Robotic safety and hygiene attributes: visitors' intention to receive robot-delivered hospitality services
Küçük Resim Yok
Tarih
2024
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Emerald Group Publishing Ltd
Erişim Hakkı
info:eu-repo/semantics/closedAccess
Özet
Purpose-This study aims to investigate tourists' intentions to use hotel service robots with a focus on safety and hygiene. It examines the impact of perceived safety, health awareness and service assurance on consumer engagement and robot usage. Design/methodology/approach-Survey data from 275 participants with experience in robotic service were analyzed using structural equation modeling (SEM). The study used purposive sampling and collected data via the Prolific platform, using SEM and SmartPLS Ver. 3.0 for analysis. Findings-Results indicate customers prioritize safety and hygiene, valuing effective service responses and cleanliness. Perceived robotic safety and service assurance positively influence personal engagement, with a preference for service robots among female guests. Research limitations/implications-While emphasizing the importance of safety and service assurance in hotel robotics, the study acknowledges limitations in personalization and conclusive use of service robots. Originality/value-This research contributes to understanding the role of perceived safety in service robot usage, highlighting the significance of user trust and comfort in human-robot interactions. It also explores the novel connection between service assurance and service robots, offering insights into robotic performance reliability in user-centric contexts.
Açıklama
Anahtar Kelimeler
Customer experience, Personal engagement, Robotic safety and hygiene, Customers, Intentions
Kaynak
Journal of Hospitality And Tourism Technology
WoS Q Değeri
N/A
