Customer acceptance of humanoid service robots in hotels: moderating effects of service voluntariness and culture

Said, N, Ben Mansour, K, Bahri-Ammari, N, Yousaf, A ORCID: https://orcid.org/0000-0002-5234-7474 and Mishra, A, 2023. Customer acceptance of humanoid service robots in hotels: moderating effects of service voluntariness and culture. International Journal of Contemporary Hospitality Management. ISSN 0959-6119

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Abstract

Purpose: The current study proposes a research model integrating TAM3 constructs and human aspects of humanoid service robots (HSRs), measured by the Godspeed questionnaire series (GQS), and tested across two hotel properties in Japan and the US.

Design/methodology/approach: Potential participants were approached randomly by e-mail invitation. A final sample size of 395, across two hotels, one in Japan and the other in the US, was obtained and the data were analyzed using structural equation modelling.

Findings: The results confirm that perceived usefulness (PU), driven by subjective norms and output quality, and perceived ease of use (PEOU), driven by perceived enjoyment and absence of anxiety, are the immediate direct determinants of users' re-patronage intentions for HSRs. Results also showed that users prefer anthropomorphism, perceived intelligence, and the safety of an HSR for re-using it.

Implications: The findings have practical implications for the hospitality industry suggesting multiple attributes of an HSRs that managers need to consider before deploying them in their properties.

Originality: The current study proposes an integrated model determining factors that affect the re-patronage of HSRs in hotels.

Item Type:	Journal article
Publication Title:	International Journal of Contemporary Hospitality Management
Creators:	Said, N., Ben Mansour, K., Bahri-Ammari, N., Yousaf, A. and Mishra, A.
Publisher:	Emerald
Date:	10 July 2023
ISSN:	0959-6119
Identifiers:	Number Type 10.1108/ijchm-12-2022-1523 DOI 1826308 Other
Rights:	© 2023, Emerald Publishing Limited. This AAM is provided for your own personal use only. It may not be used for resale, reprinting, systematic distribution, emailing, or for any other commercial purpose without the permission of the publisher.
Divisions:	Schools > Nottingham Business School
Record created by:	Laura Ward
Date Added:	03 Nov 2023 15:39
Last Modified:	03 Nov 2023 15:39
URI:	https://irep.ntu.ac.uk/id/eprint/50253

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