Antecedents of customers’ acceptance of artificially intelligent robotic device use in hospitality services

Lin, Hongxia; Hengxuan, Oscar; Gürsoy, Doğan

doi:10.1080/19368623.2020.1685053

Cited by 198 publications

(260 citation statements)

References 45 publications

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“…This study obtained results that concretely indicated that perceived value is affected by personalization and entertainment. These findings supported Hypothesis 1b and Hypothesis 1c, reaching the same conclusions as Foris et al [28] and Lin et al [35] about the importance of personalization and entertainment elements of smart hotels. Additionally, the results were consistent with studies [25] that suggested smart technologies empowered individuals to enjoy an interconnected and participatory consumption, which resulted in extraordinary value.…”

Section: Discussionsupporting

confidence: 88%

“…Robots in service delivery are a perfect example, and a lot of research stated that the arrival of robots in the service sector allows for fun interaction with the customers [34]. Lin et al [35] observed how AI robotic devices benefit customers' hedonic demands in both full-service and limited-service hotels. Meanwhile, Tussyadiah et al [19] described the rapid development of VR in the field of tourism and tested the impact of VR regarding changing customer attitudes and behaviors.…”

Section: Expected Benefits Towards a Smart Hotelmentioning

confidence: 99%

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The Role of Expected Benefits towards Smart Hotels in Shaping Customer Behavior: Comparison by Age and Gender

2021

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The present study attempted to provide foresight into the hotels of the future in response to the Fourth Industrial Revolution. In particular, this research aimed to understand customers’ expected benefits, many of which are rooted in the characteristics of a smart hotel, as well as to discover the role of expected benefits to build perceived value and attitude, which in turn increase the behavioral intentions towards a smart hotel. Furthermore, the moderating effect of age and gender was tested in the link between the expected benefits and perceived value, and the association between the expected benefits and attitude. The results of our analysis determined how personalization and entertainment, as well as safety and security, had a leading role to shape customer behavior, and how age moderated the link between entertainment and attitude. The discussion and implications were conducted in light of these findings.

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Section: Discussionsupporting

confidence: 88%

Section: Expected Benefits Towards a Smart Hotelmentioning

confidence: 99%

The Role of Expected Benefits towards Smart Hotels in Shaping Customer Behavior: Comparison by Age and Gender

2021

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“…Customers generally have positive attitudes towards robots in a tourism and hospitality context ( Ivanov et al, 2018 ), trust them ( Park, 2020 ), accept to use them ( de Kervenoael et al, 2020 ; Lin et al, 2019 ; Lu et al, 2019 ), but prefer to pay less for robot-delivered hospitality services compared to human-delivered services ( Webster and Ivanov, 2020 ). However, the intentions to use depend on whether tourists perceive specific tasks as suitable for robotisation or not ( Ivanov and Webster, 2019b ).…”

Section: Literature Reviewmentioning

confidence: 99%

A conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world: The role of service robots

Seyitoğlu

Иванов

2020

International Journal of Hospitality Management

111

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Highlights Provides a conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world. Identifies three service delivery system designs (robotic, human-based, and mixed). Analyses the requirements, (dis)advantages, and potential target markets of suggested systems. In a physically distant service the physical contact between the service provider and the customer is eliminated.

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“…Key examples of AI-enabled technology (AIET) include chatbots, virtual agents, autonomous vehicles, smart speakers, and social robots. These are increasingly used in diverse domains, such as customer service [3], healthcare [4], agriculture [5], education [6], and retail [7]. According to Fortune Business Insights [8], the global AI market was valued at USD 20.67 billion in 2018 and is expected to reach USD 202.57 billion by 2026.…”

Section: Introductionmentioning

confidence: 99%

Machinelike or Humanlike? A Literature Review of Anthropomorphism in AI-Enabled Technology

Li¹,

Suh²

2021

Proceedings of the Annual Hawaii International Conference on System Sciences

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Due to the recent proliferation of AI-enabled technology (AIET), the concept of anthropomorphism, human likeness in technology, has increasingly attracted researchers' attention. Researchers have examined how anthropomorphism influences users' perception, adoption, and continued use of AIET. However, researchers have yet to agree on how to conceptualize and operationalize anthropomorphism in AIET, which has resulted in inconsistent findings. A comprehensive understanding is thus needed of the current state of research on anthropomorphism in AIET contexts. To conduct an in-depth analysis of the literature on anthropomorphism, we reviewed 35 empirical studies focusing on conceptualizing and operationalizing AIET anthropomorphism, and its antecedents and consequences. Based on our analysis, we discuss potential research gaps and offer directions for future research.

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Antecedents of customers’ acceptance of artificially intelligent robotic device use in hospitality services

Cited by 198 publications

References 45 publications

The Role of Expected Benefits towards Smart Hotels in Shaping Customer Behavior: Comparison by Age and Gender

The Role of Expected Benefits towards Smart Hotels in Shaping Customer Behavior: Comparison by Age and Gender

A conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world: The role of service robots

Machinelike or Humanlike? A Literature Review of Anthropomorphism in AI-Enabled Technology

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