Man vs machine: examining the three themes of service robotics in tourism and hospitality

There is a growing need in the tourism and hospitality literature to harmonise service robots and artificial intelligence’s (AI) meaning and foundations, while also offering guidance on future discussions and research. We operationalize MacInnis’ Journal of Marketing, 75(4), 136–154, (2011) conceptual contribution to derive insights regarding service robots in the tourism and hospitality domain. This paper adopts an interdisciplinary stance and integrates insights from the tourism, hospitality, philosophy, psychology, sociology, management, robotics, information technology and marketing fields. Service robotics and related tourism and hospitality research follow three basic themes: deployment, acceptance and ethical considerations. The findings on the use of service robotics are subsequently delineated and a summary of the tourism and hospitality field’s current research needs is provided.