The rise of visible embodied service robots: Some practical insights for the hospitality and tourism industry

Prof. Lisa Chun Ying WAN, Acting Director for the School of Hotel and Tourism Management, The Chinese University of Hong Kong

Date: 19 May 2023 (Friday)
Time: 10:00 am – 11:30 am
Venue: E22-G015
Host: Prof. Yuansi HOU, Associate Professor in International Integrated Resort Management
Online registration: https://umac.au1.qualtrics.com/jfe/form/SV_aeBtxJeakjw6ej4

 

Abstract

Although invisible Artificial Intelligences are ubiquitous, the COVID-19 pandemic has increased the demand for visible embodied robots in high-contact service industries like hospitality and tourism. In the coming years, there is an anticipation of increased popularity for contactless services, including robot receptionists, robot delivery, and other similar services. The market size for hospitality service robots is estimated to reach US$3,083 million by 2030, registering a CAGR of 25.5% from 2021 to 2030.

Since hospitality and tourism settings are characterized by elaborative interpersonal interactions, previous literature has consistently found that service robots with humanoid (vs. non-humanoid) appearance have more advantages in service interactions. However, I suggest that this is not always the case. In this seminar, I will share some of my research findings about consumer reactions to humanoid robots.

Speaker

Prof. Lisa C. Wan is an Associate Professor of School of Hotel and Tourism Management and Department of Marketing at CUHK Business School. She is also a Co-Director of the Centre for Hospitality and Real Estate Research. Professor Wan has received numerous teaching awards, including the prestigious University Education Award in 2021.
Her research has appeared in the top-tier marketing, hospitality and tourism journals, including Journal of Consumer Research, Annals of Tourism Research, Tourism Management, International Journal of Hospitality Management, Journal of Hospitality and Tourism Research, and Journal of Business Research, etc.

All are welcome!