Task, Risk, and Return: Cognitive Foundations of Robotic Adoption in Hotels
Type
conference contribution
Date Issued
2026-08-22
Author(s)
Abstract
This study examines heuristic decision-making in the pre-adoption phase of service robotics among managers of small- and medium-sized hotels in the DACH region (Germany, Austria, and Switzerland). Using an exploratory qualitative design with semi-structured interviews analyzed through the Gioia methodology, the study investigates how managerial heuristics shape perceptions of automation, uncertainty, and investment decisions related to robotic technologies. Preliminary findings suggest that robotics decisions are shaped less by technology level evaluation than by task-level automatability judgements, human-centred service boundaries, experience-based investment heuristics, and governance-mediated legitimation requirements. The study contributes to tourism technology adoption research by conceptualising pre-adoption decision-making as a staged cognitive filtration process.
Language
English
HSG Classification
contribution to scientific community
Refereed
Yes
Subject(s)
Division(s)
File(s)![Thumbnail Image]()
Name
Tseng & Gasser (2026) - SubMaster_AIESTConference_2026.pdf
Size
195.74 KB
Format
Adobe PDF
Checksum (MD5)
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