Skoči na glavni sadržaj

Tourism and hospitality management, Vol. 31 No. 3, 2025.

Izvorni znanstveni članak

https://doi.org/10.20867/thm.31.3.1

A study on the perception of hotel employees towards service robots in developing countries, a case of Vietnam

Ping-Tsan Ho orcid id orcid.org/0000-0001-6695-9626 ; Associate Professor National Kaohsiung University of Science and Technology, Department of Tourism Management, Taiwan
Yi-Min Li ; Professor National Kaohsiung University of Science and Technology, Department of Tourism Management, Taiwan
Minh-Thu Ho ; Ph.D. Candidate National Kaohsiung University of Science and Technology, Department of Tourism Management, Taiwan FPT University Can Tho Campus, Faculty of Business Administration, Vietnam
Hsuan-Tso Kuo ; Ph.D. Student National Kaohsiung University of Science and Technology, Department of Tourism Management, Taiwan
Mai-Uyen Nguyen ; Ph.D., National Kaohsiung University of Science and Technology, Department of Tourism Management, Taiwan FPT University Can Tho Campus, Faculty of Business Administration, Vietnam *

* Dopisni autor.

Puni tekst: engleski pdf 372 Kb

verzije

str. 333-343

preuzimanja: 382

citiraj

Sažetak

Purpose – This study aims to find out how knowledgeable Vietnamese hotel employees are
about service robots.
Design – An in-depth interviewing technique was used with 43 hotel employees who worked
in the department of Front Office and Food & Beverage.
Methodology/Design/Approach – Data analysis and interpretation techniques included both
quantitative and qualitative approaches. This examination was carried out using a phenomenological approach. Thematic analysis was used to examine the data.
Findings – Half of the participants had heard of “service robots” and could define them using
their attributes and functions. Hotel staff discussed the potential advantages and disadvantages of applying service robots for the hotel, customers, and themselves. Lastly, the study
demonstrates how ready Vietnamese hotel employees are to collaborate with service robots.
Specifically, Gen Z personnel are more prepared than Gen Y personnel.
Originality of the research – This research contributes novel insights into the evolving dynamics of the hospitality industry in Vietnam, particularly regarding the adoption of service
robots. This topic has garnered limited attention in the context of developing countries.

Ključne riječi

hotel, hotel employees, service robot, readiness

Hrčak ID:

334794

URI

https://hrcak.srce.hr/334794

Datum izdavanja:

29.8.2025.

Posjeta: 849 *