Do travelers trust intelligent service robots?

Iis P. Tussyadiah, Florian J. Zach and Jianxi Wang

Annals of Tourism Research, 2020, vol. 81, issue C

Abstract: 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. Trust in intelligent machines is influenced by negative attitude toward technology and propensity to trust technology. Surprisingly, the physical form of robots does not affect trust. Finally, trust leads to adoption intention in both studies. The contribution of this research is in elucidating consumer trust in intelligent robots designed for socially-driven interactions in travel settings.

Keywords: Driverless car; Self-driving vehicle; Service robot; Intelligent robot; Robot bartender; Initial trust formation (search for similar items in EconPapers)
Date: 2020
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Citations: View citations in EconPapers (27)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:anture:v:81:y:2020:i:c:s016073832030030x

DOI: 10.1016/j.annals.2020.102886

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