Service robots and COVID-19: exploring perceptions of prevention efficacy at hotels in generation Z Articles uri icon

publication date

  • November 2021

start page

  • 4057

end page

  • 4078


  • 11


  • 33

International Standard Serial Number (ISSN)

  • 0959-6119

Electronic International Standard Serial Number (EISSN)

  • 1757-1049


  • COVID-19 is expected to enhance hospitality robotization because frontline robots facilitate social distancing, lowering contagion risk. Investing in frontline robots emerges as a solution to recover customer trust and encourage demand. However, we ignore how customers perceive these initiatives and, therefore, their efficacy. Focusing on robot employment at hotels and on Generation Z customers, this study aims to analyze guests' perceptions about robots' COVID-19 prevention efficacy and their impact on booking intentions.


  • robots; anthropomorphism; generation z; social presence; covid-19; prevention efficacy