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Service robots are an option for contactless services due to the COVID-19 pandemic in the hotels

Author

Listed:
  • Subhodeep Mukherjee

    (GITAM (Deemed To Be University))

  • Manish Mohan Baral

    (GITAM (Deemed To Be University))

  • Chittipaka Venkataiah

    (Indira Gandhi National Open University)

  • Surya Kant Pal

    (Sharda University)

  • Ramji Nagariya

    (GITAM (Deemed To Be University))

Abstract

The development of robotics in the current COVID-19 pandemic scenario can change the face of the industries. Robots are becoming more prominent in the hospitality industry. In this scenario, the usage of service robots for hotels is the best option. This study is performed using TAM and TRI theories. The constructs selected for the study are perceived ease of use, perceived usefulness, attitudes, behavioural intention, discomfort, insecurity, and trust. Survey-based research is carried out with the help of a questionnaire. The target population are the employees working in the hotels. Ten hypotheses are proposed for the study. This study highlights the acceptance of service robots in the hotels of India. Out of ten proposed hypothesis, five hypotheses were accepted, and the rest were rejected. For data analysis, structural equation modelling in AMOS 20.0 was carried out. This study will help the managers and the top management in the adoption of service robots.

Suggested Citation

  • Subhodeep Mukherjee & Manish Mohan Baral & Chittipaka Venkataiah & Surya Kant Pal & Ramji Nagariya, 2021. "Service robots are an option for contactless services due to the COVID-19 pandemic in the hotels," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 48(4), pages 445-460, December.
    • Handle: RePEc:spr:decisn:v:48:y:2021:i:4:d:10.1007_s40622-021-00300-x
    DOI: 10.1007/s40622-021-00300-x
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    Cited by:

    1. Arpan Kumar Kar & Shweta Kumari Choudhary & P. Vigneswara Ilavarasan, 2023. "How can we improve tourism service experiences: insights from multi-stakeholders’ interaction," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 50(1), pages 73-89, March.
    2. Tianyang Huang, 2022. "What Affects the Acceptance and Use of Hotel Service Robots by Elderly Customers?," Sustainability, MDPI, vol. 14(23), pages 1-17, December.
    3. Ratapol Wudhikarn & Photchanaphisut Pattanasak & Vorathamon Cherapanukorn & Boontarika Paphawasit, 2024. "Evaluating the Intellectual Capital of Intensively Tourism-Dependent Countries Between, Prior, and During the COVID-19 Pandemic," Sustainability, MDPI, vol. 16(4), pages 1-24, February.
    4. de Kervenoael, Ronan & Schwob, Alexandre & Hasan, Rajibul & Psylla, Evangelia, 2024. "SIoT robots and consumer experiences in retail: Unpacking repeat purchase intention drivers leveraging computers are social actors (CASA) paradigm," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).

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