Unveiling the human–robot encounter: guests’ perspectives on smart hotel experience

Abstract

Purpose

This study aims to investigate guests’ experience and perceptions in smart hotels, with a primary focus on the human−robot experience.

Design/methodology/approach

Utilizing a thematic analysis using the inductive-deductive approach, 546 reviews from Chinese smart hospitality guests, sourced from Ctrip, were examined.

Findings

This study identified five highest-level categories reflecting guests’ perceptions of smart hotels service with themes and subthemes of utilitarian gratification (smart servicescape and smart service quality), sensual gratification (novelty and coolness), social gratification (social presence and social interaction), experiential gratification (functional and emotional experiential value) and satisfaction.

Originality/value

This research enriches the current understanding of guests’ experience within smart hotels, focusing on the human−robot interaction. The findings offer insightful implications for the enhancement of smart hotels, specifically in terms of smart facility offerings, service delivery and overall customer experience.

研究目的

本研究旨在调查顾客在智能酒店的体验和感知, 重点关注人机交互体验。

研究方法

利用归纳-演绎方法进行主题分析, 对来自携程网的546份中国智能酒店客人评论进行了审查。

研究发现

本研究确定了五个最高级别的类别, 反映了客人对智能酒店服务的感知, 涵盖了实用满足（智能服务环境和智能服务质量）、感官满足（新奇和酷炫）、社交满足（社交存在和社交互动）、体验满足（功能性和情感体验价值）和满意度的主题和子主题。

研究创新

这项研究丰富了对智能酒店客人体验的当前理解, 重点关注人机交互。研究结果为智能酒店的提升提供了深刻的启示, 特别是在智能设施提供、服务交付和整体客户体验方面。

Citation

Wang, J.(S). and Fu, X. (2024), "Unveiling the human–robot encounter: guests’ perspectives on smart hotel experience", Journal of Hospitality and Tourism Technology, Vol. 15 No. 5, pp. 701-716. https://doi.org/10.1108/JHTT-01-2024-0006