Exploring the influence of culture on tourist experiences with robots in service delivery environment

被引：87

作者：

Choi, Youngjoon ^{[1
]}

Oh, Munhyang ^{[1
]}

Choi, Miju ^{[2
]}

Kim, Seongseop ^{[1
]}

机构：

[1] Hong Kong Polytech Univ, Sch Hotel & Tourism Management, Kowloon, Hong Kong, Peoples R China

[2] Leeds Beckett Univ, Sch Events Tourism & Hospitality Management, Leeds, W Yorkshire, England

来源：

CURRENT ISSUES IN TOURISM | 2021年 / 24卷 / 05期

关键词：

Robot; artificial intelligence; semantic network analysis; online reviews; R-tourism; human-robot interaction; HOSPITALITY; JAPAN;

D O I：

10.1080/13683500.2020.1735318

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Robots and artificial intelligence represent a newly emerging trend in tourism and hospitality. However, studies examining how cultural perceptions influence tourists' experiences interacting with service robots are lacking. In response to the industrial trend, the experiential components of robot-staffed hotels are assessed in this study. A qualitative approach is adopted to compare the semantic networks of Japanese and non-Japanese tourists' online reviews, using 1,498 reviews from nine robot-staffed hotels in Japan. The results indicate that hotel guests' interaction with robots is one of the main experiential components in robot-staffed hotels. The semantic network analysis results demonstrate noticeable differences, with Japanese reviews demonstrating more emotional responses to human-robot interaction and non-Japanese reviews valuing the functional and technical aspects of robot-provided services more.

引用

页码：717 / 733

页数：17

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