Are we ready for hotel robots after the pandemic? A profile analysis.

COVID-19 has changed many aspects of the hospitality and tourism industry, including technology-oriented and contactless solutions. Despite the increasing number of service companies using robots on their premises, most of the previous attempts and practices of adoption have remained unsuccessful. Prior research hints that socioeconomic factors could influence the successful adoption of these emerging technologies. Nevertheless, these studies ignore the role of profile factors and assume a homogenous response to using robots in service operations during the pandemic. Based on the theory of diffusion of innovation and a sample of 525 participants, this study investigates the differences in customers' attitudes, their level of involvement, and optimism for service robots as well as their intentions to use service robots in the five main areas of hotel operations (front desk, concierge, housekeeping, room service, and food and beverage) based on five profile factors (age, gender, income level, education, and purpose of trip). MANOVA tests show significant differences in all variables based on demographic factors; male, younger, more educated, higher income, and leisure travelers show more positive attitudes, higher involvement, optimism, and intention to use service robots across various hotel departments. In particular, mean scores were found to be smaller for the traditionally human-oriented functional areas of the hotel operations. We also clustered the participants based on their level of comfort and optimism about using service robots in hotels. Given the rapid changes in the service industry and the increasing adoption of service robots, this paper adds a much-needed contribution to the ongoing research on service robots in the service industry by investigating the impact of profile factors on guests' behavior towards service robots.

Effects of media portrayal on perceived cruise risk, image, and intentions.

This research examines how news media portrayal of Covid-19 cases on cruise ships can produce decision biases. Two experiments were conducted in which news stories were varied according to format, base rate, framing and number size. The results demonstrate that prior cruise experience increases travel intentions and cruise image and lowers perceptions of cruise risk. Perceived risk is higher when the number of cases is presented in concrete numbers versus abstract percentages. Negative framing increases perceptions of cruise risk versus positive framing, especially when expressed in small numbers. The results extend beyond Covid-19 by demonstrating that sensationalism in the news media can result in decision biases that over- emphasize negative outcomes and increases risk perceptions in the minds of consumers. The findings suggest travel companies should work together with news media outlets when crisis situations arise to shift away from sensationalism and provide concrete information that is useful for consumers.