1.
Kunal Sinha
– Sarala Birla University, Ranchi, Jharkhand, India.
2.
Abhaya Ranjan Srivastava
– Sarala Birla University, Ranchi, Jharkhand, India.
3.
Pawan Koul
– Sarala Birla University, Ranchi, Jharkhand, India.
Abstract
With the development of technology, the development of robot and robotic technologies has begun to be used in the hospitality industry. In light of these developments, the study was conducted on first robot-based restaurant in India, the Robo chef restaurant as a typical case sample and analysed 328 visitor reviews about the restaurant on Indian Food Freak website and OpenTable web sites. As a result of these analysis, three themes (robots and robotics performance, visitor emotions and experiences, and price performance) were determined by using thematic analysis method and making use of the literature. It aims to contribute to the discussions about the visitor comments and complaints about the use of robot and robotic technologies in the hospitality industry and the use of these technologies in hospitality. Analysis of the emotions and experiences of visitors stated that robots and robotics were met with fun, strange and interesting, but at the same time, visitors were disappointed with the performance of robots and robotics, and robots and robotics provided services below their expectations. As a result of the analyses made on the price performance of the Robo chef robot restaurant, it was not clear whether the restaurant prices were appropriate or not.
Keywords Robotic Restaurant, Service, Visitor Experiences, Hotel Industry
