Can Emotional Quotient Boost Intelligence Quotient? The Influence of Service Robots' Communication Styles on Tourists' Memorable Experiences

IF 4.1 3区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Tourism Research Pub Date : 2025-04-03 DOI:10.1002/jtr.70013

Zhangxiang Zhu, Yaxin Zhao, Binli Tang

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引用次数: 0

Abstract

There has been insufficient research on how the emotional- and intelligence-related shortcomings of service robots may be compensated for to enhance the tourist experience. In this study, we explore the influence of service robots' communication style on tourists' memorable tourism experiences through three situational experiments involving different backgrounds and groups of subjects. The findings indicate that when service robots use social-oriented (vs. task-oriented) communication emphasizing emotional intelligence, tourists have more memorable experiences. Perceived warmth and intelligence mediate the relationship between communication style and memorable tourism experiences. At the same time, a higher level of anthropomorphism in the appearance of service robots, along with tourists' familiarity with technology, enhances the positive effects of socially oriented communication. These conclusions contribute to the literature on human–robot interaction in tourism and provide guidance for using service robots in scenic destinations.

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来源期刊

International Journal of Tourism Research HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

9.00

自引率

4.30%

发文量

期刊介绍： International Journal of Tourism Research promotes and enhances research developments in the field of tourism. The journal provides an international platform for debate and dissemination of research findings whilst also facilitating the discussion of new research areas and techniques. IJTR continues to add a vibrant and exciting channel for those interested in tourism and hospitality research developments. The scope of the journal is international and welcomes research that makes original contributions to theories and methodologies. It continues to publish high quality research papers in any area of tourism, including empirical papers on tourism issues. The journal welcomes submissions based upon both primary research and reviews including papers in areas that may not directly be tourism based but concern a topic that is of interest to researchers in the field of tourism, such as economics, marketing, sociology and statistics. All papers are subject to strict double-blind (or triple-blind) peer review by the international research community.