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Social robots are being increasingly employed in service encounters at hotels. This study explored the possibility that social robots can engage in heartwarming interactions with hotel customers. A collaboration design known as ‘Continuous Hospitality with Social Robots’, in which social robots compensate for gaps in hospitality through heartwarming interaction, was evaluated. A field test was conducted in which social robots engaged in heartwarming interaction with customers in a public area of a hotel and then collected customers’ impressions of the social robots and overall service via a questionnaire and an interview. The results demonstrate social robots’ potential for engaging in heartwarming interactions that enhance overall customer satisfaction through the use of the ‘Continuous Hospitality with Social Robots’ collaboration design. An exploratory analysis suggests that the perceived impressions of the interaction with social robots are influenced by customer gender and the duration of interactions. Furthermore, the results suggest that social robots could be utilized in other roles at hotels, namely effective advertisement through heartwarming interaction and mental support for employees who do not interact with customers.

In 1944, 13-year-old Fritz Tubach was almost old enough to join the Hitler Youth in his German village of Kleinheubach. That same year in Tab, Hungary, 12-year-old Bernie Rosner was loaded onto a train with the rest of the village's Jewish inhabitants and taken to Auschwitz, where his whole family was murdered. Many years later, after enjoying successful lives in California, they met, became friends, and decided to share their intimate story—that of two boys trapped in evil and destructive times, who became men with the freedom to construct their own future, with each other and the world. In a new epilogue, the authors share how the publication of the book changed their lives and the lives of the countless people they have met as a result of publishing their story.