{"title":"The power of voice! The impact of robot receptionists’ voice pitch and communication style on customer value cocreation intention","authors":"Xiao-Xin Liu , Cheng-Yue Yin , Meng-Ran Li","doi":"10.1016/j.ijhm.2024.103819","DOIUrl":null,"url":null,"abstract":"<div><p>Despite growing interest in robots’ vocal cues in human-robot interactions, there are few studies on robots’ voice pitch. Drawing upon cue consistency theory and social exchange theory, we explore the interaction effect of the voice pitch and communication style of robot receptionists on customer value cocreation intention in hospitality contexts. Through two experiments, we demonstrate that when a robot receptionist uses a task-oriented communication style, a low-pitched voice is more likely to enhance customers’ intention to cocreate value with the robot. Conversely, when a robot receptionist uses a social-oriented communication style, a high-pitched voice elicits higher value cocreation intention. Perceived social support also mediates the impact of the interaction between voice pitch and communication style on value cocreation intention. These findings enrich theoretical research on voice pitch and value cocreation in human-robot interactions and have beneficial implications for designing the voice interaction systems of robot receptionists.</p></div>","PeriodicalId":48444,"journal":{"name":"International Journal of Hospitality Management","volume":null,"pages":null},"PeriodicalIF":9.9000,"publicationDate":"2024-06-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Hospitality Management","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S0278431924001312","RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}
引用次数: 0
Abstract
Despite growing interest in robots’ vocal cues in human-robot interactions, there are few studies on robots’ voice pitch. Drawing upon cue consistency theory and social exchange theory, we explore the interaction effect of the voice pitch and communication style of robot receptionists on customer value cocreation intention in hospitality contexts. Through two experiments, we demonstrate that when a robot receptionist uses a task-oriented communication style, a low-pitched voice is more likely to enhance customers’ intention to cocreate value with the robot. Conversely, when a robot receptionist uses a social-oriented communication style, a high-pitched voice elicits higher value cocreation intention. Perceived social support also mediates the impact of the interaction between voice pitch and communication style on value cocreation intention. These findings enrich theoretical research on voice pitch and value cocreation in human-robot interactions and have beneficial implications for designing the voice interaction systems of robot receptionists.
期刊介绍:
The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation.
In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field.
The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.