# Humanoid Robots in Tourism and Hospitality--Exploring Managerial, Ethical, and Societal Challenges
## 2 Literature Review
### Humanoid Robots in the Tourism and Hospitality Industry  
Understanding the distinctions among service robots, collaborative robots (cobots), and humanoid robots is crucial for comprehending their roles in various industries. Humanoid robots, defined by their human-like appearance and mobility [41], represent a subset of service robots designed for direct interaction with humans in personal and professional settings. These robots are distinguished by their ability to perform tasks requiring human-like dexterity and adaptability, making them particularly relevant in the tourism and hospitality industry [42; 43]. Humanoid service robots are increasingly replacing human service providers across numerous industries, marking a dramatic evolution in customer service experiences [44]. The deployment of over 10,000 \"Pepper\" robots worldwide since 2014 in roles ranging from sales to waitstaff underscores the commercial viability and customer acceptance of humanoid robots in service roles [45; 46; 47; 48]. This trend is not as futuristic as it may seem, suggesting a primary area for innovation in services and shopper marketing [39; 49]. A significant challenge in the adoption of humanoid service robots (HSRs) is the \"uncanny valley\" phenomenon, where highly human-like robots may evoke discomfort among consumers [50]. Empirical studies have shown that interactions with HSRs can lead to compensatory consumer responses, such as increased food consumption and status-oriented consumption, driven by perceived threats to human identity and discomfort with the service provider [51]. This research highlights the nuanced consumer reactions to humanoid robots and the importance of managing their appearance and behaviour to mitigate adverse effects. The collaboration between humans and AI, including humanoid robots, can lead to significant performance improvements in businesses [52; 53]. By leveraging the complementary strengths of humans and robots, companies can reimagine business processes and optimize collaborative intelligence. This approach not only enhances operational efficiency but also redefines traditional managerial roles, suggesting a future where humanoid robots could serve as managerial assets [54]. The potential for humanoid robots to assume managerial positions raises both opportunities and concerns [52]. While robots can process vast amounts of data efficiently, their lack of intuition, imagination, and emotional intelligence highlights the need for a balanced approach to human-machine collaboration in decision-making processes [55; 56]. Ethical considerations and responsible leadership are paramount, as humanoid robot CEOs could promote ethical behaviour in the workplace, free from human biases [6; 57]. The development of humanoid robots, such as those capable of engaging in natural and intuitive interactions, is advancing rapidly. These robots are designed to mimic human anatomy and behaviour, with applications ranging from healthcare to entertainment [58]. As the technology evolves, the adequacy of their responses and their ability to perform complex tasks [1; 59] will be critical factors in their integration into the tourism and hospitality industry. [PERSON] [60] highlights the European Parliament's adoption of a resolution on 16 February 2017, in response to the potential dangers in the fields of robotics and electronics. This resolution, aimed at the EU Commission, recommends updates to civil law related to robotics, emphasizing the need to incorporate ethical principles into European Union legislation. These principles include ensuring robots act in the best interest of humans, do no harm, can make decisions autonomously, and that the benefits of robotics, such as in-home care and healthcare, are distributed fairly. The resolution also addresses the importance of fundamental rights, precautionary measures, integration, liability, safety, reversibility, privacy, and optimizing benefits while minimizing harm.