... perspective on robot design by revealing a novel cross-modal compensation effect between robot shape and voice. Service robot Service failure Robot shape Robot voice Perceived warmth 2025 University Scientific Research Project of Anhui Provincial Department of Education 2025AHGXSK40253...

... service attributes following the restaurant’s implementation of service robots. Findings Kano classification shows that robots, along with location and service system, emerge as excitement attributes. Service quality transforms from a basic attribute to a performance attribute after the robot...

...), but recent research reported that zoomorphic robots evoke favorable responses when they perform tasks that align with the animals they mimic (Poirier et al., 2024). Service robot design, however, extends beyond anthropomorphism to include forms like zoomorphic concierges. Robotic zoomorphism...

... highlights brand equity as a moderator, showing how alignment between robot-induced emotions and restaurant brand identity influences key service outcomes. Source credibility Product recommendation Service robot Hospitality Cognitive heuristics Message credibility Restaurant customers...

...Yu-Shan (Sandy) Huang; Wei-Kang Kao; Chen-Wei (Willie) Tao; Seonwoo (Summer) Ko Purpose The adoption of service robots in the hospitality and tourism industries has transformed service encounters into human–robot interactions. This study aims to investigate whether service providers can benefit...

... technologies. Originality/value Our research offers a novel examination of how Generation Z prospective hospitality employees respond to service robot integration, highlighting the interactive effects of robot appearance, robot task, and individual EI level on anticipated job anxiety and career intention...

...Xin Liu; Xiaoyun Zheng; Lu Zhang; Shicheng Yang Purpose This paper aims to explore the impact of service robot collaborative capability on employee value co-creation intentions, the mediating roles of employee cognitive crafting and robotic competency evaluation, and the moderating effect...

...) between-subject factorial design. The study model was tested via structural equation modeling ( SEM ), utilizing data collected from 435 restaurant customers with previous service robot experience. Findings Through an extended source-message credibility model, the study revealed that human servers...

...Faye Feier Chen; Huiling Huang; Anna S. Mattila Purpose Colors possess inherent meanings and profoundly influence consumer psychology and behaviors. Although service robots are increasingly common in the hospitality industry, there is limited understanding of how consumers react to different robot...

...Heesup Han; Sung In Kim; Jin-Soo Lee; Inyoung Jung Purpose This study aims to discover factors and configurations that influence customers’ acceptance behaviors to investigate the current hospitality industry using service robots. Design/methodology/approach A mix of symmetrical...

... under different conditions of service providers (human employee vs service robot). This study further examines whether customers’ stereotypes toward service robots (competence vs warmth) moderate the relationship between service types and perceived authenticity. Design/methodology/approach Using a 2...

...Yi Li; Xinyu Zhou; Xia Jiang; Fan Fan; Bo Song Purpose This study aims to compares the effects of different human-like appearances (low vs. medium vs. high) of service robots (SRs) on consumer trust in service robots (CTSR), examines the mediating role of perceived warmth (WA) and perceived...

...Jingyu Liu; Lingxu Zhou; Yibei Li Purpose The purpose of this study is to evaluate service robots as an alternative service provider that can reduce customers’ social discomfort in hospitality service encounters. Specifically, the authors discuss when and in what scenarios service robots can...

...Yao-Chin Wang; Avraam Papastathopoulos Purpose With the trend of adopting and studying artificial intelligence (AI) service robots at restaurants, the authors’ understanding of how customers perceive robots differently across restaurant segments remains limited. Therefore, building upon expectancy...

... when customers assess the level of risk in service environments. By pinpointing the function of service robots in safeguarding customers from the potential spread of the disease, this study broadens the scope of human–robot interaction research in hospitality. Vaccination Human–robot interaction...

... made by Ivanov and Webster (2021) and providing much-needed empirical evidence of possible changes in consumers’ WTPp for robot-delivered services in restaurants due to COVID-19. Service robot Robotic restaurant Willingness to pay Demographic Personal characteristics COVID-19 While...

... behaviour in the context of robot-serviced restaurants and how the relationship between MCIs and attitude differed among the young and older customers. Practical implications are suggested. Coolness Motivated consumer innovativeness Perceived value Age group Service robot The Korean...

...Hyejo Hailey Shin; Miyoung Jeong The hotel industry has witnessed an increasing number of service automation through service robots such as robot concierges. However, few studies have documented how to identify how hotel guests perceive a robot concierge for their service encounter. Therefore...

... experiences in the future. This research is one of the early papers in the field to review robotics research and provide innovative directions to broaden the interdisciplinary perspective for future hospitality and tourism research. Embodiment Service robot Human-robot interaction Tourism...