... by exploring how AI service robots might enhance feedback collection, compared to human approaches across various scenarios. Design/methodology/approach Conceptualized on the commitment-trust theory, this research delves into the relationship between motivation and willingness to share customer feedback...

...Sunny Sun; Huiyue Ye; Rob Law Purpose Along with the rapid development of the robotic technology, various service robots, such as service delivery robots, have been gradually applied in hospitality. Although previous studies have examined the advantages or future trends of service robots, the use...

...Janelle Chan Purpose Besides the mainstream discussion around customer expectation, this study aims to review would customer surprise be influential in up- and cross-selling. Although hotel customers are becoming more used to robotic services, due to a negative impression of the robot’s lack...