社科与实践

智慧酒店服务机器人服务失败相关文献综述：类别、产生原因与弥补办法

单 小倩

华侨大学

DOI: https://doi.org/10.59429/sksj.v3i7.14975

Keywords: 智慧酒店；服务机器人；服务失误；人机交互；补救策略

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Abstract

各类服务机器人已经成为智慧酒店提升日常运营效率的重要设备，但机器人在服务过程中出现失误的问题， 会大幅削弱智能化设备带来的服务价值，本文整理汇总现有相关研究资料，明确智慧酒店服务机器人的定义与具体 分类，整理出四类机器人服务失误情况，分别是设备功能问题、人机沟通问题、安全隐私问题、系统对接问题，再 从设备技术、产品设计、酒店运营、消费顾客四个角度分析失误出现的各类诱因，之后梳理出现失误后立刻弥补、 后台系统升级、酒店运营管控等解决办法，同时说明能够影响弥补效果的相关条件，最后总结现有相关研究存在的 优势与缺陷，给出后续可以深入研究的方向，为酒店管控机器人服务工作提供基础理论参考。

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