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Service robots in online reviews: Online robotic discourse

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  • Borghi, Matteo
  • Mariani, Marcello M.

Abstract

•Online reviews used to track customers' discourse about hospitality service robots.•50,000 TripAdvisor online reviews from 19 international hotels are analysed.•Trend analyses show different levels of robotic discourse across the hotels.•On average online reviews covering robots increase over time.•Reviews covering robots show different and distinctive features.

Suggested Citation

  • Borghi, Matteo & Mariani, Marcello M., 2021. "Service robots in online reviews: Online robotic discourse," Annals of Tourism Research, Elsevier, vol. 87(C).
    • Handle: RePEc:eee:anture:v:87:y:2021:i:c:s0160738320301808
    DOI: 10.1016/j.annals.2020.103036
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    References listed on IDEAS

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    Cited by:

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    2. Kim, Jong Min & Lee, Eunkyung & Mariani, Marcello M., 2021. "The influence of launching mobile channels on online customer reviews," Journal of Business Research, Elsevier, vol. 137(C), pages 366-378.
    3. Akbari, Morteza & Foroudi, Pantea & Zaman Fashami, Rahime & Mahavarpour, Nasrin & Khodayari, Maryam, 2022. "Let us talk about something: The evolution of e-WOM from the past to the future," Journal of Business Research, Elsevier, vol. 149(C), pages 663-689.
    4. Mathieu Lajante & David Remisch & Nikita Dorofeev, 2023. "Can robots recover a service using interactional justice as employees do? A literature review-based assessment," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 315-357, March.
    5. van Esch, Patrick & Cui, Yuanyuan (Gina) & Das, Gopal & Jain, Shailendra Pratap & Wirtz, Jochen, 2022. "Tourists and AI: A political ideology perspective," Annals of Tourism Research, Elsevier, vol. 97(C).
    6. Mariani, Marcello M. & Machado, Isa & Magrelli, Vittoria & Dwivedi, Yogesh K., 2023. "Artificial intelligence in innovation research: A systematic review, conceptual framework, and future research directions," Technovation, Elsevier, vol. 122(C).
    7. Akter, Shahriar & Hossain, Md Afnan & Sajib, Shahriar & Sultana, Saida & Rahman, Mahfuzur & Vrontis, Demetris & McCarthy, Grace, 2023. "A framework for AI-powered service innovation capability: Review and agenda for future research," Technovation, Elsevier, vol. 125(C).
    8. Liu, Xing (Stella) & Yi, Xiao (Shannon) & Wan, Lisa C., 2022. "Friendly or competent? The effects of perception of robot appearance and service context on usage intention," Annals of Tourism Research, Elsevier, vol. 92(C).
    9. Jose Ramon Saura & Daniel Palacios-Marqués & Domingo Ribeiro-Soriano, 2023. "Leveraging SMEs technologies adoption in the Covid-19 pandemic: a case study on Twitter-based user-generated content," The Journal of Technology Transfer, Springer, vol. 48(5), pages 1696-1722, October.

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