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Frontline robots in tourism and hospitality: service enhancement or cost reduction?
Abstract
Robots are being implemented in many frontline services, from waiter robots in restaurants to robotic concierges in hotels. A growing number of firms in hospitality and tourism industries introduce service robots to reduce their operational costs and to provide customers with enhanced services (e.g. greater convenience). In turn, customers may consider that such a disruptive innovation is altering the established conditions of the...
Paper Details
Title
Frontline robots in tourism and hospitality: service enhancement or cost reduction?
Published Date
Jul 29, 2020
Journal
Volume
31
Issue
3
Pages
477 - 492