Progress on robotics in hospitality and tourism: a review of the literature

作者：Stanislav Ivanov, Ulrike Gretzel, Katerina Berezina, Μαριάννα Σιγάλα, Craig Webster · 发表于：Journal of Hospitality and Tourism Technology · 年份：2019 · DOI：10.1108/jhtt-08-2018-0087 · 被引用次数：406 · 研究领域：AI in Service Interactions、Social Robot Interaction and HRI、Transportation and Mobility Innovations

Abstract Purpose This paper aims to provide a comprehensive review of research on robotics in travel, tourism and hospitality, and to identify research gaps and directions for future research. Design/methodology/approach This paper analyzes 131 publications published during 1993-2019, identified via Scopus, Web of Science, ResearchGate, Academia.edu and Google Scholar. It offers quantitative analysis of frequencies and cross-tables and qualitative thematic analysis of the publications within each of seven identified domains. Findings The paper identifies "Robot," "Human," "Robot manufacturer," "Travel/tourism/hospitality company," "Servicescape," "External environment" and "Education, training and research" as the research domains. Most research studies are dedicated to robots in restaurants, airports, hotels and bars. Papers tend to apply engineering methods, but experiments and surveys grow in popularity. Asia-Pacific countries account for much of the empirical research. Research limitations/implications The analysis was limited to publications indexed in four databases and one search engine. Only publications in English were considered. Growing opportunities for those who are anxious to publish in the field are identified. Importantly, emerging research is branching out from the engineering of robots to the possibilities for human/robot interactions and their use for service providers, opening up new avenues of research for tourism and hospitality scholars. Practical impli...