Selecting Robots to Take Over Tasks in Hospitality Settings: Joining Two Research Fields

Klaas Koerten*, David Abbink

*Corresponding author for this work

Research output: Chapter in Book/Conference proceedings/Edited volumeChapterScientificpeer-review

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Robotic assistance for work processes in the hospitality industry is receiving increased attention both in the hospitality industry and in academic research. Unfortunately, academic literature about hospitality robotics is currently disjointed, making it hard for hospitality professionals to decide which processes to target, and which available robotic systems would result in benefits (or limitations) for the organisation, employees or guests. Similarly, it is hard to understand what robotic functionalities need to be developed for particular processes, or what future functionalities to expect from ongoing developments in the robotics field. Researching hospitality robotics requires expertise in both fields. With this chapter, we try to give an insight in the things that should be considered when designing and evaluating the effectiveness of robots in a hospitality work environment. We do this by illustrating how robots can influence many interactions in a work environment and we present a conceptual framework for mapping these different interactions.

Original languageEnglish
Title of host publicationDigital Transformation of the Hotel Industry
EditorsJ. Marques, R.P. Marques
ISBN (Electronic)978-3-031-31682-1
Publication statusPublished - 2023

Publication series

NameTourism, Hospitality and Event Management
VolumePart F275
ISSN (Print)2510-4993
ISSN (Electronic)2510-5000

Bibliographical note

Green Open Access added to TU Delft Institutional Repository 'You share, we take care!' - Taverne project
Otherwise as indicated in the copyright section: the publisher is the copyright holder of this work and the author uses the Dutch legislation to make this work public.


  • Hospitality robotics
  • Human–robot interaction
  • Interaction model
  • Interdisciplinary


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