Paul Hanna

Papers

Total Citations

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About

Dr. Paul Hanna is a pioneering researcher at the intersection of hospitality management and human-robot interaction, with a particular focus on how emerging technologies reshape service encounters. His most influential work, "Spicing up hospitality service encounters: the case of Pepper™" (2021, 92 citations), critically examines the integration of Softbank Robotics' humanoid robot Pepper™ into real-world hospitality settings. By evaluating two distinct service prototypes—Pepper as an information provider (receptionist) and as an order-taking assistant—Dr. Hanna provides foundational insights into the practical, social, and experiential implications of deploying service robots in hotels and restaurants. This research has been widely cited by scholars exploring the future of automated hospitality, the design of human-robot interactions, and the balance between technological efficiency and guest comfort. Dr. Hanna’s work is notable for its empirical rigor and its timely relevance to an industry rapidly adopting AI-driven solutions. His contributions help bridge the gap between robotic capabilities and the nuanced demands of service excellence, making him a key voice in understanding how robots can enhance—rather than replace—the human touch in hospitality.