The Impacts of Robots and Artificial Intelligence on Service Quality in the Hotel Industry

Abstract

Service robots and artificial intelligence promise to improve the service quality. Robotics
in combination with rapidly improving technologies like artificial intelligence, bring opportunities
for a wide range of innovations that have the potential to change service quality in hotel
industry. Based on an extensive literature review, this article presents the acceptance of service
robots in hotel industry. The paper acknowledges that the adoption of the robots and artificial
intelligence on service quality is focused on the challenges of technological characteristics, customers’
readiness and practical effectiveness of the business. The study provides a comprehensive
and systematic review of robots and AI concepts in a hotel industry and examines their impacts
on service quality. The hotel industry future is going to be affected with high-tech tourism companies
offering robot-automated services which rely on guidance to adopt and integrate robotics
into their customer service operations.