Friendly or competent? The effects of perception of robot appearance and service context on usage intention

IF 10.4 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

Annals of Tourism Research Pub Date : 2022-01-01 DOI:10.1016/j.annals.2021.103324

Xing (Stella) Liu, Xiao (Shannon) Yi, Lisa C. Wan

引用次数: 54

Abstract

This study examines the influence of the perception of robot appearance and service context on customers'/tourists' intention to use robots. Four studies confirm a congruity effect between the perception of service robot appearance and service context. Results suggest that customers/tourists are more willing to use a service robot perceived as warm in hedonic service contexts, whereas they are more willing to use a service robot perceived as competent in utilitarian service contexts. These effects are driven by trust. This study offers a novel perspective on customers'/tourists' reactions to service robots. It also provides insights for hospitality and tourism practitioners making decisions about robot adoption.

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友好还是能干?机器人外观感知和服务情境对使用意图的影响

本研究考察了机器人外观感知和服务情境对顾客/游客使用机器人意愿的影响。四项研究证实了服务机器人外观感知与服务情境之间的一致性效应。结果表明，在享乐主义服务环境中，顾客/游客更愿意使用被认为热情的服务机器人，而在功利主义服务环境中，他们更愿意使用被认为有能力的服务机器人。这些影响是由信任驱动的。这项研究为顾客/游客对服务机器人的反应提供了一个新的视角。它还为酒店和旅游业从业者在决定采用机器人时提供了见解。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Annals of Tourism Research Multiple-

CiteScore

19.10

自引率

9.10%

发文量

135

审稿时长

42 days

期刊介绍： The Annals of Tourism Research is a scholarly journal that focuses on academic perspectives related to tourism. The journal defines tourism as a global economic activity that involves travel behavior, management and marketing activities of service industries catering to consumer demand, the effects of tourism on communities, and policy and governance at local, national, and international levels. While the journal aims to strike a balance between theory and application, its primary focus is on developing theoretical constructs that bridge the gap between business and the social and behavioral sciences. The disciplinary areas covered in the journal include, but are not limited to, service industries management, marketing science, consumer marketing, decision-making and behavior, business ethics, economics and forecasting, environment, geography and development, education and knowledge development, political science and administration, consumer-focused psychology, and anthropology and sociology.