Jennie Underwood, Doctoral Researcher
The inspiration for this research came from Jennie's long standing background working in spa and wellness. During this time, Jennie experienced the challenges and changes occurring within the industry, whilst being aware that technology was being developed for professional usage in spas. The technology incorporates AI and robotics to deliver services to customers. Industry experience gave Jennie the understanding of the importance of human connection and the use of positive emotions to create memorable experiences. This grew into a curiosity as to how the industry and customers would respond to the developing technology, the reasoning behind the possible acceptance or objection and the importance of human presence.
The research uses a mixed methods approach. The first stage has consisted of quantitative data collection using surveys to collect data from spa customers. The second phase delves deeper and expands upon the survey by interviewing therapists and mangers within the industry.
The exponential growth in AI and robotics requires evaluation of its influence upon the industry for how best to use and place technologies, without disrupting the interpersonal nature of the industry.
Lead supervisor: Dr Demos Parapanos
Thesis title: Examining the factors affecting the acceptance or objection of Artificial Intelligence and Robotics in the Spa and Wellness Industry, and the importance of human presence as a moderating factor.
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