The Impact of Service Automation and Robotics on Hospitality Business Models
Madhu Kumari, Suneel Kumar, Nisha Devi · Advances in business information systems and analytics book series · 2025
This study aims to comprehensively evaluate research on the role of service automation and robots in changing business models in the hospitality industry as well as identifying research gaps and future research initiatives. To investigate how automatic services and robotics have an effect on hospitality business models and provider enterprise models, this examination uses bibliometric analysis. The findings show that service automation enhances operational reduces labor costs, improves consumer experience, and increases operational consistency and efficiency. However, challenges include initial investment costs, technological maintenance, and potential reductions in the human touch that some customer's value. This study emphasizes the use of service robots in hospitality while noting limitations and making recommendations for further research.