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Man vs machine: examining the three themes of service robotics in tourism and hospitality

Author

Listed:
  • Aikaterini Manthiou

    (NEOMA Business School)

  • Phil Klaus

    (International University of Monaco INSEEC Research Center)

  • Volker G. Kuppelwieser

    (NEOMA Business School)

  • William Reeves

    (NEOMA Business School)

Abstract

There is a growing need in the tourism and hospitality literature to harmonise service robots and artificial intelligence’s (AI) meaning and foundations, while also offering guidance on future discussions and research. We operationalize MacInnis’ Journal of Marketing, 75(4), 136–154, (2011) conceptual contribution to derive insights regarding service robots in the tourism and hospitality domain. This paper adopts an interdisciplinary stance and integrates insights from the tourism, hospitality, philosophy, psychology, sociology, management, robotics, information technology and marketing fields. Service robotics and related tourism and hospitality research follow three basic themes: deployment, acceptance and ethical considerations. The findings on the use of service robotics are subsequently delineated and a summary of the tourism and hospitality field’s current research needs is provided.

Suggested Citation

  • Aikaterini Manthiou & Phil Klaus & Volker G. Kuppelwieser & William Reeves, 2021. "Man vs machine: examining the three themes of service robotics in tourism and hospitality," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(3), pages 511-527, September.
    • Handle: RePEc:spr:elmark:v:31:y:2021:i:3:d:10.1007_s12525-020-00434-3
    DOI: 10.1007/s12525-020-00434-3
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    Cited by:

    1. Didier, Nicolas, 2024. "Turning fragments into a lens: Technological change, industrial revolutions, and labor," Technology in Society, Elsevier, vol. 77(C).
    2. Shengliang Zhang & Xinfeng Lin & Xiaodong Li & Ai Ren, 2022. "Service robots’ anthropomorphism: dimensions, factors and internal relationships," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(1), pages 277-295, March.
    3. Ransome Epie Bawack & Samuel Fosso Wamba & Kevin Daniel André Carillo & Shahriar Akter, 2022. "Artificial intelligence in E-Commerce: a bibliometric study and literature review," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(1), pages 297-338, March.
    4. Nora Nahr & Marikka Heikkilä, 2022. "Uncovering the identity of Electronic Markets research through text mining techniques," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1257-1277, September.
    5. Manthiou, Aikaterini & Klaus, Phil, 2022. "The interplaying factors of the robotic tourism experience: The customer journey's touchpoints, context, and qualities," Technological Forecasting and Social Change, Elsevier, vol. 177(C).

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    More about this item

    Keywords

    Artificial intelligence; Service robots; Deployment; Acceptance; Ethical considerations;
    All these keywords.

    JEL classification:

    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising

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