Rights and Responsibilities of Hospitality Service Robots

This research paper addresses the evolving question of whether—and with what consequences—hospitality service robots should be afforded rights and responsibilities, amid their growing adoption and anthropomorphic design. Moreover, the paper outlines arguments about how the hospitality and tourism industries would be affected if service robots were eventually afforded rights and responsibilities. Arguments regarding robots’ rights and responsibilities are examined through the lens of the stakeholder theory embedded in the context of moral, ethical, and legal aspects related to human–robot interaction. We also propose a framework for future discussions on how hospitality and tourism research can inform decision-making regarding the adoption and incorporation of the rights and responsibilities of service robots. The emphasis of our discussion is on governance and risk-management for the industry for eventually clarifying accountability (liability, safety, data protection, consent), enhancing guest trust, and preparing for imminent regulatory expectations.