A recently published research article “Consumers Acceptance of Service Robots in Hotels: A Meta-Analytic Review” offers valuable insights for hotel decision makers looking to implement or enhance service robot usage in their operations.
The research highlights that customers are more likely to accept service robots when they believe the technology enhances their stay, provides value, and is easy to use. Key factors driving customer acceptance include performance expectancy (how well the robot meets customer needs), positive attitudes, and emotional responses. Trust also plays a critical role—guests are more inclined to use service robots if they feel confident in their reliability and security.
For hotel managers, the study suggests focusing on effective communication about the capabilities of service robots, ensuring they complement rather than replace human staff, and addressing customer concerns related to trust and usability. Successful adoption requires a strategic approach—robots should not only be functional but also engaging and aligned with guest expectations for service quality and hospitality.
Industry Insights
1. Enhanced Guest Experience – Service robots should be positioned as tools to improve convenience and personalization, offering quick responses, minimizing wait times, and providing seamless service.
2. Operational Efficiency – Robots can support repetitive tasks such as concierge services, room deliveries, and cleaning, allowing staff to focus on personalized guest interactions.
3. Building Trust and Acceptance – Hotels need to invest in staff training and customer education to ensure that guests feel comfortable interacting with robots, addressing any concerns related to job replacement or lack of human touch.
4. Balancing Automation and Human Interaction – While robots offer efficiency, maintaining a human connection remains crucial. Decision makers should carefully assess where robots can add the most value without diminishing the personal touchguests expect.
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