酒店客人-机器人交互体验:规模开发与验证

IF 7.6 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

Journal of Hospitality and Tourism Management Pub Date : 2023-11-28 DOI:10.1016/j.jhtm.2023.10.015

Shujie Fang , Xiaoyun Han , Shuping Chen

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引用次数: 0

摘要

服务机器人是旅游和酒店业的一个新兴课题。服务机器人的成功应用主要在于游客与机器人之间的有效互动。然而，很少有研究充分探讨游客与服务机器人互动的感知。本研究旨在开发一个测量酒店情境下客人与机器人互动体验的量表。我们采用了严格的规模开发程序。首先，指定构造域。其次，通过文献回顾和访谈产生项目，然后通过内容效度进行估计。第三，收集数据进行测试:345名被调查者用于项目纯化，307名被调查者用于量表验证。最终确定了一个包含18个项目的四维量表(感知能力、亲密感、互动舒适度和愉快体验)。本研究为全面了解酒店客人与服务机器人互动的感知和未来的相关研究提供了有用的工具。本文还讨论了对酒店管理的启示和进一步研究的方向。

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Hotel guest-robot interaction experience: A scale development and validation

Service robots is an emerging topic in tourism and hospitality industry. The success of service robots' adoption primarily lies in effective tourist-robot interaction. However, little research has fully explored tourist perception of interaction with service robots. This study aimed to develop a scale for measuring guest-robot interaction experience in hotel context. We utilized a rigorous scale development procedure. First, the construct domain was specified. Second, items were generated by literature review and interviews and then estimated by content validity. Third, data was collected to test the measures: 345 respondents were used for item purification and 307 respondents for scale validation. Ultimately, a four-dimensional (perceived competence, sense of closeness, interaction comfort, and pleasant experience) scale with 18 items was confirmed. This study contributes by providing a useful tool for comprehensively understanding hotel guests’ perception of interaction with service robots and future related research. Implications for hotel management and directions for further research are also discussed.

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来源期刊

Journal of Hospitality and Tourism Management Multiple-

CiteScore

13.30

自引率

8.40%

发文量

177

审稿时长

45 days

期刊介绍： Journal Name: Journal of Hospitality and Tourism Management Affiliation: Official journal of CAUTHE (Council for Australasian Tourism and Hospitality Education Inc.) Scope: Broad range of topics including: Tourism and travel management Leisure and recreation studies Emerging field of event management Content: Contains both theoretical and applied research papers Encourages submission of results of collaborative research between academia and industry.