N/A

This thesis examines the optimization of guest experiences through the implementation of service robots in Marriott International hotels, using the Service Robot Acceptance Model (sRAM) as the framework. The study employs qualitative methods, including interviews with Marriott managers and guest feedback analysis, to explore service robot deployment in luxury, premium, and select hotel tiers. Findings highlight significant differences in robot usage across tiers, with luxury hotels focusing on personalized services, premium hotels on operational efficiency, and select hotels on routine tasks. Cultural factors significantly influence customer acceptance, underscoring the need for culturally sensitive robot behaviors. The study offers insights into the strategic integration of service robots, emphasizing the importance of continuous technological advancements to meet diverse guest expectations.

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