Developing and validating a service robot integration willingness scale

By Lu Lu, Ruiying Cai, D. Gursoy. International Journal of Hospitality Management, 2019

839 citations recorded by the source corpus.

Abstract As new technologies continue to advance consumer experience, utilization of service robots and artificial intelligence to deliver human services has been increasingly gaining attention from hospitality and tourism businesses. This research sets out to conceptualize and test a multi-dimensional Service Robot Integration Willingness (SRIW) Scale that uncovers the key dimensions characterizing consumers’ long-term willingness to integrate artificial intelligence and service robots into regular service transactions. Drawing on a five-stage scale development procedure, a 36-item six-dimensional SRIW scale was developed, which includes performance efficacy, intrinsic motivation, anthropomorphism, social influence, facilitating condition, and emotions. The SRIW scale demonstrates rigorous psychometric properties per findings of construct validity and reliability tests, and invariance analysis across four service industries (e.g., hotels, restaurants, airlines, and retail stores) where service robots have already been or are likely to be launched. Theoretical and managerial implications of the SRIW scale and directions for future research are elaborated.

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

View Paper: https://www.semanticscholar.org/paper/9abb3d3f10051f2ca22d66507cb91c60e50b315e

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

In Information Systems and Management

In Sociology and Political Science

Citations in the corpus

Antecedents of customers’ acceptance of artificially intelligent robotic device use in hospitality services (2019, background): “Also, Lu et al. (2019) suggested that customers ’ long-term willingness to use AI robots depends on customers ’ perception of service robots ’ performance e ﬃ cacy, customers ’ intrinsic motivations, anthropomorphism, social in ﬂ uences, customers ’ emotions and facilitating condition.”
Use of AI-based tools for healthcare purposes: a survey study from consumers’ perspectives (2020, background): “The use of AI devices in service delivery (such as health-care) may cause noteworthy communication barriers be-tween customers and AI devices [18].”
Service robot implementation: a theoretical framework and research agenda (2019, methodology): “Robots ’ sense of humor at Mar-riott hotels is based on speci ﬁ c expressions (e.g. ‘ I am just chilling, please remove your [cold] drinks ’ , Lu et al., 2019).”