揭开人类与机器人相遇的神秘面纱：客人对智能酒店体验的看法

IF 5.3 3区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

Journal of Hospitality and Tourism Technology Pub Date : 2024-06-17 DOI:10.1108/jhtt-01-2024-0006

J. Wang, Xiaoxiao Fu

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引用次数: 0

摘要

设计/方法/途径利用归纳-演绎法进行主题分析，研究了来自携程旅行网的 546 条中国智能酒店住客评论。研究结果本研究确定了五个最高级别的类别，反映了宾客对智能酒店服务的感知，其主题和副主题分别是功利性满足（智能服务景观和智能服务质量）、感官性满足（新奇感和酷感）、社交性满足（社交存在和社交互动）、体验性满足（功能和情感体验价值）和满意度。研究结果对智能酒店的提升，特别是在智能设施产品、服务提供和整体客户体验方面，提供了深刻的启示。

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

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.

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来源期刊

Journal of Hospitality and Tourism Technology HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

8.40

自引率

12.80%

发文量

期刊介绍： The Journal of Hospitality and Tourism Technology is the only journal dedicated solely for research in technology and e-business in tourism and hospitality. It is a bridge between academia and industry through the intellectual exchange of ideas, trends and paradigmatic changes in the fields of hospitality, IT and e-business. It covers: -E-Marketplaces, electronic distribution channels, or e-Intermediaries -Internet or e-commerce business models -Self service technologies -E-Procurement -Social dynamics of e-communication -Relationship Development and Retention -E-governance -Security of transactions -Mobile/Wireless technologies in commerce -IT control and preparation for disaster -Virtual reality applications -Word of Mouth. -Cross-Cultural differences in IT use -GPS and Location-based services -Biometric applications -Business intelligence visualization -Radio Frequency Identification applications -Service-Oriented Architecture of business systems -Technology in New Product Development