Customers’ satisfaction and adaptations to service robots in a hotel environment
Purpose - The research aimed to investigate customers’ satisfaction and adaptations to service robots in various operational areas in a hotel. Although few hotels have introduced service robots in Africa, their creation is still in the initial stage and present challenges. The research objectives...
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| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Faculty of tourism and hospitality management
2025-07-01
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| Series: | Tourism and Hospitality Management |
| Subjects: | |
| Online Access: | https://thm.fthm.hr/images/issues/vol31no2/10_Kwinda_Wakelin-Theron |
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| Summary: | Purpose - The research aimed to investigate customers’ satisfaction and adaptations to service
robots in various operational areas in a hotel. Although few hotels have introduced service
robots in Africa, their creation is still in the initial stage and present challenges. The research
objectives were to investigate customers’ satisfaction with service robots in a hotel and to
determine customers’ adaptations to service robots in various hotel operational areas.
Methodology - The study adopted an explanatory sequential mixed-method research
approach. An online survey was used to collect quantitative data from hotel customers, while
interviews were used to determine the customers’ adaptations and validate the quantitative
results amongst hotel management.
Findings - Customers are adapting well to service robots; however, they have mixed feelings
about the presence of these robots in hotels. While they enjoy interacting with service robots
in the hotel’s reception and additional services, amongst others, they still question the services
that these robots provide.
Originality - This study also contributes to the literature, managerial contributions, limitations,
and recommendations for future research. Results from this research may help hotel managers
to understand how the hospitality and tourism industries will have to adapt to customers’
satisfaction and adaptability towards robots in hotels.
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| ISSN: | 1330-7533 1847-3377 |