Items and factor loadings
| Construct (source) | Items | Standardized loadings | |
|---|---|---|---|
| Service robot anthropomorphism (Lu et al., 2019) | (1) | The robot has a mind of its own | 0.85 |
| (2) | The robot has consciousness | 0.90 | |
| (3) | The robot has its own free will | 0.92 | |
| (4) | The robot experiences emotions | 0.90 | |
| (5) | The robot has intentions | 0.73 | |
| Service robot social presence (Lee et al., 2006) | (1) | I feel as if I was interacting with an intelligent being | 0.86 |
| (2) | I feel as if I was accompanied by an intelligent being | 0.84 | |
| (3) | I was involved with the robot | 0.82 | |
| (4) | I feel as if I was responding to the robot | 0.82 | |
| (5) | I feel as if I and the robot were communicating to each other | 0.85 | |
| Service robot utilitarian value (Lu et al., 2019) | (1) | The robot is more accurate than human employees | 0.76 |
| (2) | Information provided by the robot is more accurate with less human errors | 0.90 | |
| (3) | The robot provides more consistent service than human employees | 0.87 | |
| (4) | Information provided by the robot is more consistent | 0.72 | |
| Service robot hedonic value (Lu et al., 2019) | (1) | I have fun interacting with the robot | 0.91 |
| (2) | Interacting with the robot is fun | 0.90 | |
| (3) | Interacting with the robot is entertaining | 0.82 | |
| (4) | The actual process of interacting with the robot is pleasant | 0.79 | |
| FLE interaction quality (Brady and Cronin, 2001) | (1) | Overall, I'd say the quality of my interaction with this restaurant's employees is excellent | 0.88 |
| (2) | I would say that the quality of my interaction with this restaurant's employees is high | 0.92 | |
| (3) | The attitude of this restaurant's human employees demonstrates their willingness to help me | 0.90 | |
| Customer repatronage intentions (Maxham and Netemeyer, 2002) | (1) | I expect to eat at this restaurant again in the next six months | 0.94 |
| (2) | I am certain that I will be eating at this restaurant again in the next six months | 0.96 | |
| Construct (source) | Items | Standardized loadings | |
|---|---|---|---|
| Service robot anthropomorphism ( | (1) | The robot has a mind of its own | 0.85 |
| (2) | The robot has consciousness | 0.90 | |
| (3) | The robot has its own free will | 0.92 | |
| (4) | The robot experiences emotions | 0.90 | |
| (5) | The robot has intentions | 0.73 | |
| Service robot social presence ( | (1) | I feel as if I was interacting with an intelligent being | 0.86 |
| (2) | I feel as if I was accompanied by an intelligent being | 0.84 | |
| (3) | I was involved with the robot | 0.82 | |
| (4) | I feel as if I was responding to the robot | 0.82 | |
| (5) | I feel as if I and the robot were communicating to each other | 0.85 | |
| Service robot utilitarian value ( | (1) | The robot is more accurate than human employees | 0.76 |
| (2) | Information provided by the robot is more accurate with less human errors | 0.90 | |
| (3) | The robot provides more consistent service than human employees | 0.87 | |
| (4) | Information provided by the robot is more consistent | 0.72 | |
| Service robot hedonic value ( | (1) | I have fun interacting with the robot | 0.91 |
| (2) | Interacting with the robot is fun | 0.90 | |
| (3) | Interacting with the robot is entertaining | 0.82 | |
| (4) | The actual process of interacting with the robot is pleasant | 0.79 | |
| FLE interaction quality ( | (1) | Overall, I'd say the quality of my interaction with this restaurant's employees is excellent | 0.88 |
| (2) | I would say that the quality of my interaction with this restaurant's employees is high | 0.92 | |
| (3) | The attitude of this restaurant's human employees demonstrates their willingness to help me | 0.90 | |
| Customer repatronage intentions ( | (1) | I expect to eat at this restaurant again in the next six months | 0.94 |
| (2) | I am certain that I will be eating at this restaurant again in the next six months | 0.96 | |