Centre for Tourism Research, Development and Innovation

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Publicações

Robot Coworkers: The Vision of Future Hoteliers

Publication . Carvalho, Inês; Lopes, Sofia; Madeira, Arlindo; Palrão, T.; Mendes, Alexandra Sofia

The purpose of this study is to understand how future employees in the hospitality and tourism industry envision the use of artificial intelligence in the organizations where they wish to work in the future. Through open-ended questions applied to undergraduate and master’s students in the area of tourism and hospitality, we capture their opinions when thinking about the partial or total use of robots in hospitality. Despite the increasing implementation of artificial intelligence in hospitality and tourism, existing research mainly focuses on current hoteliers and/or customers. However, anticipating how digital generations expect their future roles in a close engagement with robots allows researchers to predict and focus their attention on future problems. Their statements were subjected to a qualitative content analysis methodology, based on themes and sentiment. Participants expressed a negative view of the presence of robots in hospitality, mostly associated with a fear of job loss. Many also reported that interacting with robots is negative for both staff and customers due to robots’ lack of emotions. However, there is some division concerning the impact of robots on service quality: some believe that the service will be more efficient and with fewer failures; others believe that the limitations of robots will lead to worse service. The findings suggest that the acceptability and desirability of robotization may vary depending on the level of robotization in hotels, on the type of customer, and on the level of service provided.

2022-06-20Artigo científico

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Publication . Carvalho, Inês; Madeira, Arlindo; Monteiro, Anabela; Lopes, Sofia; Palrão, Teresa

Intangible cultural heritage, such as music, often becomes the symbol of urban spaces. One example is fado, a music genre that originated in Lisbon, Portugal. With the increasing prominence of fado as a cultural heritage, an increasing number of tourists are attracted to fado shows. In this context, this study seeks to answer the following research question: “How do emotion and authenticity relate to visitors’ overall satisfaction in fado venues?”. Based on mixed methods research (descriptive statistics, inferential statistics, and content analysis), 2653 TripAdvisor reviews of four fado venues in Lisbon were analyzed. We conclude that although both authenticity and emotion are highly associated with overall satisfaction, lack of authenticity was not markedly associated with dissatisfaction. The most recent fado house is perceived as the most authentic one.

2023-07-27Artigo científico

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Entidade financiadora

Fundação para a Ciência e a Tecnologia

Programa de financiamento

6817 - DCRRNI ID

Número da atribuição

UIDB/04470/2020