Determinants of Repurchase Intentions of Hospitality Services Delivered by Artificially Intelligent (AI) Service Robots

Chun Lei, Md Sazzad Hossain () and Elise Wong
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Chun Lei: School of Tourism and Hospitality Management, University of Sanya, No. 191 Xueyuan Road, Jiyang District, Sanya 572022, China
Md Sazzad Hossain: College of Tourism and Hospitality, University of Tabuk, Al-Wajh Campus, Tabuk 71491, Saudi Arabia
Elise Wong: School of Hospitality, Tourism and Events, Taylor’s University, Subang Jaya 47500, Malaysia

Sustainability, 2023, vol. 15, issue 6, 1-17

Abstract: The current study examines how subjective norms, effort expectations, and performance expectations affect perceived value and quality of hospitality service experiences provided by service robots. Later, the experience quality and perceived value on customers’ overall satisfaction determine the plans to repurchase AI (Artificial Intelligence) services in the hotels. A total of 331 valid responses were gathered from hotel customers who had experience with service robots using a purposive sampling strategy. The salient findings of PLS-SEM indicate that subjective norms, effort expectations, and performance expectations all considerably improve the perceived value and quality of experiences. Furthermore, hotel customers’ overall satisfaction with services provided by robots is significantly impacted by experience quality and perceived value. Finally, overall satisfaction considerably increases customers’ preference to repurchase those services. This present study added significance for hotels on customer AI service robots repurchase intention that may deliver a preliminary blueprint for further research.

Keywords: experience quality; perceived value; overall satisfaction; repurchase intention and service robots; artificial intelligence (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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