Purpose: This paper aims to explore the implications of integrating humanoid service robots into hospitality service encounters by evaluating two service prototypes using Softbank Robotics’ popular service robot Pepper™: to provide information (akin to a receptionist) and to facilitate...

Purpose: Automation poses to change how service work is organized. However, there is a lack of understanding of how automation influences specific sectors, including specific hospitality jobs. Addressing this gap, this paper looks at the relative automatability of jobs...

For more than 30 years, Information and Communication Technology (ICT) has been revolutionizing travel, tourism, and hospitality, and as we look to the next 30 years, the change of pace does not seem to be diminishing. This open-access book provides an extensive overview of the latest...