ABSTRACTService robots and artificial intelligence promise to increase productivity and reduce costs, prompting substantial growth in sales of service robots and research dedicated to understanding...
Emotional intelligence as personal intelligence and artificial intelligence as a machine intelligence have been popular in the relevant literature over the last two decades. The current study integrates these two concepts and explores how emotional and artificial intelligence influences employee retention and performance with a focus on service employees in the hotel industry. Employee performance is operationalised into internal and external dimensions that captures employees’ task efficiency o...
#1Hailian Qiu(ZUEL: Zhongnan University of Economics and Law)H-Index: 2
#2Minglong Li(ZUEL: Zhongnan University of Economics and Law)H-Index: 7
Last. Billy Bai(UNLV: University of Nevada, Las Vegas)H-Index: 23
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ABSTRACTThis study investigated the influence of service robot attributes on customers’ hospitality experience from the perspective of relationship building. Through literature review and a prelimi...
Last. Anna S. Mattila(PSU: Pennsylvania State University)H-Index: 81
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ABSTRACTGiven the increasing presence of humanoid service robots at airports, hotels and restaurants, the current study investigates how consumers’ interdependent self-construal and technology self...
ABSTRACTThe purpose of this study is to discover the public’s general perceptions of robots as frontline employees in the hotel industry based on YouTube online reviews. This study applied data min...
Abstract This study develops and empirically tests a theoretical model of artificially intelligent (AI) device use acceptance (AIDUA) that aims to explain customers’ willingness to accept AI device use in service encounters. The proposed model incorporates three acceptance generation stages (primary appraisal, secondary appraisal, and outcome stage) and six antecedents (social influence, hedonic motivation, anthropomorphism, performance expectancy, effort expectancy, and emotion). Utilizing data...
Service robots can offer benefits to consumers (e.g. convenience, flexibility, availability, efficiency) and service providers (e.g. cost savings), but a lack of trust hinders consumer adoption. To enhance trust, firms add human-like features to robots; yet, anthropomorphism theory is ambiguous about their appropriate implementation. This study therefore aims to investigate what is more effective for fostering trust: appearance features that are more human-like or social functioning features tha...
Last. Dogan Gursoy(UJ: University of Johannesburg)H-Index: 67
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Abstract As new technologies continue to advance consumer experience, utilization of service robots and artificial intelligence to deliver human services has been increasingly gaining attention from hospitality and tourism businesses. This research sets out to conceptualize and test a multi-dimensional Service Robot Integration Willingness (SRIW) Scale that uncovers the key dimensions characterizing consumers’ long-term willingness to integrate artificial intelligence and service robots into reg...
The uncanny valley posits that very human-like robots are unsettling, a phenomenon amply demonstrated in adults but unexplored in children. Two hundred forty 3- to 18-year-olds viewed one of two robots (machine-like or very human-like) and rated their feelings toward (e.g., "Does the robot make you feel weird or happy?") and perceptions of the robot's capacities (e.g., "Does the robot think for itself?"). Like adults, children older than 9 judged the human-like robot as creepier than the machine...
Purpose Considering the increasing impact of Artificial Intelligence (AI) on financial technology (FinTech), the purpose of this paper is to propose a research framework to better understand robo-advisor adoption by a wide range of potential customers. It also predicts that personal and sociodemographic variables (familiarity with robots, age, gender and country) moderate the main relationships. Design/methodology/approach Data from a web survey of 765 North American, British and Portuguese pote...
Last. Dewey Yee(PolyU: Hong Kong Polytechnic University)
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Abstract Despite the growing body of research exploring factors associated with service robot adoption, the existing comprehension of this emerging technology remains largely fragmented. Previous studies have largely focused on the “net effect” between variables, leaving the complexity of consumer behavior uninvestigated. Building on relevant literature and complexity theory, this study intends to consolidate the fragmented views of service robot adoption literature by examining how human-likene...
Service robots are entering all kinds of business areas, and the outbreak of COVID-19 speeds up their application. Many studies have shown that robots with matching gender-occupational roles receive larger acceptance. However, this can also enlarge the gender bias in society. In this paper, we identified gender norms embedded in service robots by iteratively coding 67 humanoid robot images collected from the Chinese e-commerce platform Alibaba. We then generated four-step guidance for designers ...
Since 2019, the world has been affected by COVID-19. The tourism industry, in particular, has suffered greatly. For instance, widespread travel restrictions have directly led to unemployment among tourism practitioners, especially tour leaders engaged in leading overseas tour groups. In the current environment, tour companies are limited to training only, and as such have chosen to focus on strengthening three critical areas: the leadership, psychological, and professional skills of their tour o...
Last. Cheng-Feng Cheng(National Taichung University of Science and Technology)H-Index: 14
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The COVID-19 pandemic has severely affected the restaurant industry due to enforced closures and limitations on social gatherings, prompting restaurateurs to innovate and adapt in order to ensure the viability of their businesses. Pandemic has also induced changes in our perceptions of safety in public spaces, necessitating the adoption of social distancing and more widespread use of online platforms for purchasing and communication. While the pandemic might be a catalyst for the adoption of con...
#1Minglong Li(ZUEL: Zhongnan University of Economics and Law)H-Index: 7
#2Dexiang Yin(ZUEL: Zhongnan University of Economics and Law)H-Index: 1
Last. Billy Bai(UNLV: University of Nevada, Las Vegas)H-Index: 23
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Artificial intelligence (AI) contactless services thrived during the COVID-19 pandemic, while their consequences remained unclear. Based on media equation theory and means-end chain theory, this st...
Following the outbreak of the COVID-19 pandemic, some hotels have introduced a new service model called contactless service. This paper unpacks this new hospitality landscape through a random sampl...
Service robots continue to permeate and automate the hospitality sector. In doing so, these technological innovations pose to radically change current service production and delivery practices and,...
#1Božidar Vlačić(UCP: Catholic University of Portugal)H-Index: 4
#2Leonardo Corbo(UNIBO: University of Bologna)H-Index: 5
Last. Marina Dabić(NTU: Nottingham Trent University)H-Index: 23
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Abstract An increasing amount of research on Intelligent Systems/Artificial Intelligence (AI) in marketing has shown that AI is capable of mimicking humans and performing activities in an ‘intelligent’ manner. Considering the growing interest in AI among marketing researchers and practitioners, this review seeks to provide an overview of the trajectory of marketing and AI research fields. Building upon the review of 164 articles published in Web of Science and Scopus indexed journals, this artic...