The Impact of Tourist–Robot Interaction on Tourist Engagement in the Hospitality Industry: A Mixed-Method Study

IF 3.4 4区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

Cornell Hospitality Quarterly Pub Date : 2022-06-17 DOI:10.1177/19389655221102383

Shujie Fang, Xiaoyun Han, Shuping Chen

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引用次数: 6

Abstract

Service robots have become a topic of interest for tourism and hospitality researchers and practitioners. The success of service robot adoption lies in the effectiveness of tourist–robot interaction. There has been less interest in the performance of tourist–robot interaction, with research related to tourist engagement being particularly scarce. Drawing on the theoretical perspective of relationships, this article examines the impact of tourist–robot interaction on tourist engagement in the hospitality context. A mixed-methods approach is adopted, utilizing grounded theory and structural equation modeling. The findings reveal two types of tourist–robot interaction, emotional (fun and playfulness) and instrumental (convenience and ease of use). Tourist–robot emotional interactions influence tourist engagement by enhancing tourists’ needs satisfaction, tourist emotion, and social bonds with robots. It was found that tourist–robot instrumental interaction positively affects tourist engagement through needs satisfaction and tourist emotion but not social bonds. The findings extend our understanding of human–robot interaction and customer engagement.

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游客-机器人互动对酒店业游客参与的影响:一项混合方法研究

服务机器人已经成为旅游和酒店业研究人员和从业者感兴趣的话题。服务机器人应用的成功在于游客与机器人互动的有效性。人们对游客与机器人互动的表现不太感兴趣，与游客参与度相关的研究尤其匮乏。基于关系的理论视角，本文考察了游客与机器人互动对酒店环境中游客参与度的影响。采用混合方法，利用扎根理论和结构方程建模。研究结果揭示了两种类型的游客——机器人互动，情感（有趣和好玩）和工具（方便和易用）。游客-机器人的情感互动通过提高游客的需求满意度、游客情绪以及与机器人的社会联系来影响游客的参与度。研究发现，游客与机器人的工具互动通过需求满意度和游客情绪对游客参与度产生积极影响，但不影响社会纽带。这些发现扩展了我们对人机交互和客户参与的理解。

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来源期刊

Cornell Hospitality Quarterly Multiple-

CiteScore

8.50

自引率

2.90%

发文量

期刊介绍： Cornell Hospitality Quarterly (CQ) publishes research in all business disciplines that contribute to management practice in the hospitality and tourism industries. Like the hospitality industry itself, the editorial content of CQ is broad, including topics in strategic management, consumer behavior, marketing, financial management, real-estate, accounting, operations management, planning and design, human resources management, applied economics, information technology, international development, communications, travel and tourism, and more general management. The audience is academics, hospitality managers, developers, consultants, investors, and students.