Interaction between hotel service robots and humans: A hotel-specific Service Robot Acceptance Model (sRAM)

The growing implementation of robotics in hospitality and tourism requires broader research into customers' experience with service robots. This study explores human-robot interaction (HRI) in the context of tourists interacting with hotel service robots. The data, 7994 online TripAdvisor reviews of 74 hotels, were subjected to a content analysis based on the Service Robot Acceptance Model (sRAM) and its dimensions (functional, social-emotional and relational). A sentiment analysis was also carried out. The results identify the principal dimensions and variables involved in HRI and the feelings robots inspire in different types of travellers. Guests most often comment on the functional dimension. Robots' functions determine this experience and influence the interaction between robots and hotel guests. [Display omitted] •Proposal for a hotel-specific service robot acceptance model.•Main interactions with robots: customer reception, baggage and room service.•Relevance of the social-emotional dimension in hotels: the wow effect.•Technical development is needed to improve robots' relational capabilities.•Errors in any dimension generate insecurity, frustration and anger in customers.