... equation modeling. Findings Robot anthropomorphism and intelligence, representing heuristic and systematic cues, respectively, significantly influence perceived coolness. These attributes also indirectly enhance customer delight through the partial mediating effect of perceived coolness. Perceived...

... – During a period of three months, tourists were interviewed at an upscale Florida hotel. A total of 208 semi-structured interviews were conducted. The script for the interviews was based on an interview protocol used by Crotts et al. Adapted from a previous customer delight study (Torres...