Creepy vs. cool: Switching from human staff to service robots in the hospitality industry
As service robots are becoming more human-looking, people are beginning to perceive
robots as creepy in one way but cool in another. This study investigates how the trade-off …
robots as creepy in one way but cool in another. This study investigates how the trade-off …
Humor type and service context shape AI service recovery
J Liu - Annals of Tourism Research, 2023 - Elsevier
While artificial intelligence (AI) service failure is inevitable in tourism and hospitality,
scholarly attention to it is limited. This study investigated how the type of humor (self …
scholarly attention to it is limited. This study investigated how the type of humor (self …
Robots and service delivery in hotels: preliminary insights from co-workers and supervisors
CTT Kirkpatrick, C Webster… - Journal of Qualitative …, 2024 - elgaronline.com
In this research note, we analyze semi-structured interviews with hotel managers and co-
workers of robots in Chinese hotel operations. We find that both managers and employees …
workers of robots in Chinese hotel operations. We find that both managers and employees …