A Multidimensional Analysis of Robotic Deployment in Thai Hotels

Datos Bibliográficos

ID21199700
AutoresPornrat Sadangharn (0000-0001-5987-507X), Birger Mallin (autor de correspondencia)
Año2022
Volumen14
Número4
Páginas859-873
Fecha de publicación2022-06-01
Peer ReviewedSí
Open AccessSí
TipoARTICLE
RevistaInternational Journal of Social Robotics (JOURNAL)
Identificadores de la revistaISSN: 1875-4791 • E-ISSN: 1875-4805
EditorialSpringer Science and Business Media LLC (PUBLISHER)
DOI10.1007/s12369-021-00833-2
OpenAlexW34691281
IdiomaEN
Referencias citadas79

Several hotel businesses are interested in robotic deployment to improve customer service, enhance hotel productivity, and gain a competitive advantage. In this study, I deployed a robot in a real working environment to explore stakeholders' perceptions and investigate factors involved in robotic deployment in Thai hotels. A qualitative research method, interpretative phenomenological analysis, was utilized. As there was no robotic deployment in Thai hotels, Peanut, a navigation service robot, was temporarily assigned to work in the hotels to allow key informants-hotel executives, human resource managers, reception managers, hotel staff, and hotel guests-to understand the phenomenon and experience robotic deployment. The findings revealed that stakeholders in Thai hotels accepted the robot; however, this acceptance was contingent on various robot, human, and organizational dimensions. Greater user acceptance can promote more widespread robotic deployment. This study has important implications for human-robot interactions in the hotel industry, especially in Thailand where this technology has not yet been applied

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