Interaction between hotel service robots and humans: A hotel-specific Service Robot Acceptance Model (sRAM)

2020 ◽  
Vol 36 ◽  
pp. 100751 ◽  
Author(s):  
Laura Fuentes-Moraleda ◽  
Patricia Díaz-Pérez ◽  
Alicia Orea-Giner ◽  
Ana Muñoz- Mazón ◽  
Teresa Villacé-Molinero
Keyword(s):  
Service Robots ◽  
Service Robot ◽  
Specific Service ◽  
Robot Acceptance ◽  
Hotel Service ◽  
Acceptance Model

Construction and empirical research on acceptance model of service robots applied in hotel industry

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Lina Zhong ◽  
Xiaoya Zhang ◽  
Jia Rong ◽  
Hing Kai Chan ◽  
Jinyu Xiao ◽  
...  
Keyword(s):  
Factor Analysis ◽  
Technology Acceptance ◽  
Empirical Research ◽  
Hotel Industry ◽  
Perceived Value ◽  
Service Robots ◽  
Content Type ◽  
Hotel Service ◽  
Acceptance Model ◽  
Robot Selection

PurposeRobots, as the crystallization of new artificial intelligence, are being applied in various fields, especially the hotel industry. They are seizing the opportunities, using technology to improve the overall quality and comprehensive competitiveness. However, they also cause many problems due to practical limitations. The purpose of this paper is to study customers' recognition and acceptance of hotel service robots to guide the successful promotion of this technology.Design/methodology/approachThis paper proposed a comprehensive model based on the theory of planned behavior, the technology acceptance model and then the perceived value-based acceptance model. Exploratory factor analysis, confirmatory factor analysis, grouped regression analysis and path analysis was adopted to validate the impacts of each variable to obtain the final reliable model using data collected from hotel guests using a self-designed questionnaire.FindingsThe empirical research based on the theoretical model shows that the constructed conceptual model can thoroughly explain the influencing factors of hotel robot acceptance, enrich the acceptance theory and provide academic support for the use and popularization of hotel service robots. Among all variables, attitude, usefulness and perceived value are the factors that have the greatest impact on acceptance. They have significant differences in the effects of adjustment variables such as gender, educational level, whether hotel robots have been used, and whether other robot services have been experienced on different paths in the model.Practical implicationsThis paper explored the customer acceptance of service robots in hotels, helped to understand the process of decision-making on service robot selection and contributed to the theoretical extension of the hospitality industry. The work guides hotel management to promote better-personalized products and services of robot technology in the hospitality industries.Originality/valueThe acceptance study on hotel service robots provides insight into the hotel industry to understand customers' attitudes and acceptance of emerging technology.

Assessing the hotel service robot interaction on tourists' behaviour: the role of anthropomorphism

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jing Wen Jia ◽  
Namho Chung ◽  
Jooyoung Hwang
Keyword(s):  
User Satisfaction ◽  
Positive Impact ◽  
Service Robots ◽  
Service Robot ◽  
Research Model ◽  
Content Type ◽  
Hotel Service ◽  
Human Likeness ◽  
The Impact

PurposeThe main purpose of this study is to investigate the impact of service robots on hotel visitors' behaviour and to verify the role of anthropomorphism(human likeness) in customer satisfaction with robots.Design/methodology/approachAn online survey of 381 respondents was conducted, divided into three types of robots according to the level of anthropomorphism. The research model was thoroughly tested using the PLS-SEM method. Research model was tested thoroughly using the PLS-SEM method.FindingsThis study found that user satisfaction with service robots in a hotel had a positive impact on user satisfaction, attitude towards the hotel and room purchase intention. Moreover, our results showed that users were most likely to accept medium-human likeness robots and least likely to accept high–human likeness robots.Originality/valueThis study proposes influencing factors to be considered when researching hotel service robots, as well as practical suggestions for any hotel intending to use or currently using a service robot.

Customer acceptance of frontline service robots in retail banking: A qualitative approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Amelia Amelia ◽  
Christine Mathies ◽  
Paul G. Patterson
Keyword(s):  
Retail Banking ◽  
Human Robot Interaction ◽  
Service Robots ◽  
Service Robot ◽  
Theoretical Frameworks ◽  
Banking Services ◽  
Content Type ◽  
Customer Acceptance ◽  
Acceptance Model ◽  
Frontline Service

PurposeThe purpose of this paper is to explore what drives customer acceptance of frontline service robots (FSR), as a result of their interaction experiences with FSR in the context of retail banking services.Design/methodology/approachApplications of the unified theory of acceptance and use of technology and service robot acceptance model frame the exploration of customers’ interaction experiences with physical FSR to explain acceptance. A thematic analysis of information obtained through observations, focus groups and participant interviews was applied to identify themes.FindingsThis study identifies 16 dimensions that group into five main themes that influence customer acceptance of FSR in retail banking services: (1) utilitarian aspect, (2) social interaction, (3) customer responses toward FSR, (4) customer perspectives of the company brand and (5) individual and task heterogeneity. Themes 1 and 2 are labeled confirmed themes based on existing theoretical frameworks used; themes 3–5 are additional themes.Practical implicationsThis study provides actionable suggestions to allow managers to reflect on their strategy and consider ways to design and improve the delivery of services that involve FSR.Originality/valueThis study adds to our limited knowledge of how human-robot interaction research in robotics translates to a relatively new research area in frontline services and provides a step toward a comprehensive FSR acceptance model.

scholarly journals Improving the robustness of a service robot for continuous indoor monitoring: An incremental approach

2021 ◽  
Vol 18 (3) ◽  
pp. 172988142110121
Author(s):  
David Portugal ◽  
André G Araújo ◽  
Micael S Couceiro
Keyword(s):  
Real World ◽  
Service Robots ◽  
Service Robot ◽  
Technology Readiness ◽  
Incremental Approach ◽  
Technology Readiness Level ◽  
Readiness Level ◽  
Software And Hardware ◽  
Indoor Monitoring

To move out of the lab, service robots must reveal a proven robustness so they can be deployed in operational environments. This means that they should function steadily for long periods of time in real-world areas under uncertainty, without any human intervention, and exhibiting a mature technology readiness level. In this work, we describe an incremental methodology for the implementation of an innovative service robot, entirely developed from the outset, to monitor large indoor areas shared by humans and other obstacles. Focusing especially on the reliability of the fundamental localization system of the robot in the long term, we discuss all the incremental software and hardware features, design choices, and adjustments conducted, and show their impact on the performance of the robot in the real world, in three distinct 24-h long trials, with the ultimate goal of validating the proposed mobile robot solution for indoor monitoring.

Effect of Customer's Perception on Service Robot Acceptance

2021 ◽  
Author(s):  
Yi Li ◽  
Chongli Wang
Keyword(s):  
Service Robot ◽  
Robot Acceptance

The robot-to-robot service encounter: an examination of the impact of inter-robot warmth

2021 ◽  
Vol 35 (9) ◽  
pp. 15-27
Author(s):  
Magnus Söderlund
Keyword(s):  
Design Methodology ◽  
Service Robots ◽  
Service Robot ◽  
Service Encounters ◽  
Experimental Setting ◽  
Content Type ◽  
Robot Systems ◽  
Synthetic Agents ◽  
High Level ◽  
The Impact

Purpose This study aims to examine humans’ reactions to service robots’ display of warmth in robot-to-robot interactions – a setting in which humans’ impressions of a service robot will not only be based on what this robot does in relation to humans, but also on what it does to other robots. Design/methodology/approach Service robot display of warmth was manipulated in an experimental setting in such a way that a service robot A expressed low versus high levels of warmth in relation to another service robot B. Findings The results indicate that a high level of warmth expressed by robot A vis-à-vis robot B boosted humans’ overall evaluations of A, and that this influence was mediated by the perceived humanness and the perceived happiness of A. Originality/value Numerous studies have examined humans’ reactions when they interact with a service robot or other synthetic agents that provide service. Future service encounters, however, will comprise also multi-robot systems, which means that there will be many opportunities for humans to be exposed to robot-to-robot interactions. Yet, this setting has hitherto rarely been examined in the service literature.

scholarly journals Application Problems and Solutions of Intelligent Airport Service Robots

2020 ◽  
Vol 198 ◽  
pp. 04030
Author(s):  
Dai Yanyan ◽  
Chen Meng
Keyword(s):  
Artificial Intelligence ◽  
Cloud Computing ◽  
Big Data ◽  
Large Scale ◽  
New Technologies ◽  
Effective Means ◽  
Third Party ◽  
Service Robots ◽  
Service Robot ◽  
Operation Conditions

With the development of new technologies such as artificial intelligence, big data, and cloud computing, the “intelligent airport” is considered to be an effective means to solve or alleviate the current industry problems such as large-scale airport business, the large number of operating entities, and the complicated operation conditions. This paper is about the collaboration between universities and enterprises based on the concept of service design. Relying on big data and cloud computing technology, this paper addresses the problems of airport service robots in inquiries, blind spots of security inspection, and full monomer smart navigation diffluence, combined with the basic technology of service robot artificial intelligence and the third-party interface to design solutions to effectively solve the problems of process.

Exploring customers’ attitudes to the adoption of robots in tourism and hospitality

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohamed Abou-Shouk ◽  
Hesham Ezzat Gad ◽  
Ayman Abdelhakim
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Structural Equation ◽  
Service Robots ◽  
Content Type ◽  
Factors Affecting ◽  
Positive Attitudes ◽  
Travel Agencies ◽  
Tourism And Hospitality ◽  
Acceptance Model

Purpose This study aims to explore the factors affecting customers’ attitudes to the adoption of robots in hotels and travel agencies. Design/methodology/approach Structural equation modelling was used to test the extended technology acceptance model based on data collected from 570 customers of hotels and travel agencies. Findings The findings revealed that hotel customers have more positive attitudes to service robots than their peers in travel agencies. Originality/value This research contributes to the literature on robots in tourism and responds to the call to investigate customers’ attitudes to the adoption of robots in developing countries.

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