Progress on Robotics in Hospitality and Tourism: A Review of the Literature

Journal of Hospitality and Tourism Technology, Forthcoming

35 Pages Posted: 7 Mar 2019

See all articles by Stanislav Hristov Ivanov

Stanislav Hristov Ivanov

Zangador; Zangador Research institute; Varna University of Management (VUM)

Ulrike Gretzel

University of Southern California

Katerina Berezina

University of South Florida - College of Hospitality and Tourism Leadership

Marianna Sigala

University of South Australia - School of Management

Craig Webster

Ball State University

Date Written: February 16, 2019

Abstract

Purpose: Provides a comprehensive review of research on robotics in travel, tourism and hospitality. Identifies research gaps and directions for future research.

Design/methodology/approach: Analyzes 131 publications published during 1993-2019 identified via Scopus, Web of Science, ResearchGate, Academia.edu and Google Scholar. This includes quantitative analysis of frequencies and cross-tables, and qualitative thematic analysis of the publications within each of seven identified domains.

Findings: Identifies ‘Robot’, ‘Human’, ‘Robot manufacturer’, ‘Travel / tourism / hospitality company’, ‘Servicescape’, ‘External environment’, and ‘Education, training and research’ as research domains. Most research is dedicated to robots in restaurants, airports, hotels and bars. Papers tend to apply engineering methods, but experiments and surveys grow in popularity. Asia-Pacific countries account for much of the empirical research.

Research limitations/implications: The analysis was limited to publications indexed in 4 databases and 1 search engine. Only publications in English were considered. Growing opportunities for those who are anxious to publish in the field are identified. Importantly, emerging research is branching out from the engineering of robots to the possibilities for human/robot interactions and their use for service providers, opening up new avenues of research for tourism and hospitality scholars.

Practical implications: The paper identified a myriad of application areas for robots across various tourism and hospitality sectors. Service providers must critically think about how robots affect the servicescape and how it needs to be adjusted or re-imagined to ensure that robots and employees can augment the service experiences (co-)created within it.

Originality/value: First study to systematically analyze research publications on robotics in travel, tourism and hospitality.

Keywords: Robotics, Robonomics, Robot Design, Robot Adoption, Servicescape, rService, Human-Robot Interaction, Research Agenda

Suggested Citation

Ivanov, Stanislav Hristov and Ivanov, Stanislav Hristov and Gretzel, Ulrike and Berezina, Katerina and Sigala, Marianna and Webster, Craig, Progress on Robotics in Hospitality and Tourism: A Review of the Literature (February 16, 2019). Journal of Hospitality and Tourism Technology, Forthcoming, Available at SSRN: https://ssrn.com/abstract=3335817

Stanislav Hristov Ivanov (Contact Author)

Zangador ( email )

Varna, 9010
Bulgaria

HOME PAGE: http://www.zangador.eu

Zangador Research institute

Varna, 9010
Bulgaria

HOME PAGE: http://www.zangador.institute/

Varna University of Management (VUM) ( email )

13 Oborishte Street
Varna, 9000
Bulgaria
+359 898 680713 (Phone)

HOME PAGE: http://www.vumk.eu

Ulrike Gretzel

University of Southern California ( email )

2250 Alcazar Street
Los Angeles, CA 90089
United States

Katerina Berezina

University of South Florida - College of Hospitality and Tourism Leadership ( email )

FL
United States

Marianna Sigala

University of South Australia - School of Management ( email )

Australia

Craig Webster

Ball State University ( email )

2000 W. University Avenue
Muncie, IN 47306
United States

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