Customers Satisfaction on Robots, Artificial Intelligence and Service Automation (RAISA) in the Hotel Industry: A Comprehensive Review

Due to the 4th Industrial Revolution, Artificial Intelligence and other internet technologies such as RAISA (Robots, Service Automation) have been adopted in various industries, including hospitality tourism industry. As industry traditionally offers services through manual labor force, more companies adopt a commercial service form of chatbots, delivery robots, robot concierge, conveyor restaurants, self-service information/check-in/check-out kiosks, many others. The current academic resources mainly focus on customer perception or evaluation robots themselves, few studies link with customers’ overall experience services. This study aims evaluate status hotel propose directions for future research. Thirty-seven articles were identified from Google Scholar. These reviewed four perspectives, namely, journal/year distribution, methodology, research context, theoretical foundation. Findings reveal that most RAISA’s impacts industry, quality, acceptance service, satisfaction factors influencing Customers’ Satisfaction quantitative approach is dominant method. To this end, five cover outstanding themes follows: 1) strategic assessment performance, 2) financial employment, 3) 4) macro environment hotels, 5) premium determinants RAISA.