In response to the increased interest in artificial intelligence (AI) and service robotics within
tourism and hospitality (T&H) research, the current study examined 123 articles thematically …

Taking a systematic literature review approach, this study examines research on service
robot adoption from hospitality employees' perspectives. The findings reveal the current …

Abstract The Retail Service Robot (RSR) is a humanoid robot that uses AI service
automation to provide customized shopping assistance. Based upon Computers-Are-Social …

Despite service robots' importance in the tourism industry, few studies have investigated
human–robot interaction from a reciprocal exchange perspective. This paper applies social …

Artificial intelligence (AI) service failures are inevitable in hospitality companies; thus, how AI
service recovery retains customers is an issue that cannot be ignored. This article focuses …

Technology developments relating to automation, artificial intelligence, and robots have
transformed the landscape of service industries, including hospitality and tourism. Through a …

This study examines the influence of the perception of robot appearance and service context
on customers'/tourists' intention to use robots. Four studies confirm a congruity effect …

The present study investigates the way strategic agility underpins digitalization and
customer value outcomes in tourism. Drawing on an abductive logic, in-depth interviews …

Over the years, service robots and artificial intelligence (AI) have been gaining traction in the
hospitality sector for frontline service automation. Although a significant body of literature …

Purpose This study aims to examine the impact of AI service robots on restaurant customers'
engagement and acceptance and the moderating role of robot anthropomorphism on the …