Browsing by Author "Jain, Namrata Rajendra Kumar"

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    Does robotic service improve restaurant consumer experiences? An application of the value-co-creation framework
    (Taylor & Francis, 2023) Jain, Namrata Rajendra Kumar; Liu-Lastres, Bingjie; Wen, Han; Tourism, Conventions, and Event Management, School of Health and Human Sciences
    One recent application of technology In the foodservice industry involves robotic services in restaurants, mainly because it reduces labor costs and increases efficiencies. Driven by the value co-creation framework, the purpose of this study was to examine the impact of robot service on restaurant customer experiences and satisfaction. The sample includes a total of 1381 reviews posted from January 2015 to January 2020. This study used the software Leximancer to analyze the data and identified the following themes: Food, Robot, Quality, Ordering and Delivery Serivces. The findings further indicated that robotic services play an essential role in creating positive dining experiences and are more likely to lead to higher satisfaction levels. Based on the results, this study discussed how robotic services might contribute to customers’ value co-creating process and affect their evaluation of the dining experiences. This study, however, is delimited to English reviews and North American restaurants.
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    Examining the Impacts of Robot Service on Hotel Guest Experience
    (2021-05) Jain, Namrata Rajendra Kumar; Liu-Lastres, Bingjie; Fu, Yao-Yi; Mirehie, Mona
    The aim of the study is to assess the impact of robot service on hotel guest experiences. Application of technology in tourism and hospitality services is growing each day. Using robots in hospitality establishment is becoming more and more popular, mainly because it can help cut down the labor costs, increase efficiency and reduce human contacts. Very few studies, however, have been done on examining customer experience regarding robots used in the hotel. Social media sites such as TripAdvisor are popular platforms where people share their first-hand experiences. Hence, this study focuses on studying the reviews of robotic hotels. Using the software Leximancer, reviews were studied and categorized in different themes to understand if the presence of the robot would create positive or negative experience for customers. The sample of the study included total of 2383 reviews related to robotic hotels from TripAdvisor from January 2011 to October 2020. The findings highlighted the major themes as Room, Robot, Hotel and Staff and their relationship with the ratings. It also provided insights into the contribution of robot service to consumer’s hotel experiences.