Purpose Service failures evoke negative customer emotions, which human agents respond to through emotional labor. In turn, customers empathize with the human agent, providing a satisfying service recovery experience. However, robot agents could replace human agents and replicate emotional labor...

Purpose Robots have been adopted in numerous tourism and hospitality sectors, including restaurants. This study aims to investigate fast-food employees' use of service robots (SRs) in Pakistan. Design/methodology/approach This study used a conceptual model based on innovation resistance theory...

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...