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The adoption of artificial intelligence and robotics in the hotel industry: prospects and challenges

Author

Listed:
  • Kichan Nam

    (American University of Sharjah)

  • Christopher S. Dutt

    (Emirates Academy of Hospitality Management)

  • Prakash Chathoth

    (American University of Sharjah)

  • Abdelkader Daghfous

    (American University of Sharjah)

  • M. Sajid Khan

    (American University of Sharjah)

Abstract

The growth of technology has resulted in the use of state-of-the-art systems such as artificial intelligence (AI) and robot-based applications and services in the hotel industry. Recently, there has been some discussion on the adoption of such technologies and their impact on hotels’ operational costs as well as the quality of service to customers. Considering the importance of these new technologies, this paper investigates the trend related to the adoption of AI and robotics in the hotel industry. For this purpose, we interviewed senior hotel asset managers using an in-depth case study method. The context is Dubai-based hotels as Dubai is already established as one of the premier smart cities of the world (Khan et al., 2017). The TOE framework was used, and three domains were investigated: technology, organization, and environment to expose the underlying factors effecting AI adoption. The findings expose the factors that influence the adoption of AI and robotics in hotels. This study is one of early attempts to investigate the full spectrum of AI in relation to the hotel industry while detailing how its adoption could be effectuated.

Suggested Citation

  • Kichan Nam & Christopher S. Dutt & Prakash Chathoth & Abdelkader Daghfous & M. Sajid Khan, 2021. "The adoption of artificial intelligence and robotics in the hotel industry: prospects and challenges," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(3), pages 553-574, September.
    • Handle: RePEc:spr:elmark:v:31:y:2021:i:3:d:10.1007_s12525-020-00442-3
    DOI: 10.1007/s12525-020-00442-3
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    References listed on IDEAS

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    Cited by:

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    3. Vishwakarma, Laxmi Pandit & Singh, Rajesh Kr & Mishra, Ruchi & Demirkol, Denizhan & Daim, Tugrul, 2024. "The adoption of social robots in service operations: A comprehensive review," Technology in Society, Elsevier, vol. 76(C).
    4. Sayed Fayaz Ahmad & Muhammad Mansoor Alam & Mohd. Khairil Rahmat & Muhammad Khalil Shahid & Mahnaz Aslam & Nur Agus Salim & Mohammed Hasan Ali Al-Abyadh, 2023. "Leading Edge or Bleeding Edge: Designing a Framework for the Adoption of AI Technology in an Educational Organization," Sustainability, MDPI, vol. 15(8), pages 1-20, April.
    5. Prateek Kalia & Dušan Mladenović & à ngel Acevedo-Duque, 2022. "Decoding the Trends and the Emerging Research Directions of Digital Tourism in the Last Three Decades: A Bibliometric Analysis," SAGE Open, , vol. 12(4), pages 21582440221, October.
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    7. Lars Hornuf & Maximilian Meiler, 2024. "Factors Driving Adoption of Humanoid Service Robots in Banks," CESifo Working Paper Series 11366, CESifo.
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    10. Jiahui Xu & Chaohui Wang & Tingting (Christina) Zhang & Lei Zhu, 2023. "How Job Crafting Affects Hotel Employees’ Turnover Intention during COVID-19: An Empirical Study from China," Sustainability, MDPI, vol. 15(12), pages 1-17, June.
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    More about this item

    Keywords

    Artificial intelligence; Robotics; Hotel; Hospitality; Dubai; Smart technology; Smart tourism;
    All these keywords.

    JEL classification:

    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes

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