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Spicing up hospitality service encounters: the case of Pepper™
(Emerald, 2021)
Purpose
This paper aims to explore the implications of integrating humanoid service robots into hospitality service encounters by evaluating two service prototypes using Softbank Robotics’ popular service robot Pepper™: ...
Intelligent Automation in Hospitality: Exploring the Relative Automatability of Frontline Food Service Tasks
(Emerald Publishing, 2021)
Purpose
Automation poses to change how service work is organized. However, there is a lack of understanding of how automation influences specific sectors, including specific hospitality jobs. Addressing this gap, this ...