Check-In With A Chatbot: How Robots are Redefining the Smart Hotel Experience

Abstract

The research by Wang and Fu explores how guests perceive and experience smart hotels, with a particular focus on human–robot interaction. Analyzing 546 online reviews from Chinese travelers, the study identifies five key dimensions of guest gratification: utilitarian, sensual, social, experiential, and overall satisfaction. Guests praised smart servicescapes, robot efficiency, and novelty, while also expressing emotional connections and expectations for personalized interaction. The findings offer hospitality leaders a roadmap for designing smart hotel experiences that are not only functional but emotionally engaging.

Original Article

Wang, J., & Fu, X. (2024). Unveiling the human–robot encounter: guests’ perspectives on smart hotel experience. Journal of Hospitality and Tourism Technology, 15(5), 701-716.

Recommended Citation

Wang, Jiaxin Sylvia and Fu, Xiaoxiao (2026) "Check-In With A Chatbot: How Robots are Redefining the Smart Hotel Experience," Rosen Research Review: Vol. 6: Iss. 1, Article 12.
Available at: https://stars.library.ucf.edu/rosen-research-review/vol6/iss1/12

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