... were analyzed using ANOVA and Hayes’ PROCESS macro to test the proposed effects and underlying mechanisms. Findings The study shows that flattery (vs praise) decreases psychological comfort when delivered by human service agents but increases it when delivered by service robots. This interaction...

... theory AI technology Service robots National Natural Science Foundation of China 72362020 Graduate Innovative Special Fund Projects of Jiangxi Province YC2024-B123 Universities Humanities and Social Sciences General Project of Jiangxi Province GL25107 This study...

...Chubing Zhang; Wei Zheng; Tiange Li; Yipeng Wang Purpose Online reviews are an important source of information that influence consumer perceptions and acceptance of service robots. This study aims to investigate how sensory cues, diversity and emotions related to service robots in online reviews...

...Yitong Yu; Xinyi Zhang; Xiaoying Jiao Purpose Given the continual collaboration between employees and service robots, it is valuable to understand how employees work with service robots. This paper aims to conceptualise employees’ perceived service robot support ( PSRS ) and to develop a validated...

...Yidan Huang; Heyao Yu; Amit Sharma Purpose The integration of service robot in the hospitality industry has generated mixed employee reactions, yet the current literature provides limited guidance on managing human−robot interactions. Drawing on the transactional model of stress and coping...

...Yiping (Amy) Song; Yunqi (Milly) Su; Lu Lu; Peng Zuo Purpose As the tourism and hospitality industry increasingly adopts service robots, their portrayal in online booking plays a critical role in shaping consumer decisions. While prior research has emphasized physical service encounters...

...Yi Li; Yaping Chang; You Li Purpose This study aims to explore the impact and mechanism of service robots in restaurants on consumers’ unhealthy food choices. Design/methodology/approach Four experiments based on restaurant scenarios verify the impact of robot services on consumers’ unhealthy...

... satisfaction and successful value co-creation. Originality/value While previous research has predominantly focused on customer acceptance of and interaction with robots in the hospitality settings, the present study examined how and when service robots facilitate value co-creation with customers...

...Hector Gonzalez-Jimenez; Diego Costa Pinto Purpose Grounded on the X Reality framework and human–machine collaboration, this study aims to explore the potential of immersive augmentation through artificial intelligence (AI) service robots for promoting social inclusion in the hospitality industry...

...Dan Huang; Qiurong Chen; Songshan (Sam) Huang; Xinyi Liu Purpose Drawing on the cognitive–affective–conative framework, this study aims to develop a model of service robot acceptance in the hospitality sector by incorporating both cognitive evaluations and affective responses. Design...

... understanding of these key issues for cobotics and discussing them in a more convergent and integrated way. We also believe these three focal domains would be the key to the successful management of cobotic team for hospitality managers in the coming years. Service robots Augmentation Collaboration...

...Hakseung Shin Purpose Given the recent growth of service robot research in hospitality and tourism management (HTM), the purpose of this study is to identify a research agenda by conducting a systematic and holistic review of service robot research published in both HTM and broader business...

... in the restaurant context. It empirically examines the guest perception of value facilitation by service robots and its impact on guest value co-creation and advocacy intentions. It also investigates the moderating role of interaction comfort in the relationship between service robot value facilitation and guest...

... rights only This study aims to investigate the impact of both physical and personality-related anthropomorphic features of an artificial intelligence service robot on the cognitive and affective appraisals and acceptance of consumers during service delivery. The proposed hypotheses...

... about robotic services. This is one of the first papers to investigate consumers’ willingness to pay for robot-delivered services in travel, tourism and hospitality and factors that shape their willingness to pay. Service robots Tourism Hospitality Willingness-to-pay Robot-delivered...

... 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. A three-stage Delphi study with hotel industry human resource experts was conducted to identify the key...

... service innovation model. The purpose of this study is to identify the factors that influence the development of service robots, and to apply a service innovation strategic mindset to the hotel industry in Taiwan. A mixed-methods approach, combining an expert panel and semi-structured...