Skip navigation

A Southeast Asian perspective on hotel service robots: Trans diagnostic mechanics and conditional indirect effects

A Southeast Asian perspective on hotel service robots: Trans diagnostic mechanics and conditional indirect effects

Paraman, Pradeep, Annamalah, Sanmugam, Chakravarthi, Sri Kumar, Pertheban, Thillai Raja, Vlachos, Peter ORCID: 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:https://doi.org/10.1016/j.joitmc.2023.100040)

[img]
Preview
PDF (Open Access Article)
41799_VLACHOS_A_Southeast_Asian_Perspective_on_Hotel_Service_Robots_(OA)_2023.pdf - Published Version
Available under License Creative Commons Attribution.

Download (1MB) | Preview
[img]
Preview
PDF (Author's Accepted Manuscript)
41799_VLACHOS_A_Southeast_Asian_Perspective_on_Hotel_Service_Robots.pdf - Accepted Version
Available under License Creative Commons Attribution.

Download (1MB) | Preview

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
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
Faculty of Business > Department of Marketing, Events & Tourism
Faculty of Business > Marketing Research Group (MRG)
Last Modified: 10 May 2023 08:29
URI: http://gala.gre.ac.uk/id/eprint/41799

Actions (login required)

View Item View Item

Downloads

Downloads per month over past year

View more statistics