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The role of service robots in enhancing customer experience and satisfaction in the hospitality industry

Rimple MANCHANDA

Tourism and Hospitality Management2026https://doi.org/10.20867/thm.32.2.12article
ABDC C
Weight
0.50

What the paper says

Purpose – The purpose of this study is to explore the adoption of service robots in the hospitality industry and its impact on customer satisfaction. Key factors such as perceived usefulness, perceived ease of use, human-robot interaction, and service quality are investigated to understand the influence of automation on consumer experience. Methodology/Design/Approach – The mode of approach was quantitative survey-based, gathering feedback from hospitality customers who have interacted with service robots. The study was conducted in hospitality establishments in India, that have adopted the service robots. Regression analysis was used to analyse the relationship that the identified factors have with customer satisfaction. Findings – Results show that the perceived ease of use and service quality have significant impacts on customer satisfaction, and human-robot interaction plays a moderating role. Customers tend to perceive service robots favourably when they are efficient, seamless, and high-quality in their service. However, emotional and interactive elements are still a challenge for full acceptance. Originality of the research – This research extends the TAM and Service Quality Theory to the hospitality sector, with new insights into a customer’s perception of service robots. It contributes to academic literature by establishing a link between automation, service quality, and customer experience in a highly dynamic industry.

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https://doi.org/https://doi.org/10.20867/thm.32.2.12

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@article{rimple2026,
  title        = {{The role of service robots in enhancing customer experience and satisfaction in the hospitality industry}},
  author       = {Rimple MANCHANDA},
  journal      = {Tourism and Hospitality Management},
  year         = {2026},
  doi          = {https://doi.org/https://doi.org/10.20867/thm.32.2.12},
}

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The role of service robots in enhancing customer experience and satisfaction in the hospitality industry

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Evidence weight

0.50

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.50 × 0.4 = 0.20
M · momentum0.50 × 0.15 = 0.07
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.