What shapes of robots are preferred by consumers in hospitality services?

From one of our research, we found that nonphysical robots, like artificial intelligence in smartphones (Please see photo 6 below), are the most easily identified and preferred shape (mean: 3.65). We can also see from the following pictures and statistics that trash bins (photo 2) or tray robots (photo 4) (mean: 3.49; 3.47, respectively) are also preferred by consumers in the hospitality industry. An interesting point is that Human-looking robots
(photo 1) appeared only one from the lowest preferred (mean: 3.35). It may be because it scares consumers and it requires more research to be done in the future to understand this situation. The spider shape robot was the lowest preferred (mean: 2.31) robot (photo 5) and it lacked hospitality service application.

In conclusion, we can say that human shape robots may not be preferred always in the service sector. Consumers may like nonphysical shape robots because they may provide consumers a sense of control instead of getting scared looking at their scary shapes such as spider robots.

To know more about this research, please visit our following published research in a TOP journal –

de Kervenoael R.;Hasan R.;Schwob A.;Goh E. (2020) ‘Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots’. Tourism Management, 78 [DOI][Details]