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Exploring the influence of culture on tourist experiences with robots in service delivery environment

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  • Youngjoon Choi
  • Munhyang (Moon) Oh
  • Miju Choi
  • Seongseop (Sam) Kim

Abstract

Robots and artificial intelligence represent a newly emerging trend in tourism and hospitality. However, studies examining how cultural perceptions influence tourists’ experiences interacting with service robots are lacking. In response to the industrial trend, the experiential components of robot-staffed hotels are assessed in this study. A qualitative approach is adopted to compare the semantic networks of Japanese and non-Japanese tourists’ online reviews, using 1,498 reviews from nine robot-staffed hotels in Japan. The results indicate that hotel guests’ interaction with robots is one of the main experiential components in robot-staffed hotels. The semantic network analysis results demonstrate noticeable differences, with Japanese reviews demonstrating more emotional responses to human-robot interaction and non-Japanese reviews valuing the functional and technical aspects of robot-provided services more.

Suggested Citation

  • Youngjoon Choi & Munhyang (Moon) Oh & Miju Choi & Seongseop (Sam) Kim, 2021. "Exploring the influence of culture on tourist experiences with robots in service delivery environment," Current Issues in Tourism, Taylor & Francis Journals, vol. 24(5), pages 717-733, March.
    • Handle: RePEc:taf:rcitxx:v:24:y:2021:i:5:p:717-733
    DOI: 10.1080/13683500.2020.1735318
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    Cited by:

    1. Liu, Xiao & Li, Ming-Yang, 2024. "Sustainable service product design method: Focus on customer demands and triple bottom line," Journal of Retailing and Consumer Services, Elsevier, vol. 80(C).
    2. Zaki Hasan & Sumera Mehmood & Dr. Munaza Bibi & Raza Ali & Syeda Zeerak & Ghulam Murtaza & Abdul Haseeb & Muhammad Tayyab Siddiqui, 2024. "Consumer Perceptions and Willingness to Pay for Luxury Tourism in Pakistan's Northern Regions," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 13(2), pages 207-214.
    3. Xiaoting Chi & Bo Meng & Hyerin Lee & Bee‐Lia Chua & Heesup Han, 2023. "Pro‐environmental employees and sustainable hospitality and tourism businesses: Exploring strategic reasons and global motives for green behaviors," Business Strategy and the Environment, Wiley Blackwell, vol. 32(7), pages 4167-4182, November.

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