Humanless Hospitality? A Systematic Literature Review of Consumer, Employee, and Generation Z Perspectives on Robotics in Hotel Services

The paper represents a SLR of 45 peer-reviewed articles on robotics in hotel services, with the PRISMA 2020 framework being used to carry out the synthesis. The review is a combination of descriptive and thematic analyses. Descriptive analysis integrates publication trends, the geographic scope, and methodologies of the research, while the thematic analysis has been drawn from the four strands, i.e., consumer perspectives, employee perspectives, technological attributes, and managerial implications. The results indicate that guests, in particular, Generation Z, accept the use of robots in performing standardised and hygiene-sensitive tasks. However, they are still quite sceptical about the employment of robots in high-touch services requiring empathy. The research contributes to the expansion of the technology acceptance theories, human-robot interaction, and service quality; furthermore, it offers some practical strategies for the hybrid human-robot model and the positioning of Gen Z as a consumer and workforce segment.