Prime Time for Service Robots

PolyU’s School of Hotel and Tourism Management | January 31, 2024

The COVID-19 pandemic catapulted the hospitality industry into a more digitised future. Coupled with the vast social changes and prominent safety concerns, this wave of technological innovation could transform the hospitality workforce, according to Professor Seongseop (Sam) Kim of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and co-authors. Service robots could solve many of the safety concerns felt to this day, but how are they perceived by customers? To probe these issues in more depth, the researchers investigated how feelings of safety and the intention to visit an establishment are shaped by ...