Robots in travel clinics: building on tourism’s use of technology and robots for infection control during a pandemic
Tóm tắt
The arrival of COVID-19 impacted every aspect of life around the world. The virus, whose spread was facilitated overwhelmingly by people’s close contact at home and by travelling, devastated the tourism, hospitality, and transportation industry. Economic survival depended largely on demonstrating to authorities and potential travellers the strict adherence to infection control measures. Fortunately, long before the pandemic, the industry had already employed digital technology, artificial intelligence, and service robots, not to keep the world safe, but to either bridge staff shortages or save costs, reduce waiting times, streamline administration, complete unattractive, tedious, or physical tasks, or use technology as marketing gimmicks. With COVID-19, offering social distancing and touchless service was an easy step by extending quickly what was already there. The question arose: could travellers’ acceptance of technology and robots for infection control be useful in travel medicine? COVID-19 fostered the rapid and increased acceptance of touchless technology relating to all things travel. The public’s expectations regarding hygiene, health and safety, and risk of infection have changed and may stay with us long after the pandemic is ‘the new normal’, or a new one approaches. This insight, combined with the current experience with robots in health and medicine, is useful in exploring how robots could assist travel medicine practice. However, several aspects need to be considered in terms of type of robot, tasks required, and the public’s positive or negative attitudes towards robots to avoid known pitfalls. To meet the crucial infection control measures of social distancing and touch avoidance, the use of robots in travel medicine may not only be readily accepted but expected, and implications for management, practice, and research need to be considered.
Tài liệu tham khảo
Hall C, Scott D, Gössling S. Pandemics, transformations and tourism: be careful what you wish for. Tour Geogr. 2020;22:577–98. https://doi.org/10.1080/14616688.2020.1759131.
Fechner D, Reid S, Dolnicar S. Tourism and emerging infectious diseases: more connections than first meet the eye. J Travel Res. 2022. https://doi.org/10.1177/00472875221127718.
World Travel & Tourism Council (WTTC). To recovery & beyond: the future of travel & tourism in the wake of COVID-19. 27.9.2020. https://wttc.org/initiatives/to-recovery-beyond (accessed 8.12.2022).
Bauer I. COVID-19: how can travel medicine benefit from tourism’s focus on people during a pandemic? Trop Dis Travel Med Vaccines. 2022;8:26. https://doi.org/10.1186/s40794-022-00182-6.
Utkarsh SM. A bibliometric review of research on COVID-19 and tourism: reflections for moving forward. Tour Manag Persp. 2021;40:100912. https://doi.org/10.1016/j.tmp.2021.100912.
Carillo M, Kroeger A, Cardenas R, et al. The use of mobile phones for the prevention and control of arboviral diseases: a scoping review. BMC Pub Health. 2021;21:110. https://doi.org/10.1186/s12889-020-10126-4.
Kiani M, Tavakoli R, Mura P. Iranian women traveling in vTime—A cyberfeminist approach. J Travel Res. 2023;1–17. https://doi.org/10.1177/00472875221149202.
El-Said O, Aziz H. Virtual tours a means to an end: an analysis of virtual tours’ role in tourism recovery post COVID-19. J Travel Res. 2021;1–21. https://doi.org/10.1177/0047287521997567.
Jarratt D. An exploration of webcam-travel: connecting to place and nature through webcams during the COVID-19 lockdown of 2020. Tour Hosp Res. 2021;21:156–68. https://doi.org/10.1177/1467358420963370.
Lee S, Filep S, Vada S, King B. Webcam travel: a preliminary examination of psychological well-being. Tour Hospit Res. 2022;0:0. https://doi.org/10.1177/14673584221145818.
Itani O, Hollebeek L. Light at the end of the tunnel: visitors’ virtual reality (versus in-person) attraction site tour-related behavioral intentions during and post-COVID-19. Tour Manag. 2021;84:104290. https://doi.org/10.1016/j.tourman.2021.104290.
Cha S. Customers’ intention to use robot-serviced restaurants in Korea: relationship of coolness and MCI factors. Int J Contemp Hosp Manag. 2020;32:2947–68. https://doi.org/10.1108/IJCHM-01-2020-0046.
Royal Caribbean International. 20.9.2016. https://www.royalcaribbean.com/blog/robot-bartenders-shake-things-up-at-sea/ (accessed 12.1.23).
Kim G, Park S. Understanding restaurant users’ attitudes towards self-service ordering via kiosks during the COVID-19 pandemic: an application of the theory of anxiety. Tour Hospit Res. 2022;x:1–18. https://doi.org/10.1177/146735842211336.
Zhao Y, Bacao F. What factors determining customer continuingly using food delivery apps during 2019 novel coronavirus pandemic period? Int J Hosp Manag. 2020;91:102683. https://doi.org/10.1016/j.ijhm.2020.102683.
Hwang J, Choe J, Choi Y, Kim J. A comparative study on the motivated consumer innovativeness of drone food delivery services before and after the outbreak of COVID-19. J Travel Tour Manag. 2021;38:368–82. https://doi.org/10.1080/10548408.2021.1921671.
Durán B, Thill S. Rob’s robot: current and future challenges for humanoid robots. In: Zaier R, editor. The future of humanoid robots. Research and applications. InTechOpen; 2012, 279–300, https://doi.org/10.5772/1407.
Zadeh L. Fuzzy sets. Inf Control. 1965;8:338–53. https://doi.org/10.1016/S0019-9958(65)90241-X.
McCarthy J, What. is artificial intelligence? 2007. http://jmc.stanford.edu/articles/whatisai.html (accessed 9.1.23).
Tussyadiah I. A review of research into automation in tourism: launching the Annals of Tourism Research curated collection on artificial intelligence and robotics in tourism. Annals Tour Res. 2020;81:102883. https://doi.org/10.1016/j.annals.2020.102883.
ABC Media Watch. 30.1.23. https://iview.abc.net.au/video/FA2235H001S00 (accessed 30.1.232).
Young A, Amara D, Bhattacharya A, Wei M. Patient and general public attitudes towards clinical artificial intelligence: a mixed methods systematic review. Lancet Digit Health. 2021;3:e599–3611. https://doi.org/10.1016/S2589-7500(21)00132-1.
Tran V, Riveros C, Ravaud P. Patients’ views of wearable devices and AI in healthcare: findings from the ComPaRe e-cohort. NPJ Digit Med. 2019;2:53. https://doi.org/10.1038/s41746-019-0132-y.
Stai B, Heller N, McSweeney S, et al. Public perceptions of artificial intelligence and robotics in medicine. J Endourol. 2020;34:1041–8. https://doi.org/10.1089/end.2020.0137.
Mori M, MacDorman K, Kageki N. The uncanny valley [from the field]. IEEE Robot Autom Mag. 2012;19:98–100. https://doi.org/10.1109/MRA.2012.2192811.
Crowell C, Deska J, Villano M, et al. Anthropomorphism of robots: study of appearance and agency. IMIR Hum Factors. 2019;6:e12629. https://doi.org/10.2196/12629.
Laakasuo M, Palomäki J, Köbis N. Moral uncanny valley: a robot’s appearance moderates how its decisions are judged. Int J Soc Robot. 2021;13:1679–88. https://doi.org/10.1007/s12369-020-00738-6.
Maza C. Saudi Arabia gives citizenship to a non-muslim, english-speaking robot. 26.10.17. https://www.newsweek.com/saudi-arabia-robot-sophia-muslim-694152 (accessed 30.1.23).
World Economic Forum. Artificial intelligence. From medicine drones to coral cleaners: 3 ‘jobs of the future’ that are already here. 25.5.22. https://www.weforum.org/agenda/2022/05/robots-help-humans-future-jobs/ (accessed 3.1.23).
Parvez M, Öztüren A, Cobanoglu C, et al. Employees’ perception of robots and robot-induced unemployment in hospitality industry under COVID-19 pandemic. Int J Hosp Manag. 2022;107:103336. https://doi.org/10.1016/j.ijhm.2022.103336.
Belanche D, Casaló L, Flavián C. Frontline robots in tourism and hospitality: service enhancement or cost reduction? Electronic markets 2021; 477 – 92, https://doi.org/10.1007/s12525-020-00432-5.
Pitardi V, Wirtz J, Paluch S, Kunz W. Service robots, agency and embarrassing service encounters. J Serv Manag. 2022;33:389–414. https://doi.org/10.1108/JOSM-12-2020-0435.
Tussyadiah I, Tuomi A, Ling E, et al. Drivers of organizational adoption of automation. Ann Tour Res. 2021;93:103308. https://doi.org/10.1016/j.annals.2021.103308.
Kim H, So K, Wirtz J. Service robots: applying social exchange theory to better understand human–robot interactions. Tour Manag. 2022;92:104537. https://doi.org/10.1016/j.tourman.2022.104537.
Orea-Giner A, Fuentes-Moraleda L, Villacé-Molinero T, et al. Does the implementation of robots in hotels influence the overall TripAdvisor rating? A text mining analysis from the industry 5.0 approach. Tour Manag. 2022;93:104586. https://doi.org/10.1016/j.tourman.2022.104586.
Zheng Z, Chen P, Lew A. From high-touch to high-tech: COVID-19 drives robotics adoption. Tour Geogr. 2020;22:724–34. https://doi.org/10.1080/14616688.2020.1762118.
Iskender A, Sirakaya-Turk E, Cardenas D, Harrill R. COVID or VOID: a systematic literature review of technology adoption and acceptance in hospitality and tourism since the breakout of COVID-19. Tour Hosp Res. 2022;0:1–20. https://doi.org/10.1177/14673584221133667.
Soliman M, Gulvady S, Elbaz A, et al. Robot-delivered tourism and hospitality services: how to evaluate the impact of health and safety considerations on visitors’ satisfaction and loyalty? Tour Hosp Res. 2023;0:1–17. https://doi.org/10.1177/14673584231153367.
Christou P, Simillidou A, Stylianou M. Tourists’ perceptions regarding the use of anthropomorphic robots in tourism and hospitality. Int J Contemp Hosp Manag. 2020;32:3665–83. https://doi.org/10.1108/IJCHM-05-2020-0423.
Kim S, Kim J, Badu-Baiden F, et al. Preference for robot service or human service in hotels? Impacts of the COVID-19 pandemic. Int J Hosp Manag. 2021;93:102795. https://doi.org/10.1016/j.ijhm.2020.102795.
Wan L, Chan E, Luo X. ROBOTS COME to RESCUE: how to reduce perceived risk of infectious disease in Covid19-stricken consumers? Ann Tour Res. 2021;88:103069. https://doi.org/10.1016/j.annals.2020.103069.
Çakar K, Aykol Ş. Understanding travellers’ reactions to robotic services: a multiple case study approach of robotic hotels. J Hosp Tour Technol. 2020;12:155–74. https://doi.org/10.1108/JHTT-01-2020-0015.
Xiong X, Wong I, Yang F. Are we behaviorally immune to COVID-19 through robots? Ann Tour Res. 2021;91:103312. https://doi.org/10.1016/j.annals.2021.103312.
Chi O, Gursoy D, Chi C. Tourists’ attitudes toward the use of artificially intelligent (AI) devices in tourism service delivery: moderating role of service value seeking. J Travel Res. 2022;61:170–85. https://doi.org/10.1177/0047287520971054.
Chen F, Yang B, Mattila A. Should a robot wear a mask during the pandemic? Ann Tour Res. 2022;94:103407. https://doi.org/10.1016/j.annals.2022.103407.
Yu J. Humanlike robots as employees in the hotel industry: thematic content analysis of online reviews. J Hosp Market Manag. 2019;29:22–38. https://doi.org/10.1080/19368623.2019.1592733.
Liu X, Wan L, Yi X. Humanoid versus non-humanoid robots: how mortality salience shapes preference for robot services under the COVID-19 pandemic? Ann Tour Res. 2022;94:103383. https://doi.org/10.1016/j.annals.2022.103383.
Romero J, Lado N. Service robots and COVID-19: exploring perceptions of prevention efficacy at hotels in generation Z. Int J Contemp Hosp Manag. 2021;33:4057–78. https://doi.org/10.1108/IJCHM-10-2020-1214.
Hoang C, Tran H. Robot cleaners in tourism venues: the importance of robot-environment fit on consumer evaluation of venue cleanliness. Tour Manag. 2022;93:104611. https://doi.org/10.1016/j.tourman.2022.104611.
Diskin E. Japan’s robot hotel fires half of its staff and hires good old-fashioned humans instead. 24.1.2019. https://matadornetwork.com/read/japan-robot-hotel-fires-staff-hires-humans/ (accessed 3.1.23).
Belanche D, Casaló L, Flavián C, Schepers J. Robots or frontline employees? Exploring customers’ attributions of responsibility and stability after service failure or success. I Serv Manag. 2020;31:267–89. 10.108/JOSM-05-2019-156.
Yang H, Xu H, Zhang Y, et al. Exploring the effect of humor in robot failure. Ann Tour Res. 2022;95:103425. https://doi.org/10.1016/j.annals.2022.103425.
Manthiou A, Klaus P, Kuppelwieser V, Reeves W. Man vs machine: examining the three themes of service robotics in tourism and hospitality. Electron Markets. 2021;31:511–27. https://doi.org/10.1007/s12525-020-00434-3.
Seyitoğlu F, Ivanov S. Service robots and perceived discrimination in tourism and hospitality. Tour Manag. 2023;96:104710. https://doi.org/10.1016/j.tourman.2022.104710.
Seyitoğlu F, Ivanov S. A conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world: the role of service robots. Int J Hosp Manag. 2020;91:102661. https://doi.org/10.1016/j.ijhm.2020.102661.
Hao F, Chon K. Are you ready for a contactless future? A multi-group analysis of experience, delight, customer equity, and trust based on the Technology Readiness Index 2.0. J Travel Tour Manag 2021: 38:900 – 16, https://doi.org/10.1080/10548408.2021.1997878.
Maramba I, Jones R, Auston D, et al. The role of health kiosks: scoping review. JMIR Med Inform. 2022;29(3):e26511. https://doi.org/10.2196/26511.
Riek L. Healthcare robotics. Comm ACM. 2017;60:68–78. https://doi.org/10.1145/3127874.
Hall A, Backonja U, Painter I, et al. Acceptance and perceived usefulness of robots to assist with activities of daily living and healthcare tasks. Assist Technol. 2017;31:133–40. https://doi.org/10.1080/10400435.2017.1396565.
Kasimoglu Y, Kocaaydin S, Karsli E, et al. Robotic approach to the reduction of dental anxiety in children. Acta Odontol Scand. 2020;78:474–80. https://doi.org/10.1080/00016357.2020.1800084.
Beran T, Ramirez-Serrano A, Vanderkooi O, Kuhn S. Reducing children’s pain and distress towards flu vaccinations: a novel and effective application of humanoid robotics. Vaccine. 2013;31:2772–7. https://doi.org/10.1016/j.vaccine.2013.03.056.
Beran T, Ramirez-Serrano A, Vanderkooi O, Kuhn S. Humanoid robotics in health care: an exploration of children’s and parents’ emotional reactions. J Health Psychol. 2015;20:931–1024. https://doi.org/10.1177/1359105313504794.
Henkemans O, Bierman B, Janssen J, et al. Design and evaluation of a personal robot playing a self-management education game with children with diabetes type 1. Int J Hum-Comput Stud. 2017;106:63–76. https://doi.org/10.1016/j.ijhcs.2017.06.001.
McIntosh C, Elvin A, Smyth W, et al. Health promotion, health literacy and vaccine hesitancy: the role of humanoid robots. Inquiry: J Health Car. 2022;59:469580221078515. https://doi.org/10.1177/004695802210785150.
Wang X, Shen J, Chen Q. How PARO can help older people in elderly care facilities: a systematic review of RCT. Int J Nurs Knowl. 2022;33:29–39. https://doi.org/10.1111/2047-3095.12327.
Moyle W, Jones C, Murfield J, et al. Use of a robotic seal as a therapeutic tool to improve dementia symptoms: a cluster-randomized controlled trial. J Am Med Dir Assoc. 2017;18:766–73. https://doi.org/10.1016/j.jamda.2017.03.018.
Hirose T, Fujioka S, Mizuno O et al. Development of hair-washing robot equipped with scrubbing fingers. 2012 IEEE International Conference on Robotics and Automation, 2012; 1970–1975, https://doi.org/10.1109/ICRA.2012.6224794.
Chen A, Balter M, Maguire T, Yarmush M. Real-time needle steering in response to rolling vein deformation by a 9-DOF image-guided autonomous venipuncture robot. Rep U S 2015; 2015:2633-8, https://doi.org/10.1109/IROS.2015.7353736.
Sarkar P, Tohin M, Khaled M, Islam M. Design process of an affordable smart robotic crutch for paralyzed patients. IEEE International Conference on Robotics, Automation, Artificial-intelligence and Internet-of-Things (RAAICON), 2019, pp. 112–115, https://doi.org/10.1109/RAAICON48939.2019.6260845.
Huang S, Tanioka T, Locsin R et al. Functions of a caring robot in nursing. 7th International Conference on Natural Language Processing and Knowledge Engineering, 2011; 425–429, https://doi.org/10.1109/NLPKE.2011.6138237.
Chen S, Jones C, Moyle W. Health professional and workers attitudes towards the use of social robots for older adults in long-term care. Int J Soc Robot. 2020;12:1135–47. https://doi.org/10.1007/s12369-019-00613-z.
Esterwood C, Robert L. A systematic review of human and robot personality in health care human-robot interaction. Front Robot AI. 2021;8:748246. https://doi.org/10.3389/frobt.2021.748246.
Shlim D, Connor B, Taylor D. What will travel medicine look like in the COVID-19 pandemic era? J Travel Med. 2021;28:taaa148. https://doi.org/10.1093/jtm/taaa148.
Flaherty G, Hamer D, Chen L. Travel in the time of COVID: a review of international travel health in a global pandemic. Curr Infect Dis Rep. 2022;24:129–45. https://doi.org/10.1007/s11908-022-00784-3.
Gerba C, Wuollet A, Raisanen P, Lopez G. Bacterial contamination of computer touch screens. Am J Infect Control 2016; 44:358 – 60, https://doi.org/10.1016/j.ajic.2015.10.013.
Olsen M, Campos M, Lohning A, et al. Mobile phones represent a pathway for microbial transmission: a scoping review. Travel Med Infect Dis. 2020;35:101704. https://doi.org/10.1016/j.tmaid.2020.101704.
Flaherty G, Piyaphanee W. Predicting the natural history of artificial intelligence in travel medicine (editorial). J Travel Med. 2023;30:taac113. https://doi.org/10.1093/jtm/taac113.
Alhmidi H, Cadnum J, Piedrahita C, et al. Evaluation of an automated ultraviolet-C light disinfection device and patient hand hygiene for reduction of pathogen transfer from interactive touchscreen computer kiosks. Am J Infect Control. 2018;46:464–7. https://doi.org/10.1016/j.ajic.2017.09.032.
Mr Gadget. 15.12.22. https://mrgadget.com.au/cleansebot-review-automatic-germ-killing-machine-for-your-travels/ (accessed 3.1.23).