The Role of Robots/Automation in Shaping Customer Satisfaction in the Hotel and Tourism Industry

Abstract

This dissertation investigates the influence of robotics and automation on customer satisfaction within the hotel and tourism industry. The study focuses on examining existing literature to understand the interplay between technological advancements, specifically service robots, and their impact on customer experiences. Employing a systematic literature review methodology, it examines a range of peer-reviewed articles to understand the interplay between technological advancements and guest experiences. Key findings indicate that the introduction of service robots generally enhances customer satisfaction. However, the extent of this impact varies based on factors like robot design, human-likeness, and the nature of interaction with guests. The study reveals both the potential benefits and challenges of integrating robotics in hospitality, offering insights into customer perceptions and operational implications for industry practitioners. This research contributes to the growing field of robotics in hospitality, providing a foundation for future explorations into the nuanced relationship between technology and customer satisfaction in service- oriented industries.