Atitudes e perceções de estudantes do ensino superior sobre a utilização de robôs no turismo e hospitalidade

Abstract

Research into artificial intelligence, robotics, and service automation across different industries has been growing rapidly in recent years and the tourism industry is no exception. The use of robots is significantly affecting the service delivery process, shaping the needs of customers and taking their experiences to a whole new level. The presence of robots in public and private spaces is used by tourism stakeholders to improve their operations and performance, ensuring consistency in their service standards. However, there are still barriers to the adoption of robotics in a sector that claims to be "people to people". This exploratory research aims to understand the attitudes and perceptions of future professionals toward the presence and use of robotics in tourism. The study included the participation of students from the Polytechnic of Guarda from several courses. The results may reflect some resistance in the implementation of robots in the tourism sector. They also indicate the tasks considered most suitable to be performed by robots. Higher education, especially in the area of tourism, should play its role as an agent of change. This will prepare future professionals to consistently and sustainably coexist with their non-human counterparts.