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

dc.contributor.advisorRodrigues, Sofia
dc.contributor.authorAlotaibi, Ziyad
dc.date.accessioned2024-05-26T11:42:50Z
dc.date.available2024-05-26T11:42:50Z
dc.date.issued2024-03-18
dc.description.abstractThis 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.
dc.format.extent83
dc.identifier.urihttps://hdl.handle.net/20.500.14154/72136
dc.language.isoen
dc.publisherCesar Ritz
dc.subjectenhances customer satisfaction
dc.subjectrobotics and automation on customer satisfaction
dc.titleThe Role of Robots/Automation in Shaping Customer Satisfaction in the Hotel and Tourism Industry
dc.typeThesis
sdl.degree.departmentHospitality
sdl.degree.disciplineHospitality ans Tourism Entrepreneurship
sdl.degree.grantorCesar Ritz
sdl.degree.nameMaster of Arts

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