This report presents part of the results of the first global study on customers’ perceptions on robots in travel, tourism, and hospitality implemented by the authors in 2018-2019. Specifically, the report presents the methodology of the research and elaborates on the key results regarding the...

Travel, tourism and hospitality companies have started to adopt robots, artificial intelligence and service automation (RAISA) in the form of chatbots, delivery robots, robot-concierge, conveyor restaurants, self-service information/check-in/check-out kiosks, and many others. Despite the huge...

Robots are increasingly discussed in academic literature as well as the popular media since they are becoming more usual in industry. The increased use of robots will meet with practical issues with regards to adoption in industry as well as resistance from customers and those working in the...

Robots are increasingly discussed in academic literature as well as public discourse because of their introduction into consumers' lives. The increased usage of robots in industry will meet with resistance from customers in the service industry as well as employees in industry, as their...

Most people in the future will not need to work, at least in the ways in which we continue to think about work/human labour. In this chapter, we discuss the role of humans in the future economy. We begin with a discussion of the evolution of the integration of robots into the economy. Then, we...

Tourism is universally considered as an activity specifically reserved for humans. Although not explicitly stated, all definitions of tourism assume that the tourists are human beings. However, the advances in animal ethics, artificial intelligence and experience economy in the last decades...

This research investigates the ways in which customers of tourism and hospitality facilities view the appropriateness of robots in tourism-related industries. From a global sample with over 87 countries and territories represented and over 1,000 respondents, the findings illustrate that the most...

Adopting a supply-side perspective, the paper analyses Bulgarian hotel managers’ perceptions of service robots using a convergent mixed methods design. Structured quantitative data were collected from 79 managers using a questionnaire, while interviews were used for the collection of...