... are lower when a robot is uncivil (vs human); and when customers witness incivility by a robot (vs mechanoid), their positive emotions are more likely to be reduced. Originality/value This research addresses a clear gap in the literature by exploring the unique impacts of customers’ perceptions...

... ; Prayag et al., 2017). Steriopoulos et al. (2023 , p. 4) recognise that tourism literature mainly explores positive emotions “and neglects the outcomes based on mixed or negative emotions”. Because emotions are caused by external stimuli, such as tourism experiences (Godovykh and Tasci...