Comparison of perspectives: Managers’ and consumers’ views on service robots within the hotel sector

The hospitality sector is currently experiencing a notable surge in the integration of service robots, necessitating significant investments by hotels. It is imperative to investigate the perspectives of both hotel guests and management to provide valuable insights for hospitality establishments considering the implementation of service robots. Data were collected utilizing Amazon Mturk, and factor analysis and multiple regression analysis were employed. The results revealed distinctions in attitudes between 212 customers and 90 managers, highlighting influential factors such as service reliability, service emotionality, and security. Notably, both service reliability and service emotionality exerted a considerable impact on consumer adoption attitudes. Concurrently, for managers, service reliability, service emotionality, and security demonstrated substantial effects. These findings offer practical guidance for hotels seeking to enhance guest experiences and operational efficiency through the strategic integration of service robots.