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)
Sources
Abstract
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.
📖 Papers frequently viewed together
85 Citations
214 Citations
2009
14 Citations
References76
Newest
#1Iis P. Tussyadiah (University of Surrey)H-Index: 32
#2Florian Zach (Pamplin College of Business)H-Index: 17
Last. Jianxi Wang (Shanghai Maritime University)H-Index: 2
view all 3 authors...
This research investigates travelers' trust in intelligent autonomous technologies based on two studies involving self-driving transportation and robot bartenders. Targeting travelers residing in the United States, online questionnaire was distributed to test the relationships between trusting beliefs in intelligent robots, its antecedents, and its outcomes. The results demonstrate that the cognitive trust formation process holds in situations involving intelligent robots as objects of trust. Tr...
19 CitationsSource
#1Masahiro MoriH-Index: 2
196 CitationsSource
#1Stephen C. Wingreen (Cant.: University of Canterbury)H-Index: 9
#2Natasha C. H. L. Mazey (Cant.: University of Canterbury)H-Index: 2
Last. Gordon R. StorholmH-Index: 2
view all 4 authors...
Although there is a considerable body of empirical evidence on the subject of electronic commerce trust, most of it is correlational evidence based on field surveys, and very little attention has been given to causal effects of how participants in electronic markets transfer their trust beliefs between physical and virtual environments. Research has previously established that structural assurance and situational normality have differential effects on vendor and technology-based trust. Generaliz...
14 CitationsSource
#1Chung-En Yu (University of Salzburg)H-Index: 6
#2Henrique Fátima Boyol Ngan (Institute for Tourism Studies, Macao)H-Index: 4
Purpose The purpose of this study is to understand the perceptual differences toward smiling behaviors with head inclinations displaying by the human-like robot staff and human staff in a service setting. Design/methodology/approach This study adopted a 2 (staff: robot/human personal personnel) × 3 (head tilt: left/right/straight) full factorial design, while cross-examining participants’ cultural dimensions 2 (power distance: high/lower) × 2 (gender: male/female) during the service encounter. F...
24 CitationsSource
#2Craig Webster (BSU: Ball State University)H-Index: 17
This research investigates the ways in which customers of tourism and hospitality facilities view the appropriateness of robots in tourism-related industries. From a global sample with over 87 countries and territories represented and over 1,000 respondents, the findings illustrate that the most commonly approved of usage of robots is perceived to be information provision, housekeeping activities and processing bookings, payments and documents. Multiple regression analyses suggest that many diff...
20 CitationsSource
#2Craig Webster (BSU: Ball State University)H-Index: 17
While robots have been used extensively for many years in manufacturing, many robots are fairly new arrivals in tourism-related industries. This paper delves into how the general public and stakeholders in the travel, tourism and hospitality industries view the incorporation of robots into tourism-related industries. Based upon a sample of over 1,000 respondents to an international online survey, it analyses which tasks are deemed as most appropriate for being delegated to a robot. In addition, ...
11 CitationsSource
#1Vincent Wing Sun Tung (PolyU: Hong Kong Polytechnic University)H-Index: 14
#2Norman Au (PolyU: Hong Kong Polytechnic University)H-Index: 19
The purpose of this study is to explore consumer reviews with robotics based on the five dimensions for evaluating user experiences (i.e. embodiment, emotion, human-oriented perception, feeling of security and co-experience), as derived from research in human-robot interactions (HRI).,The study first reviews the five dimensions for evaluating user experiences in HRI and then analyzes user experiences with robotics at four hotels (i.e. Yotel New York, Aloft Cupertino, Henn-na Hotel Japan and Marr...
85 CitationsSource
#1Michael Lewis (University of Pittsburgh)H-Index: 54
#1Michael Lewis (University of Pittsburgh)H-Index: 125
Last. Phillip Walker (University of Pittsburgh)H-Index: 10
view all 3 authors...
As robots become increasingly common in a wide variety of domains—from military and scientific applications to entertainment and home use—there is an increasing need to define and assess the trust humans have when interacting with robots. In human interaction with robots and automation, previous work has discovered that humans often have a tendency to either overuse automation, especially in cases of high workload, or underuse automation, both of which can make negative outcomes more likely. Frt...
30 CitationsSource
#1Iis P. Tussyadiah (University of Surrey)H-Index: 32
#2Sangwon Park (PolyU: Hong Kong Polytechnic University)H-Index: 23
In light of the trend in integrating artificial intelligence and robotics into tourism and hospitality operations, it is important to understand consumer responses to hotel service robots. Two studies were conducted to achieve this objective: an online survey and a laboratory experiment using measurements of automatic emotional reactions via biosensors. Responses to two types of robots, NAO for check-in and Relay for room delivery, were tested. Study 1 demonstrates that consumer intention to ado...
48 CitationsSource
#1Tracy Sanders (MITRE: Mitre Corporation)H-Index: 6
#2Keith R. MacArthur (UCF: University of Central Florida)H-Index: 3
Last. Peter A. Hancock (UCF: University of Central Florida)H-Index: 78
view all 7 authors...
This experiment explored the influence of users’ experience (prior interaction) with robots on their attitudes and trust toward robotic agents. Specifically, we hypothesized that prior experience would lead to 1) higher trust scores after viewing a robot complete a task, 2) smaller differences in trust scores when comparing a human and a robot completing the same task, and 3) more positive general attitudes towards robots. These hypotheses were supported although not all results achieved signifi...
3 CitationsSource
Cited By13
Newest
#1Vignesh Yoganathan (University of Sheffield)H-Index: 7
#2Victoria-Sophie Osburg (University of Montpellier)H-Index: 9
Last. Waldemar Toporowski (GAU: University of Göttingen)H-Index: 13
view all 4 authors...
Abstract The rise of humanoid robots in hospitality services accelerates the need to understand related consumer reactions. Four scenario-based experiments, building on social presence and social cognition theories, examine how humanoid robots (vs. self-service machines) shape consumer service perceptions vis-a-vis concurrent presence/absence of human staff. The influence of consumers' need for human interaction and technology readiness is also examined. We find that anthropomorphizing service r...
Source
#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
view all 0 authors...
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...
Source
#1Eleonora PantanoH-Index: 27
#2Daniele ScarpiH-Index: 13
Last. Pietro PantanoH-Index: 21
view all 0 authors...
Source
#1Agnieszka Rydzik (University of Lincoln)H-Index: 4
#2Chavan Sharma Kissoon (University of Lincoln)
Technology is shifting not only how the tourism industry is run but also the nature of work, working conditions and management control. This article examines the potential implications of technolog...
Source
#1Zahra Rezaei Khavas (University of Massachusetts Lowell)H-Index: 1
Due to agile developments in the field of robotics and human-robot interaction, prospective robotic agents are intended to play the role of teammates and partner with humans to perform operations, rather than tools that are replacing humans helping humans in a specific task. this notion of partnering with robots raises new challenges for human-robot interaction (HRI), which gives rise to a new field of research in HRI, namely human-robot trust. Where humans and robots are working as partners, th...
#1Lisa C. Wan (PolyU: Hong Kong Polytechnic University)H-Index: 12
#2Elisa Chan (NYIT: New York Institute of Technology)H-Index: 1
Last. Xiaoyan Luo (PolyU: Hong Kong Polytechnic University)H-Index: 1
view all 3 authors...
•During Covid-19, people are more willing to visit a hotel/restaurant with robots.•People think that robots in hotels/restaurants can lower interpersonal interaction.•Reducing interpersonal interaction can lower perceived viral transmission.•Chinese are more likely to visit hotels/restaurants with robots than Americans.
2 CitationsSource
As various types of robots increasingly influence consumers’ service experiences, companies need to consider how to be competitive in this new artificial intelligence and service automation business environment. However, only limited studies have investigated the factors involved in consumer behaviors toward robot restaurant visitors and their impacts. This study integrates trust, the perceived risk, and satisfaction with the well-known Technology Acceptance Model’s (TAM) original constructs (pe...
Source
#1Mohammad Soltani Delgosha (University of the West of England)H-Index: 4
#2Nastaran Hajiheydari (University of Sheffield)H-Index: 5
Abstract Consumer robots are technically evolving and have a growing presence in our daily lives with enhanced interactive capabilities. While there is insightful literature on robot adoption, so far, research has done less to examine the post-adoption interaction of human-consumer robots. Drawing on trust in technology model and psychological ownership theory, this study proposes a conceptual dual model to explain robot users’ post-adoption behaviours, while considers the moderating roles of an...
Source
#1Xingyang Lv (SWUFE: Southwestern University of Finance and Economics)H-Index: 5
#2Yue Liu (SWUFE: Southwestern University of Finance and Economics)H-Index: 1
Last. Chunxiao Li (NKU: Nankai University)H-Index: 7
view all 5 authors...
Abstract As artificial intelligent technologies have been increasingly applied in tourism and hospitality industry, the service failure caused by artificial intelligence assistant and how to recover them are worth empirical studying. Laboratory experiments were employed to test the impact of cuteness in service failure, with effective manipulation of cute appearance, cute voice and cute language style of artificial intelligence assistant. By utilizing three studies with seven experiments, this r...
3 CitationsSource
#1Manuel Alector Ribeiro (UJ: University of Johannesburg)H-Index: 12
#2Dogan Gursoy (UJ: University of Johannesburg)H-Index: 67
Last. Oscar Hengxuan Chi (WSU: Washington State University)H-Index: 6
view all 3 authors...
Since the COVID-19 pandemic has significantly increased the use of personal vehicles in travel, adoption of self-driving autonomous vehicles can radically transform the travel industry. Thus, this ...
Source