Date of Award
1-1-2025
Document Type
Dissertation
Degree Name
Ph.D. in Business Administration
First Advisor
Mary Roseman
Second Advisor
Eun Kyong (Cindy) Choi
Third Advisor
Hyun-Woo (David) Joung
School
University of Mississippi
Relational Format
dissertation/thesis
Abstract
This two-part research project explores the evolving roles and impact of service robots (SRs) with and without artificial intelligence (AI) capabilities in the hospitality industry. Study 1 conducted a content analysis of 28 peer-reviewed quantitative articles published between 2020 and 2024. Those articles selected based on PRISMA guidelines with inclusion criteria focused on U.S. hotels, quantitative research, peer-reviewed research, and exclusion of qualitative research, meta-analysis, and non-U.S.-focused studies. The results indicate that most existing research focuses on the customer perspective, with limited attention to managers and employees. In recent years, research increasingly explores the impact of SRs on customer satisfaction, health and safety, and personalization capabilities, but few studies analyze the perspectives of hotel professionals.
Based on these findings, Study 2 uses a technology-organization-environment (TOE) framework-based quantitative survey to investigate the intentions of hotel managers and employees to continue using service robots with and without artificial intelligence capabilities (AI-SRs). Data was collected from 208 hotel professionals with AI-SR experience in the United States, testing 21 hypotheses related to the TOE framework: technology (relative advantage, compatibility, complexity), organizational (technology acceptance, management support) and environmental (competitive pressure, social influence) factors. The model included the moderating role of cultural background (collectivism vs. individualism). In addition, this study examined the impact of demographic factors (age, gender, income level, education level, nationality, and years of SR work experience) on intention to continue using AI-SRs. The results showed that there were differences in the intention to continue using AI-SRs between managers and employees. Cultural background significantly moderated several TOE variables, while demographic characteristics such as income level and SR work experience influenced attitudes toward SRs. In summary, this study provides insights and recommendations for the adoption of AI-SRs by hotel management, and includes the expansion of the TOE framework by incorporating cultural background as moderator, along with demographic perspectives.
Recommended Citation
Hu, Bingtao, "The Integration and Impact of Service Robots and Artificial Intelligence in the Hotel Industry" (2025). Electronic Theses and Dissertations. 3297.
https://egrove.olemiss.edu/etd/3297