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Assessing the hotel service robot interaction on tourists' behaviour: the role of anthropomorphism

Assessing the hotel service robot interaction on tourists' behaviour: the role of anthropomorphism The main purpose of this study is to investigate the impact of service robots on hotel visitors' behaviour and to verify the role of anthropomorphism(human likeness) in customer satisfaction with robots.Design/methodology/approachAn online survey of 381 respondents was conducted, divided into three types of robots according to the level of anthropomorphism. The research model was thoroughly tested using the PLS-SEM method. Research model was tested thoroughly using the PLS-SEM method.FindingsThis study found that user satisfaction with service robots in a hotel had a positive impact on user satisfaction, attitude towards the hotel and room purchase intention. Moreover, our results showed that users were most likely to accept medium-human likeness robots and least likely to accept high–human likeness robots.Originality/valueThis study proposes influencing factors to be considered when researching hotel service robots, as well as practical suggestions for any hotel intending to use or currently using a service robot. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Industrial Management & Data Systems Emerald Publishing

Assessing the hotel service robot interaction on tourists' behaviour: the role of anthropomorphism

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Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
0263-5577
DOI
10.1108/imds-11-2020-0664
Publisher site
See Article on Publisher Site

Abstract

The main purpose of this study is to investigate the impact of service robots on hotel visitors' behaviour and to verify the role of anthropomorphism(human likeness) in customer satisfaction with robots.Design/methodology/approachAn online survey of 381 respondents was conducted, divided into three types of robots according to the level of anthropomorphism. The research model was thoroughly tested using the PLS-SEM method. Research model was tested thoroughly using the PLS-SEM method.FindingsThis study found that user satisfaction with service robots in a hotel had a positive impact on user satisfaction, attitude towards the hotel and room purchase intention. Moreover, our results showed that users were most likely to accept medium-human likeness robots and least likely to accept high–human likeness robots.Originality/valueThis study proposes influencing factors to be considered when researching hotel service robots, as well as practical suggestions for any hotel intending to use or currently using a service robot.

Journal

Industrial Management & Data SystemsEmerald Publishing

Published: Jun 7, 2021

Keywords: Hotel service robots; Human–robot interaction; The uncanny valley theory; Anthropomorphism; Tourists' behaviour

References