Antecedents of customers’ acceptance of artificially intelligent robotic device use in hospitality services

By Hongxia Lin, Oscar Hengxuan Chi, D. Gursoy. Journal of Hospitality Marketing & Management, 2019

343 citations recorded by the source corpus.

ABSTRACT This study examines the antecedents of customers’ willingness and objection to use artificially intelligent robotic devices in hospitality services (full-service and limited-service hotels). Drawing on the Artificially Intelligent Device Use Acceptance (AIDUA) theory, this study validates and extends the AIDUA framework in the hospitality service setting. The results point to the applicability of the AIDUA framework, suggesting that hospitality customers’ intention to the use of artificially intelligent devices are influenced by social influence, hedonic motivation, anthropomorphism, performance and effort expectancy, and emotions toward the artificially intelligent devices. Findings further suggest that compared to limited-service hotel customers, full-service hotel customers rely less on their social groups when evaluating artificially intelligent robotic devices; their emotions toward the use of artificially intelligent devices are less likely to be influenced by effort expectancy; and their emotions cause less impact on their objection to the use. Theoretical contributions and managerial implications of this study are discussed. Limitations and future study recommendations are provided.

Subfields: Artificial Intelligence, Information Systems and Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/491506e30a4fd35253673b601bcbbe39713a9c7e

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Artificial Intelligence

1. John S. Edwards
2. Yanqing Duan
3. Yogesh Kumar Dwivedi
4. Ali Abdallah Alalwan

In Information Systems and Management

1. John S. Edwards
2. Yanqing Duan
3. Guangming Cao
4. Yogesh Kumar Dwivedi
5. Nripendra P. Rana
6. Ali Abdallah Alalwan
7. Kuttimani Tamilmani
8. Samuel Fosso Wamba

In Sociology and Political Science

1. Yanqing Duan
2. John S. Edwards
3. Guangming Cao
4. Yogesh Kumar Dwivedi
5. Nripendra P. Rana
6. Ali Abdallah Alalwan
7. Kuttimani Tamilmani

Citations in the corpus

• Understanding managers’ attitudes and behavioral intentions towards using artificial intelligence for organizational decision-making (2021, background): “…empirically that performance expectancy and effort expectancy are key antecedents to customers ’ will-ingness to accept AI device use, while Lin et al. (2020) further showed that compared with limited-service hotel customers, full-service hotel customers ’ emotions toward the use of AI…”