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Service robots in the hospitality industry: The case of Henn-na hotel, Japan

2020-11-20Journal article Restricted access
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dc.contributor.authorReis, João
dc.contributor.authorMelão, Nuno
dc.contributor.authorSalvadorinho, Juliana
dc.contributor.authorSoares, Bárbara
dc.contributor.authorRosete, Ana
dc.date.accessioned2021-03-11T09:55:06Z
dc.date.available2021-03-11T09:55:06Z
dc.date.issued2020-11-20
dc.description.abstractServices are changing at an impressive pace boosted by the technological advances felt in Robotics, Big Data, and Artificial Intelligence (AI) that have uncovered new research opportunities. Our objective is to contribute to the literature by exploring the pros and cons of the use of service robots in the hospitality industry and to practice, by presenting the architectural and technological characteristics of a fully automated plant based on a relevant case. To achieve such goal, this article uses a systematic literature review to assess the state-of-the-art, characterize the unit of analysis, and find new avenues for further research. The results indicate that, in high customer contact settings, service robots tend to outperform humans when performing standardized tasks, because of their mechanical and analytical nature. Evidence also shows that, in some cases, service robots have not yet achieved the desired technological maturity to proficiently replace humans. In other words, the technology is not quite there yet, but this does not contradict the fact that new robot technologies, enabled by AI, will be able to replace the employees’ empathetic intelligence. In practical terms, organizations are facing challenges where they have to decide whether service robots are capable of completely replacing human labor or if they should rather invest in balanced options, such as human-robot systems, that seem to be a much more rational choice today.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.doi10.1016/j.techsoc.2020.101423pt_PT
dc.identifier.urihttp://hdl.handle.net/10400.19/6695
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.subjectArtificial intelligencept_PT
dc.subjectEmpathetic intelligencept_PT
dc.subjectHospitality industrypt_PT
dc.subjectService industrypt_PT
dc.subjectService robotspt_PT
dc.titleService robots in the hospitality industry: The case of Henn-na hotel, Japanpt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.citation.startPage101423pt_PT
oaire.citation.titleTechnology in Societypt_PT
oaire.citation.volume63pt_PT
person.familyNameMelão
person.givenNameNuno
person.identifierSHZuXpwAAAAJ
person.identifier.ciencia-id2F1D-7C4C-9AEE
person.identifier.orcid0000-0002-1359-3437
person.identifier.scopus-author-id6507014196
rcaap.rightsrestrictedAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublication63da8a26-2105-44d8-8c70-13da4b9fe23f
relation.isAuthorOfPublication.latestForDiscovery63da8a26-2105-44d8-8c70-13da4b9fe23f

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