Entrepreneurship innovation using social robots in tourism: a social listening study

Abstract

The tourism sector has been one of the most impacted by the COVID-19 pandemic, due to restrictions on mobility and fear of social contact. In this context, business innovation through digital transformation is presented as a great opportunity for the tourism industry and the inclusion of social robots in service tasks is an example. This transformation requires new methodologies, skills and talent that must be promoted to improve the innovative tourism ecosystem. With this research, we try to determine how the inclusion of social or service robots in hotels can improve the image and perception held by clients or guests. For that, we first analyse the degree of knowledge and sentiment generated by social robots through a social listening study in social networks.