de Kervenoael, Ronan and Hasan, Rajibul and Schwob, Alexandre and Goh, Edwin
(2020)
Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots.
Tourism Management, 78.
p. 104042.
ISSN 02615177
Abstract
Social robots have become pervasive in the tourism and hospitality service environments. The empirical understanding of the drivers of visitors' intentions to use robots in such services has become an urgent necessity for their sustainable deployment. Certainly, using social androids within hospitality services requires organisations' attentive commitment to value creation and fulfilling service quality expectations. In this paper, via structural equation modelling (SEM) and semi-structured interviews with managers, we conceptualise and empirically test visitors' intentions to use social robots in hospitality services. With data collected in Singapore's hospitality settings, we found visitors' intentions to use social robots stem from the effects of technology acceptance variables, service quality dimensions leading to perceived value, and two further dimensions from human robot interaction (HRI): empathy and information sharing. Analysis of these dimensions' importance provides a deeper understanding of novel opportunities managers may take advantage of to position social robot-delivered services in tourism and hospitality strategies.
| Item Type: |
Article
|
| Keywords: |
Social robots;
Intention to use robots;
Human-robot interaction;
Hospitality services;
Artificial intelligence; |
| Academic Unit: |
Faculty of Social Sciences > School of Business |
| Item ID: |
15952 |
| Identification Number: |
https://doi.org/10.1016/j.tourman.2019.104042 |
| Depositing User: |
Rajibul Hasan
|
| Date Deposited: |
16 May 2022 09:54 |
| Journal or Publication Title: |
Tourism Management |
| Publisher: |
Elsevier |
| Refereed: |
Yes |
| URI: |
|
| Use Licence: |
This item is available under a Creative Commons Attribution Non Commercial Share Alike Licence (CC BY-NC-SA). Details of this licence are available
here |
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