TY - JOUR
T1 - The Value of Service Robots from the Hotel Guest's Perspective
T2 - A Mixed-Method Approach
AU - Lin, Ingrid Y.
AU - Mattila, Anna S.
N1 - Publisher Copyright:
© 2021 Elsevier Ltd
PY - 2021/4
Y1 - 2021/4
N2 - Service robots (SR) are increasingly valued and embraced; they are here to stay. Research on collaborative intelligence to better understand robotic-human partnerships is scarce. To bridge that gap this study aimed to examine the value of SR from the guest's perspective, thus gain a deeper understanding of the co-value creation process in the context of full-service hotels. A mixed-method design was used to capture the depth and breadth of perceived value of SR. Study 1 is a qualitative study probing consumers’ sense making regarding SR. Study 2 used structural equation modeling to test the hypotheses derived from Study 1. Results indicate that perceived privacy, functional benefits of SR, and robot appearance positively influence consumers’ attitude towards adoption of SR. Functional benefits and novelty had an impact on the individuals’ anticipated overall experience. Attitude and anticipated overall experience, in turn, enhanced consumers’ acceptance of SR. Implications, limitations, and future research are discussed.
AB - Service robots (SR) are increasingly valued and embraced; they are here to stay. Research on collaborative intelligence to better understand robotic-human partnerships is scarce. To bridge that gap this study aimed to examine the value of SR from the guest's perspective, thus gain a deeper understanding of the co-value creation process in the context of full-service hotels. A mixed-method design was used to capture the depth and breadth of perceived value of SR. Study 1 is a qualitative study probing consumers’ sense making regarding SR. Study 2 used structural equation modeling to test the hypotheses derived from Study 1. Results indicate that perceived privacy, functional benefits of SR, and robot appearance positively influence consumers’ attitude towards adoption of SR. Functional benefits and novelty had an impact on the individuals’ anticipated overall experience. Attitude and anticipated overall experience, in turn, enhanced consumers’ acceptance of SR. Implications, limitations, and future research are discussed.
UR - http://www.scopus.com/inward/record.url?scp=85101377437&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=85101377437&partnerID=8YFLogxK
U2 - 10.1016/j.ijhm.2021.102876
DO - 10.1016/j.ijhm.2021.102876
M3 - Article
AN - SCOPUS:85101377437
SN - 0278-4319
VL - 94
JO - International Journal of Hospitality Management
JF - International Journal of Hospitality Management
M1 - 102876
ER -