Abstract
This exploratory study aims to theoretically and empirically examine why hotel guests often overlook service robots by conceptualising the role of physical engagement in enhancing human-robot interaction. Using unobtrusive observation and semi-structured interviews, the study identifies phenomena related to the gap between observing and using hospitality service robots, as well as identifies the underlying dimensions of physical engagement. The results reveal that physical engagement consists of five key dimensions: distance dimension, visual dimension, guiding dimension, usability dimension, and performance dimension. Additionally, the study introduces a framework for consumer physical engagement with service robots in hotels, systematically enhancing our understanding of human-robot interaction in the hospitality industry. These findings provide valuable insights for hospitality practitioners to enhance robot adoption and operational efficiency.
| Original language | English |
|---|---|
| Pages (from-to) | 1-16 |
| Number of pages | 16 |
| Journal | Current Issues in Tourism |
| Volume | 28 |
| Issue number | 20 |
| DOIs | |
| Publication status | Published - 2025 |
UN SDGs
This output contributes to the following UN Sustainable Development Goals (SDGs)
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SDG 5 Gender Equality -
SDG 8 Decent Work and Economic Growth -
SDG 10 Reduced Inequalities -
SDG 11 Sustainable Cities and Communities -
SDG 12 Responsible Consumption and Production
Keywords
- hospitality industry
- human-robot interaction
- mix-method study
- physical engagement
- service robots
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