Purpose The rapid growth in volume and value of on-demand restaurant food delivery, accelerated by the COVID-19 pandemic, is causing a paradigm shift in the food service sector. However, there is a lack of hospitality management research into this emerging phenomenon. To address this gap, this...

Purpose: Using the Delphi technique, this paper aims to investigate how human resource experts perceive service robots will impact leadership and human resource management in the hospitality industry. Design/methodology/approach: A three-stage Delphi study with hotel industry human resource...

Purpose: Automation poses to change how service work is organized. However, there is a lack of understanding of how automation influences specific sectors, including specific hospitality jobs. Addressing this gap, this paper looks at the relative automatability of jobs...

Purpose: This paper aims to explore the implications of integrating humanoid service robots into hospitality service encounters by evaluating two service prototypes using Softbank Robotics’ popular service robot Pepper™: to provide information (akin to a receptionist) and to facilitate...