Robots and artificial intelligence are essential to the future of the hospitality industry, and they are receiving increasing interest from hotel managers and researchers. However, the adoption of robotic services in hotel operations is a challenging task owing to the current level of technology and lack of understanding on the relationship between various aspects of robotic services and customer satisfaction. Moreover, no prior study has examined the service attributes of robots in hotels. To fill these gaps, this study analyzes customers’ sentiments on major hotels employing robotic services expressed through online reviews. A list of robot quality and operational area attributes is first constructed, through which underperforming robot service areas are identified. Sentiments on robotic services have a positive correlation with hotel service satisfaction, which plays an important role in determining the overall satisfaction of customers. The analysis and findings are valuable to researchers and managers for future research and adoption of robotic services in hotels.

机器人和人工智能对酒店业的未来至关重要，酒店经理和研究人员对它们越来越感兴趣。然而，由于目前的技术水平以及对机器人服务各方面与客户满意度之间的关系缺乏了解，在酒店运营中采用机器人服务是一项具有挑战性的任务。此外，之前没有研究检查过酒店机器人的服务属性。为了填补这些空白，本研究分析了客户对通过在线评论表达的对采用机器人服务的主要酒店的看法。首先构建机器人质量和操作区域属性列表，通过该列表识别表现不佳的机器人服务区域。对机器人服务的情绪与酒店服务满意度呈正相关，在决定客户整体满意度方面起着重要作用。分析和发现对于研究人员和管理人员未来研究和在酒店中采用机器人服务很有价值。