Are we behaviorally immune to COVID-19 through robots?

Xiong, Xiling; Wong, IpKin Anthony; Yang, Feng‐Qing

doi:10.1016/j.annals.2021.103312

Cited by 43 publications

(16 citation statements)

References 58 publications

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“…Previous studies demonstrated that consumers’ willingness to use service robots in the hospitality setting was influenced by various factors, such as robot appearance, service context and crowding (Liu et al , 2022; Hou et al , 2021). Another stream of recent studies aims to deepen understanding of customer experiences during human-robot interactions (Huang et al , 2021; Xiong et al , 2021) during the time of the COVID-19 pandemic.…”

Section: Literature Reviewmentioning

confidence: 99%

Robots can’t take my job: antecedents and outcomes of Gen Z employees’ service robot risk awareness

Shum

Alcorn

et al. 2022

IJCHM

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Purpose There has been a dramatic increase in the adoption of service robots in hotels, potentially replacing the human workforce. Drawing on Social Amplification of Risk Framework, this study aims to examine the moderating effect of transformational leadership on the indirect relationships between Gen Z employees’ tech-savviness and social skills on industry turnover intention via service robot risk awareness (SRRA). Design/methodology/approach This study collected two-wave time-lagged multilevel data of 281 frontline Gen Z hotel employees from 54 departments in China. Participants were asked to rate their tech-savviness, social skills and SRRA in the first survey. They rated their supervisor’s transformational leadership and industry turnover intention one week later. Findings Multilevel path analysis results showed SRRA mediates the negative indirect relationship of Gen Z employee’s tech-savviness and social skills on industry turnover intention. Transformational leadership weakened the positive effect of SRRA on industry turnover intention. Originality/value This study contributes to the growing literature on service robots by investigating the antecedents and outcomes of employees’ SRRA. To the best of the authors’ knowledge, it is one of the first empirical studies investigating the role of leadership to mitigate the negative consequences of employee’s SRRA. Managers can use the results of this study to implement training programs and ensure that employees and service robots successfully coexist in the workplace.

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Section: Literature Reviewmentioning

confidence: 99%

Robots can’t take my job: antecedents and outcomes of Gen Z employees’ service robot risk awareness

Shum

Alcorn

et al. 2022

IJCHM

View full text Add to dashboard Cite

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“…Going beyond prior literature on AI and information technology in the field (Cain et al, 2019;Li et al, 2021;Xiong et al, 2021), we are able to shed new light on several grounds. First, while prior studies commonly focus on applications of a specific technology such as AI, robots, smartphones and self-service technology, this inquiry takes a different focus to put emphasis on both advanced technology applications and the service contents.…”

Section: Theoretical Implicationsmentioning

confidence: 95%

“…They can be classified into industrial robots and social service robots (Pinillos et al , 2016). Specifically, social service robots interact with customers and provide services and support (Wirtz et al , 2018; Xiong et al , 2021). Moreover, with the development of technology, the focus of service robots has shifted from hardware design to application.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…AI applications in front-line services may focus on assisting or complementing employees doing more routine tasks. Robots can even replace human employees during the service encounter, with communications and physical interactions between machines and customers (Kuo et al , 2017; Xiong et al , 2021). Robots with anthropomorphic features (e.g.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…Therefore, service automation is another key feature that distinguishes smart dining from traditional restaurants (Fusté-Forné, 2021). Interestingly, the present health crisis expedites diners’ preferences of using robotic services, as these touchless solutions enable diners to perceive a reduced risk of viral infection (Xiong et al , 2021). Moreover, despite the above evidence offering a glimpse into smart service and restaurants, this body of knowledge remains inadequate (Gonzalez et al , 2022), considering that the rise of smart dining is expected to gain center stage in the academic literature.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

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Smart dining, smart restaurant, and smart service quality (SSQ)

Wong

Huang

Lin

et al. 2022

IJCHM

Self Cite

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Purpose Have you been to a smart restaurant, and how were its services? A common limitation of hospitality studies stems from the lack of research on how service quality is shaped within smart technology. This study aims to fill this literature void not merely to reiterate the importance of technology but also to recast service quality through the lens of information technology. It synthesizes the 5-S model of smart service quality (AKA SSQ) as a new conceptualization of service quality application in smart hospitality contexts such as smart restaurants. Design/methodology/approach This study undertook a qualitative research design based on theoretical synthesis from service quality, information technology and attention restoration. Drawing from online review comments and semistructured interviews from smart restaurants, the authors improvised the SSQ model to identify the essence of smart service in smart dining establishments. Findings “5-S” reflects an extension of the literature to denote a new SSQ abstraction pertinent to s-servicescape, s-assurance, s-responsiveness, s-reliability and s-empathy. A nomological network was posited to better understand the importance of smart design and consequence of SSQ. Research limitations/implications The emergence of smart dining gives rise to smart restaurants, which puts technology at center stage. As consumers are becoming increasingly comfortable with self-service technology, auto-payment and ordering systems and robotic services, technology in foodservice will continue to play an essential role to better serve diners. Geared with advanced innovations and intelligent devices, smart restaurants are now more than mere eateries. It is a trend and a lifestyle. Originality/value This novel SSQ concept adds new nuances to the literature by acknowledging the technological essence in today’s hospitality industry. By integrating smart technology into the service quality paradigm, the authors are able to observe several interesting behaviors exhibited during smart dining, including tech-induced restoration, which opens a new avenue to understand how attention restoration could be attained through immersion in a technologically advanced setting. By synthesizing theoretical essence from service quality, attention restoration and information technology, the authors are able to create a new dialog that should warrant a forum of discussion in future studies.

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A Service Ecosystem Perspective on Building a Cultural Tourism Co-creation Platform

Deng,

Wong

2024

Springer Proceedings in Business and Economics

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The aim of the paper is to provide practical insights into a cultural tourism co-creation platform for building a service platform ecosystem from multiple stakeholders’ perspectives. Drawing on the service dominant logic and service ecosystem literature, the paper provides a comprehensive literature review and multiple stakeholder perspectives on the construction of a cultural tourism co-creation platform for the digital practice of Mogao Grottos. Four key actors of cultural tourism co-creation platforms from a service ecosystem perspective are identified, including platform owners, platform partners, technological providers, and platform customers, and the paper explores the actions and strengths of these actors. To the authors’ knowledge, this study represents one of the early attempts to investigate the possible consequences of building a cultural tourism co-creation platform for destination organization management.

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Are we behaviorally immune to COVID-19 through robots?

Cited by 43 publications

References 58 publications

Robots can’t take my job: antecedents and outcomes of Gen Z employees’ service robot risk awareness

Robots can’t take my job: antecedents and outcomes of Gen Z employees’ service robot risk awareness

Smart dining, smart restaurant, and smart service quality (SSQ)

A Service Ecosystem Perspective on Building a Cultural Tourism Co-creation Platform

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