Service Robots in Hospitality and Tourism Before and During the COVID-19: Bibliometric Analysis and Research Agenda

Abstract

This study presents a comprehensive framework for and viewpoint on the research landscape of service robots within the hospitality and tourism context. Employing a bibliometric analysis, we examined the existing body of research on robots published in both hospitality and tourism and B&M journals. Our findings reveal that, compared to those within the hospitality and tourism context, studies in B&M have explored a broader range of topics and delved deeper into the realm of research on robots. Conversely, research in the hospitality and tourism field has predominantly focused on examining factors and outcomes associated with customer experiences in relation to robot services. Our study highlights the need for future research agendas in the field of service robot research within the hospitality and tourism context. By identifying the research gaps and emerging trends, the present study contributes to the development of this expanding area of study.