Paraman, Pradeep, Annamalah, Sanmugam, Chakravarthi, Sri Kumar, Pertheban, Thillai Raja, Vlachos, Peter ORCID: https://orcid.org/0000-0002-4870-9006, Shamsudin, Mohd Farid, Kadir, Baharudin, How, Leong Kuok, Hoo, Wong Chee, Selim, Ahmed, Leong, Daniel Chong Ka, Raman, Mural and Singh, Prakash (2023) A Southeast Asian perspective on hotel service robots: Trans diagnostic mechanics and conditional indirect effects. Journal of Open Innovation: Technology, Market, and Complexity, 9 (2):100040. ISSN 2199-8531 (Online) (doi:10.1016/j.joitmc.2023.100040)

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Abstract

Although earlier studies have been able to demonstrate how Europeans view service robots, it is not empirically possible to make the same claim regarding Asians, particularly from cross-national studies with a sizable sample size. We adopt a transdiagnostic approach with 1311 respondents to analyse the disorder that hotel service robots (HSR) cause in the hotel industry and give empirical data from an Asian context on the problem. The method has historically been used in psychiatry, and we provide a significant discovery from a Southeast Asian perspective in employing the same approach. Adopting the methodology used in this study, we agree that earlier studies on hotel services have produced dubious conclusions. These anomalies are justified by the presence of several service situations. It is demonstrated via two situational experiments that customers prefer very human-like HSR and believe they will perform better in circumstances with high perceived control. Only in social situations are the effects meaningful, and they are reversed when there is less perceived control. However, the effect is not present for luxury hotels based on the geographic bounds of the current investigation, which gives this study a high level of novelty. These findings present a novel perspective on the acceptance of HSR by humans and robots in the hotel business. Professionals, academics and hoteliers who are considering whether to use robots that would either lower or raise their service standards may find this study to be of interest.

Item Type:	Article
Additional Information:	Expression of concern: The University of Greenwich has been made aware that this article is currently under investigation due to concerns with the reference list. The most up-to-date version of this article can be found at https://doi.org/10.1016/j.joitmc.2023.100040.
Uncontrolled Keywords:	anthropomorphism; hotel service robots; service robot acceptance; performance expectation; perceived threat; Southeast Asia
Subjects:	H Social Sciences > HB Economic Theory H Social Sciences > HD Industries. Land use. Labor T Technology > T Technology (General)
Faculty / School / Research Centre / Research Group:	Faculty of Business Greenwich Business School > Tourism and Marketing Research Centre (TMRC)
Last Modified:	02 Dec 2024 16:13
URI:	http://gala.gre.ac.uk/id/eprint/41799

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