scholarly journals Service robots and COVID-19: exploring perceptions of prevention efficacy at hotels in generation Z

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jaime Romero ◽  
Nora Lado
Keyword(s):  
Social Presence ◽  
Design Methodology ◽  
Service Robots ◽  
Content Type ◽  
Generation Z ◽  
Prevention Measure ◽  
Contagion Risk ◽  
Booking Intentions ◽  
Customer Trust ◽  
Experimental Design Methodology

Purpose COVID-19 is expected to enhance hospitality robotization because frontline robots facilitate social distancing, lowering contagion risk. Investing in frontline robots emerges as a solution to recover customer trust and encourage demand. However, we ignore how customers perceive these initiatives and, therefore, their efficacy. Focusing on robot employment at hotels and on Generation Z customers, this study aims to analyze guests’ perceptions about robots’ COVID-19 prevention efficacy and their impact on booking intentions. Design/methodology/approach This study tests its hypotheses combining an experimental design methodology with partial least squares. Survey data from 711 Generation Z individuals in Spain were collected in 2 periods of time. Findings Generation Z customers consider that robots reduce contagion risk at hotels. Robot anthropomorphism increases perceived COVID-19 prevention efficacy, regardless of the context where the robots are used. Robots’ COVID-19 prevention efficacy provokes better attitudes and higher booking intentions. Research limitations/implications The sampling method used in this research impedes this study’s results generalization. Further research could replicate this study using random sampling methods to ensure representativeness, even for other generational cohorts. Practical implications Employing robots as a COVID-19 prevention measure can enhance demand, especially if robots are human-like. Hoteliers need to communicate that robots can reduce contagion risk, particularly in markets more affected by COVID-19. Robots must be employed in low social presence contexts. Governments could encourage robotization by financially supporting hotels and publicly acknowledging its benefits regarding COVID-19 prevention. Originality/value This study combines preventive health, robotics and hospitality literature to study robot implementation during the COVID-19 pandemic, focusing on Generation Z guests – potential facilitators of robot diffusion.

“Please tidy up before leaving”: nudging Airbnb guests toward altruistic behavior

2019 ◽  
Vol 13 (4) ◽  
pp. 524-530 ◽  
Author(s):  
Paul Ranson ◽  
Daniel Guttentag
Keyword(s):  
Social Presence ◽  
Design Methodology ◽  
Field Experiments ◽  
Experimental Results ◽  
Altruistic Behavior ◽  
Content Type ◽  
The Social ◽  
Relationship Model ◽  
Social Market ◽  
Practical Implications

Purpose This study aimed to investigate whether increasing the social presence within an Airbnb lodging environment could nudge guests toward altruistic cleaning behaviors. Design/methodology/approach The study was based around a theoretical framework combining the social-market versus money-market relationship model, nudge theory and social presence theory. A series of three field experiments were conducted, in which social presence was manipulated to test its impact on guest cleaning behaviors prior to departure. Findings The experimental results confirmed the underlying hypothesis that an Airbnb listing’s enhanced social presence can subtly induce guests to help clean their rental units prior to departure. Originality/value This study is the first to examine behavioral nudging in an Airbnb context. It is also one of the first field experiments involving Airbnb. The study findings offer clear theoretical and practical implications.

The robot-to-robot service encounter: an examination of the impact of inter-robot warmth

2021 ◽  
Vol 35 (9) ◽  
pp. 15-27
Author(s):  
Magnus Söderlund
Keyword(s):  
Design Methodology ◽  
Service Robots ◽  
Service Robot ◽  
Service Encounters ◽  
Experimental Setting ◽  
Content Type ◽  
Robot Systems ◽  
Synthetic Agents ◽  
High Level ◽  
The Impact

Purpose This study aims to examine humans’ reactions to service robots’ display of warmth in robot-to-robot interactions – a setting in which humans’ impressions of a service robot will not only be based on what this robot does in relation to humans, but also on what it does to other robots. Design/methodology/approach Service robot display of warmth was manipulated in an experimental setting in such a way that a service robot A expressed low versus high levels of warmth in relation to another service robot B. Findings The results indicate that a high level of warmth expressed by robot A vis-à-vis robot B boosted humans’ overall evaluations of A, and that this influence was mediated by the perceived humanness and the perceived happiness of A. Originality/value Numerous studies have examined humans’ reactions when they interact with a service robot or other synthetic agents that provide service. Future service encounters, however, will comprise also multi-robot systems, which means that there will be many opportunities for humans to be exposed to robot-to-robot interactions. Yet, this setting has hitherto rarely been examined in the service literature.

scholarly journals Customer experience challenges: bringing together digital, physical and social realms

2018 ◽  
Vol 29 (5) ◽  
pp. 776-808 ◽  
Author(s):  
Ruth N. Bolton ◽  
Janet R. McColl-Kennedy ◽  
Lilliemay Cheung ◽  
Andrew Gallan ◽  
Chiara Orsingher ◽  
...  
Keyword(s):  
Conceptual Framework ◽  
Social Presence ◽  
Dimensional Space ◽  
New Technology ◽  
Three Dimensional ◽  
Customer Experience ◽  
Service Robots ◽  
Service Research ◽  
Future Research ◽  
Content Type

PurposeThe purpose of this paper is to explore innovations in customer experience at the intersection of the digital, physical and social realms. It explicitly considers experiences involving new technology-enabled services, such as digital twins and automated social presence (i.e. virtual assistants and service robots).Design/methodology/approachFuture customer experiences are conceptualized within a three-dimensional space – low to high digital density, low to high physical complexity and low to high social presence – yielding eight octants.FindingsThe conceptual framework identifies eight “dualities,” or specific challenges connected with integrating digital, physical and social realms that challenge organizations to create superior customer experiences in both business-to-business and business-to-consumer markets. The eight dualities are opposing strategic options that organizations must reconcile when co-creating customer experiences under different conditions.Research limitations/implicationsA review of theory demonstrates that little research has been conducted at the intersection of the digital, physical and social realms. Most studies focus on one realm, with occasional reference to another. This paper suggests an agenda for future research and gives examples of fruitful ways to study connections among the three realms rather than in a single realm.Practical implicationsThis paper provides guidance for managers in designing and managing customer experiences that the authors believe will need to be addressed by the year 2050.Social implicationsThis paper discusses important societal issues, such as individual and societal needs for privacy, security and transparency. It sets out potential avenues for service innovation in these areas.Originality/valueThe conceptual framework integrates knowledge about customer experiences in digital, physical and social realms in a new way, with insights for future service research, managers and public policy makers.

A triple-trickle theory for sustainable fashion adoption: the rise of a luxury trend

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Iris Mohr ◽  
Leonora Fuxman ◽  
Ali B. Mahmoud
Keyword(s):  
Design Methodology ◽  
Product Positioning ◽  
Content Type ◽  
Common Basis ◽  
Generation Z ◽  
Sustainable Fashion ◽  
Media And Technology ◽  
Conceptual Foundations ◽  
Practical Implications

PurposeThis article critically synthesizes the literature on sustainable fashion, the movement behind it and plausible fashion adoption theories. Then, to build on those studies, developing a new theory about adopting sustainable fashion – mainly among millennials and Generation Z who are behind forwarding and adopting this fashion trend – is sought after.Design/methodology/approachThis is a theory-synthesized conceptual article that presents a literature-informed new theoretical structure pronouncing sustainable fashion adoption and its rise as a new luxury trend. That included explicating and unraveling the conceptual foundations and construction elements that different viewpoints use to articulate the trend under investigation and the searches for a common basis to construct a new and improved conceptual framework.FindingsThis study introduces the triple-trickle theory that incorporates the role of media and technology to organize and understand the diffusion of sustainable fashion and identify paths for future trickle-effects on fashion research.Research limitations/implicationsEven though this has the benefit of offering a vast array of views and evidence that offers an adequate problem inspection, further studies providing empirical evidence are needed to establish the external validity of the theory derived from this research.Practical implicationsThis theory can be applied to develop targeted practices to understand the diffusion and adoption of sustainable fashion and further practitioners’ understanding of product positioning, target marketing, marketing strategy and luxury opportunities in general.Originality/valueThough interest in sustainable fashion has increased among consumers, no theory or model exists to explain its adoption. Therefore, the triple-trickle theory is proposed and aimed to be a more relevant framework to offer a theoretical premise for future empirical investigations of sustainable fashion adoption.

Generation Z entering the workforce: the need for sustainable strategies in maximizing their talent

2018 ◽  
Vol 26 (4) ◽  
pp. 34-38 ◽  
Author(s):  
Bharat Chillakuri ◽  
Rajendra Mahanandia
Keyword(s):  
Design Methodology ◽  
Journal Articles ◽  
Content Type ◽  
Entry Level ◽  
Cohort Group ◽  
Generation Z ◽  
Efficiency And Effectiveness ◽  
New Generation ◽  
Practical Implications ◽  
Research Analysis

PurposeThe purpose of this paper is to understand the characteristics of the cohort Generation Z and identify strategies for maximizing their talent. The study emphasizes that it is critical for the organization to revisit their strategies so as to accommodate this cohort group. With Generation Z entering the workforce, the nature of entry-level jobs is changing; hence, HR needs to redesign their strategies to attract and engage Generation Z.Design/methodology/approachThe research design adopted for the study is exploratory in nature. The research analysis is based on the information/data collected from the journal articles, newspapers and various conferences and majorly from in-person discussions with the Generation Z cohort group.FindingsGeneration Z believes in multitasking and likes to learn everything on their own, underscoring their individuality. They believe in doing more in less time, and thus, efficiency and effectiveness are attributed to be part of their DNA.Research limitations/implicationsIt has to be accepted that very little is known about Generation Z as they have just started to enter the workforce. The next two years will have this cohort joining organizations in entry-level jobs. Organizations have to carefully watch and redesign their strategies to effectively engage this group, as they have no choice except to accept the new generation.Practical implicationsThe literature on Generation Z is scanty, as much of the scholarly research is done in isolation. However, prior studies indicate that Generation Z is tech-savvy and wants everything connected. Organizations will be forced to accept technology as the preferred medium of communication when Generation Z enters the organization.Originality/valueThe study presents an alternative for managing the Generation Z, thereby maximizing their talent in the workplace.

Listening to bank customers: the meaning of trust

2020 ◽  
Vol 12 (3) ◽  
pp. 355-370
Author(s):  
Aviv Kidron ◽  
Yvonne Kreis
Keyword(s):  
Design Methodology ◽  
Research Question ◽  
Relational Exchange ◽  
Exchange Relationship ◽  
Banking Services ◽  
Content Type ◽  
Main Research ◽  
Trust Beliefs ◽  
Structural Assurance ◽  
Customer Trust

Purpose In banking services, trust is crucial to any relational exchange situation. Using the example of Israeli banks, the main research question driving this paper is – What are the reasons for trusting or not trusting banks? To date, few studies have examined the reasons of ongoing low trust during so-called “normal times”. Design/methodology/approach This paper is unique in approaching the study of customer trust in banks through qualitative analysis by using the interdisciplinary trust approach. Findings The results offer important insights regarding situational normality, structural assurance and customers’ tendencies to trust the bank. The insights about trust derived from this complicated relationship between customers and banks reveals that customers grow dissatisfied and their level of trust consequently decreases when they perceive an imbalance in the exchange relationship with their bank. Originality/value This study provides novel insights into hidden attitudes and feelings behind each component of trust beliefs in the bank–customer trust relationship through interdisciplinary trust perspective.

Guests’ perceptions of robot concierge and their adoption intentions

2020 ◽  
Vol 32 (8) ◽  
pp. 2613-2633 ◽  
Author(s):  
Hyejo Hailey Shin ◽  
Miyoung Jeong
Keyword(s):  
Design Methodology ◽  
Hotel Industry ◽  
Service Robots ◽  
Service Encounter ◽  
Design Experiment ◽  
Service Encounters ◽  
Content Type ◽  
Hotel Service ◽  
Factorial Design Experiment ◽  
Different Levels

Purpose The hotel industry has witnessed an increasing number of service automation through service robots such as robot concierges. However, few studies have documented how to identify how hotel guests perceive a robot concierge for their service encounter. Therefore, the purpose of this study is to examine the effects of robot concierges on hotel guests’ attitudes and adoption intentions of robot concierges. Design/methodology/approach This study investigated the effects of robot concierges’ morphology and their level of interactivity with guests at different levels of hotel service on guests’ attitudes and their intentions to adopt robot concierges. To achieve the study’s objectives, this study conducted a 3 × 2 × 3 between-subjects factorial design experiment. Moreover, the survey asked questions about subjects’ preferences of their service encounters (e.g. human employees, robot concierges and/or no preference) and reasons for their selected preference. Findings The results demonstrated that the robot’s morphology significantly influenced guests’ attitudes toward robot concierges. In particular, the caricatured robot was the most preferred morphology of robot concierges. The findings showed that even if guests had favorable attitudes toward robot concierges, they preferred human employees to robot concierges because of humans’ sincere and genuine interactions. Originality/value This study contributes to the literature by investigating the causal impacts of the morphology of robot concierges, level of interactivity and level of hotel service on guests’ attitudes toward robot concierges. The thematic analysis of service encounter preference provides an overview of the factors that guests expect for their service encounters in a hotel setting.

The service triad: an empirical study of service robots, customers and frontline employees

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gaby Odekerken-Schröder ◽  
Kars Mennens ◽  
Mark Steins ◽  
Dominik Mahr
Keyword(s):  
Empirical Study ◽  
Social Presence ◽  
Service Robots ◽  
Service Robot ◽  
Equation Modeling ◽  
Frontline Employees ◽  
Content Type ◽  
Casual Dining ◽  
Utilitarian Value

PurposeRecent service studies suggest focusing on the service triad consisting of technology-customer-frontline employee (FLE). This study empirically investigates the role of service robots in this service triad, with the aim to understand the augmentation or substitution role of service robots in driving utilitarian and hedonic value and ultimately customer repatronage.Design/methodology/approachIn study 1, field data are collected from customers (n = 108) who interacted with a service robot and FLE in a fast casual dining restaurant. Structural equation modeling (SEM) is used to test hypotheses about the impact of service robots' anthropomorphism, social presence, value perceptions and augmentation opportunities in the service triad. In study 2, empirical data from a scenario-based experimental design (n = 361) complement the field study by further scrutinizing the interplay between the service robot and FLEs within the service triad.FindingsThe study provides three important contributions. First, the authors provide empirical evidence for the interplay between different actors in the “customer-FLE-technology” service triad resulting in customer repatronage. Second, the empirical findings advance the service management literature by unraveling the relationship between anthropomorphism and social presence and their effect on perceived value in the service triad. And third, the study identifies utilitarian value of service robots as a driver of customer repatronage in fast casual dining restaurants.Practical implicationsThe results help service managers, service robot engineers and designers, and policy makers to better understand the implications of anthropomorphism, and how the utilitarian value of service robots can offer the potential for augmentation or substitution roles in the service triad.Originality/valueBuilding on existing conceptual and laboratory studies on service robots, this is one of the first field studies on the service triad consisting of service robots – customers – frontline employees. The empirical study on service triads provides evidence for the potential of FLEs to augment service robots that exhibit lower levels of functional performance to achieve customer repatronage. FLEs can do this by demonstrating a high willingness to help and having excellent interactions with customers. This finding advocates the joint service delivery by FLE – service robot teams in situations where service robot technology is not fully optimized.

Contagions in interconnected power markets

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rangga Handika
Keyword(s):  
High Risk ◽  
Design Methodology ◽  
Multinomial Logit ◽  
Power Markets ◽  
Demand And Supply ◽  
Content Type ◽  
Market Participants ◽  
Alternative Approach ◽  
Contagion Risk

PurposeThis paper offers an alternative approach to assessing contagions in price and load in the Australian interconnected power markets. This approach enabled us to identify a high-risk region and assess the direction of contagions from both buyers' and sellers' perspectives.Design/methodology/approachThe author used a multinomial logit method to measure contagions. Having identified the exceedance and coexceedances, the author estimated the multinomial logit coefficients of the covariates explaining the probability of a certain number of coexceedances.FindingsMarket participants should recognize the presence of contagion risk and scrutinize price and load dynamics in the NSW and VIC regions to anticipate any simultaneous extreme changes. Regulators need to stabilize the demand and supply sides in those regions to minimize any possible contagions.Originality/valueThis paper presents a pioneering study investigating contagion in the Australian interconnected power markets.

scholarly journals Tourism and the new generations: emerging trends and social implications in Italy

2018 ◽  
Vol 4 (1) ◽  
pp. 7-15 ◽  
Author(s):  
Salvatore Monaco
Keyword(s):  
Design Methodology ◽  
New Technologies ◽  
Demographic Variables ◽  
Computer Assisted ◽  
Special Focus ◽  
Tourist Industry ◽  
Content Type ◽  
Empirical Survey ◽  
Generation Z ◽  
Emerging Trends

Purpose The purpose of this paper is to outline the profile of Italian tourists belonging to the new generations: Millennials or Generation Y (approximately people born in the 1980-1995 period) and post-Millennials or Generation Z (approximately people born in the 1996-2010 period). Design/methodology/approach After reviewing some of the more interesting research on Millennials and post-Millennials, the paper will present the results of an unpublished online empirical survey conducted on a sample of 200 Italian web users who agreed to participate. The questionnaire, administered via computer-assisted web interviewing system, consists of structured questions concerning the practices, attitudes, emerging needs and use of new technologies that characterize Millennials and post-Millennials, with a special focus on tourism. Findings The research will consider the differences between the two groups, as well as possible differences within each group linked to other socio-demographic variables (such as gender and area of residence). Originality/value The paper addresses a series of innovative questions: what are the practices of Millennials and Post-Millennials as tourists? What are the needs of these generations that the tourist industry must respond to? How do new technologies support Millennials and post-Millennials in their tourism choices? What are the main differences between Millennials and post-Millennials?

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