The role of perceived risk and information security on customers' acceptance of service robots in the hotel industry

Pizam, Abraham; Ozturk, Ahmet Bulent; Hacikara, Ahmet; Zhang, Tingting; Balderas-Cejudo, Adela; Buhalis, Dimitrios; Fuchs, Galia; Hara, Tadayuki; Meira, Jessica; Revilla, Raquel Garcia Mercedes; Sethi, Deepa; Shen, Ye; State, Olimpia

doi:10.1016/j.ijhm.2023.103641

Cited by 15 publications

(1 citation statement)

References 80 publications

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“…Breaches to these systems allow hackers to access cardholders' information and personal identities [19]. There are limited studies in the context of the cybersecurity applied by OTAs, hotels, smart cities, and user context as a topic [20]. Several studies have made efforts to examine cybersecurity in the hospitality industry [17], technology and transportation sectors [21], and food industry [22]; data breaches in the hotel industry [23]; communication and information in the hotel industry [24]; digital wallets [25]; the Internet of Things (IoT) [26]; consumer's trust in OTAs [27]; cybersecurity threats in the e-commerce sector [28]; or even cyberattacks on the hospitality sector [29].…”

Section: Introductionmentioning

confidence: 99%

The Cybersecurity Applied by Online Travel Agencies and Hotels to Protect Users’ Private Data in Smart Cities

Florido-Benítez

2024

Smart Cities

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The purpose of this paper is to analyse the cybersecurity in online travel agencies (OTAs) and hotel sectors to protect users’ private data in smart cities. Methodologically, this research uses a sample of information about cyberattacks that occurred during the period of 2000–2023 in companies operating as OTAs and in the travel, tourism, and food sectors, which was obtained from research articles. Then, we had to expand the research to include updated information about cyberattacks from digital newspapers, regulatory sources, and state data breach notification sites like CSIS, KonBriefing, EUROCONTROL, and GlobalData. The findings of the current research prove that hotels and OTAs were constantly exposed to cyberattacks in the period analysed, especially by data breaches and malware attacks; in fact, this is the main novelty of this research. In addition, these incidents were severe for both guests and tourism companies because their vulnerabilities and consequences affect the reputation of companies and smart cities where these firms operate, as well as consumer confidence. The results also showed that most of the cyberattacks examined in this manuscript were aimed at stealing information about the companies’ and users’ private data such as email addresses; credit card numbers, security codes, and expiration dates; and encoded magstripe data; among many other types of data. Cyberattacks and cyberthreats never disappear completely in the travel and tourism sectors because these illegal activities are closely related to the hacker’s thirst for power, fame, and wealth.

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Section: Introductionmentioning

confidence: 99%

The Cybersecurity Applied by Online Travel Agencies and Hotels to Protect Users’ Private Data in Smart Cities

Florido-Benítez

2024

Smart Cities

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Pursuing the drivers of consumer behaviour toward service robots in the hotel industry

Soliman,

Ivanov,

Elgammal

et al. 2024

International Journal of Hospitality Management

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Digital marketing innovation and industrial marketing: evidence from restaurants' service robots

2024

APJML

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PurposeThis study aims to explore how perceived anthropomorphism, perceived warmth, and customer–artificial intelligence (AI) assisted exchange (CAIX) of service robots affect customers’ satisfaction via digital marketing innovation.Design/methodology/approachA customer satisfaction model was formulated based on the perspective of parasocial relationships and hybrid intelligence; 236 completed questionnaires were returned by partial least squares structural equation modeling analysis.FindingsThis study demonstrates that perceived anthropomorphism, perceived warmth and CAIX's impact on digital marketing innovation were supported, and customer satisfaction impacted the continued intention to use service robots.Originality/valueRestaurants that leverage service robots differentiate themselves from competitors by offering innovative and technologically advanced dining experiences. Integrating AI capabilities sets these restaurants apart and attracts tech-savvy customers who value convenience and efficiency.

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The role of perceived risk and information security on customers' acceptance of service robots in the hotel industry

Cited by 15 publications

References 80 publications

The Cybersecurity Applied by Online Travel Agencies and Hotels to Protect Users’ Private Data in Smart Cities

The Cybersecurity Applied by Online Travel Agencies and Hotels to Protect Users’ Private Data in Smart Cities

Pursuing the drivers of consumer behaviour toward service robots in the hotel industry

Digital marketing innovation and industrial marketing: evidence from restaurants' service robots

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