Friendly or competent? The effects of perception of robot appearance and service context on usage intention

Liu, Xing (Stella), Yi, Xiao (Shannon) and Lisa C. Wan

Annals of Tourism Research, 2022, vol. 92, issue C

Abstract: This study examines the influence of the perception of robot appearance and service context on customers'/tourists' intention to use robots. Four studies confirm a congruity effect between the perception of service robot appearance and service context. Results suggest that customers/tourists are more willing to use a service robot perceived as warm in hedonic service contexts, whereas they are more willing to use a service robot perceived as competent in utilitarian service contexts. These effects are driven by trust. This study offers a novel perspective on customers'/tourists' reactions to service robots. It also provides insights for hospitality and tourism practitioners making decisions about robot adoption.

Keywords: Stereotype content model; Service robots; Intention to use robots; Trust (search for similar items in EconPapers)
Date: 2022
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Citations: View citations in EconPapers (17)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:anture:v:92:y:2022:i:c:s0160738321002024

DOI: 10.1016/j.annals.2021.103324

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