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.

Intentions to use and recommend to others

2014 ◽  
Vol 38 (2) ◽  
pp. 186-208 ◽  
Author(s):  
Sandra Maria Correia Loureiro ◽  
Hans Rüdiger Kaufmann ◽  
Samuel Rabino
Keyword(s):  
Technology Acceptance ◽  
Relationship Marketing ◽  
Customer Value ◽  
Online Survey ◽  
Online Banking ◽  
Self Control ◽  
Theoretical Frameworks ◽  
Banking Services ◽  
Content Type ◽  
Acceptance Model

Purpose – In an online banking context this study seeks to explore the relation between the relationship marketing factors of customer intentions to continue to use services and to recommend these services to others, and the technology acceptance factors of self-control, usefulness, customer value, technology-based service encounter satisfaction and reputation. Innovatively this study also compares the proposed model in two countries, Portugal and Austria. Design/methodology/approach – Derived from a review of previous literature, a survey was developed and data were collected using the online survey service of universities in two countries, Portugal and Austria. The partial least squares approach was employed to test the hypotheses. Findings – The findings showed that self-control and usefulness are important antecedents of customer value delivery. Furthermore perceptions of online bank reputation were enhanced by the satisfaction derived from positive customer encounters with online banking services. Unlike the Portuguese, Austrians' perceptions of bank reputation did not significantly influence their intention to continue to use or their propensity to recommend online banking to others. Originality/value – Based on literature which suggests that constructs such as customer value, trust, satisfaction and reputation are inter-related to the technology acceptance model, this paper extends earlier theoretical frameworks and is the first study to incorporate relationship marketing constructs into a model examining intention to use, and recommending online banking services. The study also differentiates the model in two countries that represent different business and cultural settings: Portugal and Austria.

Consumers’ attitude towards e-banking services in Islamic banks: the case of Sudan

2016 ◽  
Vol 26 (2) ◽  
pp. 244-260 ◽  
Author(s):  
Ilham Hassan Fathelrahman Mansour ◽  
Abuzar M.A. Eljelly ◽  
Abdelgardir M.A. Abdullah
Keyword(s):  
Service Quality ◽  
Technology Acceptance ◽  
Ease Of Use ◽  
Banking Services ◽  
Adoption Of Technology ◽  
Content Type ◽  
Automated Teller Machines ◽  
Customer Base ◽  
Customer Acceptance ◽  
Acceptance Model

Purpose This study aims to provide an analysis of the attitude toward three banking services technologies in Sudan, namely, automated teller machines (ATMs), mobile banking and internet (online) banking. The study started by conducting an exploratory factor analysis, on the valid responses received from a random sample of bank customers in Sudan toward the three technologies. Design/methodology/approach The study used the “technology acceptance model” as a conceptual framework to investigate the factors that influence customers’ acceptance and intention to use bank technologies. Findings The study found that the customers’ attitude toward various bank technologies is not the same and is influenced by different factors. The results revealed that bank customers who are users of ATMs are influenced by its convenience, ease of use and service quality, whereas credibility was not seen as a significant driver. Mobile users were found to be influenced more by the benefits and ease of use and service quality, whereas internet customers were influenced by the benefits and ease of use and credibility of the systems. Under the three models, attitude emerged as a fully mediating factor for customers’ behavioral intentions. Practical implications The implications of this study are obvious for both regulators and bankers in Sudan for careful designing and implementation of their technology-based banking systems and focusing on the features of concern and desirable most by bank customers and necessary for secure and safe adoption of technology-based banking. Originality/value There are no studies to date that provide evidence of customer acceptance and the use of these services, the volume of bank business or profits derived from these services. This is especially important because security concerns are always associated and attached with technology-based services. The identification of technology acceptance factors is very important for bank regulators, bank marketers and banks’ customer base.

scholarly journals Spicing up hospitality service encounters: the case of Pepper™

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Aarni Tuomi ◽  
Iis P. Tussyadiah ◽  
Paul Hanna
Keyword(s):  
Participant Observation ◽  
Empirical Studies ◽  
Human Robot Interaction ◽  
Photo Elicitation ◽  
Service Robots ◽  
Service Robot ◽  
Service Encounters ◽  
Structured Interviews ◽  
Previous Theory ◽  
Content Type

Purpose This paper aims to explore the implications of integrating humanoid service robots into hospitality service encounters by evaluating two service prototypes using Softbank Robotics’ popular service robot Pepper™: to provide information (akin to a receptionist) and to facilitate order-taking (akin to a server). Drawing both studies together, the paper puts forward novel, theory-informed yet context-rooted design principles for humanoid robot adoption in hospitality service encounters. Design/methodology/approach Adopting a multiple method qualitative approach, two service prototypes are evaluated with hospitality and tourism experts (N = 30, Prototype 1) and frontline hospitality employees (N = 18, Prototype 2) using participant observation, in situ feedback, semi-structured interviews and photo-elicitation. Findings The adoption of humanoid service robots in hospitality is influenced by the following four layers of determinants: contextual, social, interactional and psychological factors, as well as extrinsic and intrinsic drivers of adoption. These empirical findings both confirm and extend previous conceptualizations of human-robot interaction (HRI) in hospitality service. Research limitations/implications Despite using photo-elicitation to evoke insight regarding the use of different types of service robots in hospitality, the paper mostly focuses on anthropomorphized service robots such as Pepper™. Practical implications Adopting humanoid service robots will transform hospitality operations, whereby the most routine, unpleasant tasks such as taking repeat orders or dealing with complaints may be delegated to service robots or human-robot teams. Social implications Working with and receiving service from Pepper™ changes the service encounter from direct practical, technical considerations to more nuanced social and psychological implications, particularly around feelings of self-esteem, social pressure and social judgment. Originality/value This paper presents one of the first empirical studies on HRI in hospitality service encounters using Softbank Robotics’ Pepper™. In doing so, the paper presents a novel framework for service robot adoption rooted in first-hand user interaction as opposed to previous, theory-driven conceptualizations of behavior or empirical studies exploring behavioral intention.

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.

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.

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.

scholarly journals How will service robots redefine leadership in hotel management? A Delphi approach

2020 ◽  
Vol 32 (6) ◽  
pp. 2217-2237 ◽  
Author(s):  
Shi Xu ◽  
Jason Stienmetz ◽  
Mark Ashton
Keyword(s):  
Resource Management ◽  
Human Resource Management ◽  
Human Resource ◽  
Leadership Role ◽  
Service Robots ◽  
Service Robot ◽  
Robotic Technology ◽  
Content Type ◽  
Delphi Approach ◽  
The Future

Purpose Using the Delphi technique, this paper aims to investigate how human resource experts perceive service robots will impact leadership and human resource management in the hospitality industry. Design/methodology/approach A three-stage Delphi study with hotel industry human resource experts was conducted to identify the key trends and major challenges that will emerge in the next ten years and how leaders should deal with the challenges brought about by service robot technologies. Findings The results show that while service robots are anticipated to increase efficiency and productivity of hotel activities, they may also pose challenges such as high costs, skill deficits and significant changes to the organizational structure and culture of hotels. Therefore, the anticipated applications and integration of robotic technology will require leaders of the future to carefully consider the balance between the roles of service robots and human employees in the guest experience and to nurture a work environment that embraces open-mindedness and change. Originality/value This is the first type of study to examine hospitality leadership and human resource management in the context of robotized hotels. This study has taken an important step to understand the leadership role in robotized hotels from a human resource perspective and brings clarity as to how robotic technology can influence leadership in the future workplace.

Acceptance of Islamic financial technology (FinTech) banking services by Malaysian users: an extension of technology acceptance model

foresight ◽  
2020 ◽  
Vol 22 (3) ◽  
pp. 367-383 ◽  
Author(s):  
Imran Mehboob Shaikh ◽  
Muhammad Asif Qureshi ◽  
Kamaruzaman Noordin ◽  
Junaid Mehboob Shaikh ◽  
Arman Khan ◽  
...  
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Consumer Innovativeness ◽  
Banking Services ◽  
Content Type ◽  
Acceptance Model ◽  
Financial Technology

Purpose This paper aims to examine the determinants that influence bank users’ acceptance for Islamic financial technology (FinTech) services by extending the technology acceptance model (TAM) in the Malaysian context. Design/methodology/approach The survey was conducted using convenience sampling. Moreover, 205 responses were gathered from users of the Islamic bank. On the same note, the literature on determinants of Islamic FinTech acceptance and TAM was reviewed as well in a bid to contribute to the factors that are instrumental in determining the acceptance of FinTech services. Findings Findings of the study reveal that Islamic FinTech’s services acceptance is determined by perceived ease of use, perceived usefulness and also by another variable, which is consumer innovativeness (CI). On the contrary other factors, self-efficacy and subjective norms are found not to be influential in determining Islamic FinTech’s acceptance by Islamic banking users. Originality/value TAM is extended in the context of Islamic FinTech. A new variable, namely, CI is tested using TAM. CI is yet to be tested, therefore, this paper will be a useful reference for the policymakers, academicians and future researchers.

Customer disloyalty in retail banking services: attitudinal and behavioural dimensions

2019 ◽  
Vol 11 (1) ◽  
pp. 46-67
Author(s):  
Shakti Bodh Bhatnagar ◽  
Jitendra Kumar Mishra ◽  
Asif Ali Syed
Keyword(s):  
Retail Banking ◽  
Banking Services ◽  
Negative Image ◽  
Content Type ◽  
Customer Behaviour ◽  
Customer Switching ◽  
Comprehensive Framework ◽  
The Relationship ◽  
Relevant Factors ◽  
Structured Questionnaire

Purpose The literature on customer behaviour has attracted significant attention towards customer loyalty; however, customer disloyalty has not been adequately studied. The purpose of this paper is to identify factors leading to customer disloyalty and develop a comprehensive framework for understanding various dimensions of customer disloyalty in retail banking services. Design/methodology/approach The study is descriptive in nature. Variables associated with customer disloyalty were identified from literature and subsequently factor analysis has been applied to derive the significant factors leading to customer disloyalty. Data were collected through a structured questionnaire administered to 357 retail banking customers. EFA and CFA have been employed to determine relevant factors. Findings This study found that customer disloyalty comprises of, both, attitudinal and behavioural components. Further, the study revealed three factors – unfair practices, unfulfilled services and poor interaction leading to behavioural disloyalty and negative image leading to attitudinal disloyalty. Surprisingly, the study found that pricing and competitor’s attraction do not affect, both, attitudinal disloyalty and behavioural disloyalty. Research limitations/implications The study contributes to customer behaviour literature by understanding customer disloyalty as a distinct concept in comparison to much prevalent customer switching. It addition, this study empirically identified factors leading to behavioural disloyalty and attitudinal disloyalty. Originality/value The originality lies in that fact that it is the only empirical study which has studied customer disloyalty through attitudinal disloyalty lenses. Subsequently, it has also attempted to fill the gap in available literature by studying the relationship between attitudinal disloyalty and behavioural disloyalty.

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