Service robots in the hospitality industry: A state-of-the-art literature review

This chapter presents a state-of-the-art literature review of the past research on service robots in the hospitality sector. Data collection took place between October 2021 and March 2022. The sample is made up of articles that have been published since 2017, which is the earliest research that is available. The dataset (Akiskali et al., 2022) included fifty-nine articles retrieved from the Web of Science, Google Scholar, and Scopus databases. Analysis followed micro-classification of the retrieved articles into three categories based on their focus of study: service robots' relationships with (1) customers, (2) employees, and (3) firms. Results and conclusions provide an overview of the existing literature and suggest directions for the future.