Purpose The purpose of this paper is to systematically analyze existing studies related to the adoption of smart technologies in cruise tourism services, particularly robots, artificial intelligence, service automation and virtual reality. More specifically, the authors intend to highlight the...

Purpose Service robots offering low-contact services are trending in the hospitality industry. Nevertheless, there is limited empirical research on consumer perspectives. Using the stimulus-organism-response (SOR) model, this study aims to investigate consumer acceptance of service robots and...

Purpose This study aims to investigate the affordances of service robots (SRs) in hotels and their effects on frontline employees (FLEs). Design/methodology/approach Purposive and referral samplings methods were used to conduct 28 semistructured interviews with hotel FLEs, and the transcribed...

Purpose The study aims to propose a triadic interaction model to assess the effect of customer–customer (C2C), employee–customer and robot–customer interactions on customer voluntary performance in the context of smart dining. Design/methodology/approach An explanatory sequential mixed...

Purpose The purpose of this study was to investigate restaurant and foodservice workers’ perceptions of working with a service robot and the extent to which the workers’ well-being was impacted by a mandated service robot adoption. Design/methodology/approach This study used a qualitative...

Purpose Drawing on the Service Robot Acceptance Model (sRAM) proposed by Wirtz et al. (2018), this study aims to examine how functional and social-emotional antecedents affect relational elements and the critical functions that trust and rapport play in robot acceptance in hotel services....

Purpose This study aims to investigate Generation Z’s perception of and experience with restaurant service robots. Design/methodology/approach Established on the servicescape theoretical framework and following Zaltman Metaphoric Elicitation Technique, 34 in-depth interviews were conducted...

Purpose This study aims to investigate the effects of hotel customers’ perceived utilitarian and hedonic values on their intention to use service robots. In addition, the influences of innovativeness, ease of use and compatibility on hotel customers’ perceived utilitarian and hedonic values...

Purpose The purpose of this study is to examine how consumers perceive the importance of using robot technologies for 12 services evaluated under two categories considering the technology acceptance model (TAM). Design/methodology/approach The conceptual model analysis used structural equation...

Purpose This study aims to extend the technology acceptance model (TAM) to examine whether the introduction of robots influences employees’ behavioral intentions to use robots and awareness of robots to promote human–robot collaboration (HRC). Besides, the role of strategic human resource...