Preference for robot service or human service in hotels? Impacts of the COVID-19 pandemic

Robots and artificial intelligence (AI) technologies are becoming more prominent in the tourism industry. Nowadays, consumers are faced with multiple options involving both human and robot interactions. A series of experimental studies were implemented. Four experiments demonstrated that consumers had a more positive attitude toward robot-staffed (vs. human-staffed) hotels when COVID-19 was salient. The results were different from previous studies, which were conducted before the COVID-19 pandemic. Since the moderating role of perceived threat in consumers’ preference for robot-staffed hotels was significant, the respondents’ preference was attributed to the global health crisis. This research provides a number of theoretical and managerial implications by improving the understanding of technology acceptance during a health crisis.     

自重构机器人的研究与发展现状

自重构机器人能够根据所处环境和所执行任务的改变，通过自组织、自适应来调整自己的构形，以适应外界环境的要求，完成控制任务，是机器人发展的一个新方向。本文主要分析了可重构机器人研究和发展现状，对有代表性的自重构机器人作了较详细的介绍，讨论了自重构机器人研究的关键技术。     

COVID-19 and hospitality 5.0: Redefining hospitality operations

The sudden outbreak of COVID-19 has severely affected the global hospitality industry. The hygiene and cleanliness of hotels has become the focal point in the recovery plan during COVID-19. This study investigates the effects of past disasters on the global hospitality industry, and how the industry responded to them. Since past pandemics and epidemics identified hygiene and cleanliness as an important factor, this study further explores the role of technology in ensuring hygiene and cleanliness. Hence, this study further examines the scalability of Industry 5.0 design principles into the hospitality context, leading to Hospitality 5.0 to improve operational efficiency. The study further delineates how Hospitality 5.0 technologies can ensure hygiene and cleanliness in various touchpoints in customer’s journey. This study serves as a foundation to understand how synergy between humans and machines can be achieved through Hospitality 5.0. The theoretical and practical implications are discussed.     

Robotic service quality – Scale development and validation

Viewing robots as service agents that provide services to customers for value exchange, the study developed a scale to measure robotic service quality. The scale underwent several stages of development including item generation, domain specification, scale refinement, and validity testing, including internal and external cross validation. A range of methods were used in this process. Data were collected from Australia, China, and Vietnam to test external validity. Four dimensions were identified to represent robotic service quality. Development of this scale has implications for artificial intelligence and service research. The scale can be used by practitioners to enhance customer experience and generate positive attitudinal and behavioural responses from customers.     

中国工业机器人产业技术研究

以工业机器人产业为切入点,以德温特专利数据库为检索范围,利用TDA、Matlab等软件全面挖掘工业机器人专利数据,绘出中国工业机器人产业专利地图,分析中国工业机器人专利申请年份、机构、技术分布现状、专利技术周期以及与世界周期的差异,可为中国工业机器人专利布局提供可靠的产业技术情报。