- 期刊
Literature Review and Perspectives on Service Robots in Hospitality and Tourism Industry -- Based on the Research Method of Bibliometric
摘要
The International Federation of Robotics defines SERVICE ROBOT as a category of robots that is partially or fully automated that performs practical tasks for human beings. In recent years, with the constant development of artificial intelligence and machine learning technologies, the using of service robots in hospitality and tourism has been rapidly popularized in the post-epidemic era. The application of service robots is expected to improve enterprise productivity, reduce costs, change the service characteristic and the customer experience, even convert the relationship between customers and suppliers. However, due to the late start of relevant application practices, the practical and theoretical research in this area lack systematic integration. Essays and research papers in the subject area are also confusing and unorganized. In view of this, this paper provides an overview of the main research on service robots in marketing, with a brief review, and attempts to suggest forward-looking developments. Based on the research method of CiteSpace, a Bibliometric approach to knowledge mapping analysis, this paper explains the research progress and hot spots in this area since 2001. This is followed by a brief conceptual definition and the Major presentations of four important theories: Social Presence theory; Robot Anthropomorphism; Social Cognition Theory and Uncanny Valley. Finally, the strategy for the development of the disciplinary research field and the optimization of the research methodology is discussed.