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Technological advances are modifying the processing of human needs, as well as our perception of needs, satisfaction, and service requirements. A human-centered approach has become necessary when examining hotel human–robot interaction in customer service, an emerging field of study. This chapter employs thematic analysis of papers written in 2015–2019 in order to examine social research methodological tools employed to study robot use in hospitality services. The chapter (a) adds to the ongoing discussion on the technology-driven design of hotel robots and automated services; (b) presents the use of social science methodological tools employed in technology-oriented research. It reinforces various previous studies on robots by incorporating technology competence or high level of novelty acceptance as a prerequisite for research participants, which can bring informed results to designers and startups. Thematic analysis identifies research that employed real-time measurements of humans’ experience of automated services and hotel robots’ design. These results can inform entrepreneurial strategic decisions on hotel and general-service robots’ design and development. Multidisciplinary and cross-cultural research teams should also should include a human–robot interface in a synergistic framework that (re)positions the human factor in the center. |
