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Service robots in online reviews: Online robotic discourse

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  • Borghi, Matteo
  • Mariani, Marcello M.

Abstract

•Online reviews used to track customers' discourse about hospitality service robots.•50,000 TripAdvisor online reviews from 19 international hotels are analysed.•Trend analyses show different levels of robotic discourse across the hotels.•On average online reviews covering robots increase over time.•Reviews covering robots show different and distinctive features.

Suggested Citation

  • Borghi, Matteo & Mariani, Marcello M., 2021. "Service robots in online reviews: Online robotic discourse," Annals of Tourism Research, Elsevier, vol. 87(C).
    • Handle: RePEc:eee:anture:v:87:y:2021:i:c:s0160738320301808
    DOI: 10.1016/j.annals.2020.103036
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    References listed on IDEAS

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    1. Mariani, Marcello & Borghi, Matteo, 2019. "Industry 4.0: A bibliometric review of its managerial intellectual structure and potential evolution in the service industries," Technological Forecasting and Social Change, Elsevier, vol. 149(C).
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    Cited by:

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    5. Kim, Jong Min & Lee, Eunkyung & Mariani, Marcello M., 2021. "The influence of launching mobile channels on online customer reviews," Journal of Business Research, Elsevier, vol. 137(C), pages 366-378.
    6. Mariani, Marcello M. & Machado, Isa & Magrelli, Vittoria & Dwivedi, Yogesh K., 2023. "Artificial intelligence in innovation research: A systematic review, conceptual framework, and future research directions," Technovation, Elsevier, vol. 122(C).
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    8. Liu, Xing (Stella) & Yi, Xiao (Shannon) & Wan, Lisa C., 2022. "Friendly or competent? The effects of perception of robot appearance and service context on usage intention," Annals of Tourism Research, Elsevier, vol. 92(C).
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