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Hotel managers’ perceptions towards the use of robots: a mixed-methods approach
Information Technology & Tourism ( IF 6.093 ) Pub Date : 2020-09-12 , DOI: 10.1007/s40558-020-00187-x Stanislav Ivanov , Faruk Seyitoğlu , Martina Markova
Information Technology & Tourism ( IF 6.093 ) Pub Date : 2020-09-12 , DOI: 10.1007/s40558-020-00187-x Stanislav Ivanov , Faruk Seyitoğlu , Martina Markova
Adopting a supply-side perspective, the paper analyses Bulgarian hotel managers’ perceptions of service robots using a convergent mixed methods design. Structured quantitative data were collected from 79 managers using a questionnaire, while interviews were used for the collection of qualitative data from 20 managers. The findings indicate respondents feel that repetitive, dirty, dull, and dangerous tasks in hotels would be more appropriate for robots, while hotel managers would rather use employees for tasks that require social skills and emotional intelligence. The individual characteristics of respondents and the organisational characteristics of the hotels they currently worked in played little role in their perceptions of service robots. The managers considered that robots would decrease the quality of the service and were generally not ready to use robots. Additionally, the interviewees indicated that skilled and well-trained employees were more valuable and more adequate than robots for the hospitality and tourism industry. Theoretical and managerial implications are provided as well.
中文翻译:
饭店经理对使用机器人的看法:混合方法
本文采用供应方的观点,使用融合的混合方法设计来分析保加利亚酒店管理者对服务机器人的看法。使用问卷从79名经理中收集了结构化的定量数据,而访谈则从20名经理中收集了定性数据。调查结果表明,受访者认为重复,肮脏,无聊和危险的酒店工作更适合机器人,而酒店经理宁愿使用员工来完成需要社交技能和情商的任务。受访者的个人特征和他们目前工作的酒店的组织特征在他们对服务机器人的理解中起着很小的作用。经理们认为,机器人会降低服务质量,因此通常不准备使用机器人。此外,受访者表示,熟练和训练有素的员工比酒店和旅游业的机器人更有价值,也更胜任。还提供了理论和管理方面的含义。
更新日期:2020-09-12
中文翻译:
饭店经理对使用机器人的看法:混合方法
本文采用供应方的观点,使用融合的混合方法设计来分析保加利亚酒店管理者对服务机器人的看法。使用问卷从79名经理中收集了结构化的定量数据,而访谈则从20名经理中收集了定性数据。调查结果表明,受访者认为重复,肮脏,无聊和危险的酒店工作更适合机器人,而酒店经理宁愿使用员工来完成需要社交技能和情商的任务。受访者的个人特征和他们目前工作的酒店的组织特征在他们对服务机器人的理解中起着很小的作用。经理们认为,机器人会降低服务质量,因此通常不准备使用机器人。此外,受访者表示,熟练和训练有素的员工比酒店和旅游业的机器人更有价值,也更胜任。还提供了理论和管理方面的含义。