R-Tourism: Introducing the Potential Impact of Robotics and Service Automation in Tourism Papathanassis Alexis Bremerhaven University of Applied Sciences, Germany apapathanassis@hs-bremerhaven.de Abstract Robotics and artificial intelligence are expected to reach their ‘tipping points’ over the next decade. Digitalization and service automation are already visible in the tourism sector, raising questions on their wider impact on the industry and the holiday-experience per se. Numerous application examples and cases of those technologies across the entire holiday value-chain are outlined and their diffusion drivers are discussed. Apart from providing a typology for R-tourism applications, this paper makes a strong case for the incorporation of this interdisciplinary area into mainstream tourism research. Key words: tourism, service, robotics, automation J.E.L. Classification: L83, D73 1. Introduction: Henn Na Hotel – A Robotic Theme-Park or the Beginning or a New Era The concept of ‘Henn Na Hotel’ (http://www.h-n-h.jp/en/) in Japan underlines a commitment to introducing state-of-the art technologies in order to maximise excitement, efficiency and comfort for the guests. Amongst other innovations (e.g. voice- and face-recognition), this hotel is mainly staffed by robots. The reception is staffed by 3 multi-lingual robots (one of which is a talking dinosaur), responsible for greeting, checking-in and assisting guests. At the cloakroom, a robotic arm stores luggage, and porter robots carry them to the rooms. A standard room, accommodating 2 guests, costs between approx. €80 (Weekdays) and €250 (Weekends / Holidays) per night. Replacing a friendly, human receptionist with a robotic dinosaur may appear questionable for hospitality aficionados, but the concept appears to be successful. A second ‘Henn Na hotel’ has been built and is in operation (http://www.hennnahotelmaihamatokyobay.com/), featuring a guest rating of 7.4/10 (https://www.booking.com/hotel/jp/henna-hotel-maihama.de.html) in booking.com. The question here is whether such a concept is indicative of the near future. In the late 90s, the diffusion of the internet initiated a debate concerning the transformation of the holiday-distribution channel. The so-called ‘disintermediation effect’, postulated that the potential of information and communication technologies and the corresponding reduction of transaction costs, could lead to the emergence of electronic markets for holidays (and holiday components), at the expense of brick-and-mortar tourism intermediaries (i.e. travel agencies and tour operators). As we approach 2020, the development and diffusion of robotics and artificial intelligence in services spark a second debate. Could the productivity- and competitiveness-related potential of those technologies enable a ‘dehumanisation effect’? Subsequent to the gradual mutation of traditional intermediaries, could the future of tourism’s evolution be the gradual mutation holiday service encounters? The answer is clearly a ‘no’. This is not about the future; The future is already the present! “Ovidius” University Annals, Economic Sciences Series Volume XVII, Issue 1 /2017 211