As consumers, we quite happily encounter non-human providers of information and services in a number of everyday situations – such as when we buy airline tickets online, without any human middleman necessary. So why not in hotels, asks Prof. Ian Millar of the Ecole hôtelière de Lausanne? In this editorial, Ian foresees the inevitable introduction of certain robotic solutions in hotels… unless laws, trade unions and special interest groups block the way.
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