Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots

By Ronan de Kervenoael, Rajibul Hasan, Alexandre Schwob, Edmund Goh. 2020

532 citations recorded by the source corpus.

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.

Subfields: Artificial Intelligence, Marketing, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/5be13038f42c63191743843392a027f28b08b9a8

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

Anna S. Mattila

In Marketing

In Sociology and Political Science

Citations in the corpus

To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery? (2020, background): “…by functional factors, such as perceived behavioral control over the robot (Jörling, Böhm, and Paluch 2019) and perceived value of using the robot (de Kervenoael et al. 2020) but also by affective factors such as a feeling of discomfort, perceived threat to human identity, and a concern that…”