Adoption of robots and service automation by tourism and hospitality companies

Stanislav Ivanov ^[1] ; Craig Webster ^[2] ; Katerina Berezina ^[3]
1. [1] Varna University of Management
  
  Varna University of Management
  
  Bulgaria
2. [2] Ball State University
  
  Ball State University
  
  Township of Center, Estados Unidos
3. [3] University of South Florida
  
  University of South Florida
  
  Estados Unidos
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Localización: Revista Turismo & Desenvolvimento, ISSN 1645-9261, Nº. 27-28, 1, 2017, págs. 1501-1517
Idioma: inglés
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Resumen
- This paper explores the current state and the potential adoption of service automation and robots by tourist, travel and hospitality companies. Despite the huge advancements in social robotics, the research on robots in tourism has been extremely limited – a gap that is partially filled by this paper. Specifically the paper looks at service automation in hotels, restaurants, events, theme and amusement parks, airports, car rental companies, travel agencies and tourist information centres, museums and art galleries. The paper elaborates on the challenges that companies will face when adopting service automation and robots to serve tourists