Multifaceted trust in tourism service robots

Published on Mar 1, 2020in Annals of Tourism Research
· DOI :10.1016/J.ANNALS.2020.102888
Sangwon Park23
Estimated H-index: 23
(PolyU: Hong Kong Polytechnic University)
Abstract In recognizing the increase in the use of service robots by service industries, identifying the structure of trust in intelligent robots is crucial for tourism studies. This paper first proposes a model of multifaceted trust in service robots comprised of three constructs – performance, process, and purpose – and, second, tests the trust model that considers institution-based trust, trusting belief, and intention. As a result, this paper identified a higher-order formative construct of trust in service robots with the highest importance for a performance construct (Study 1). The antecedents of the multifaceted trust in tourism service robots are then identified (Study 2). This study provides important theoretical and methodological contributions to the fields of information technology and tourism.
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