The difference between service robots and human staff in the extended TPB model in airports

References

• Ajzen, I. (1985). From intentions to actions: A theory of planned behavior. Springer.
   Google Scholar
• Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211. https://doi.org/10.1016/0749-5978(91)90020-T
   Web of Science ®Google Scholar
• Ajzen, I., & Driver, B. L. (1992). Application of the theory of planned behavior to leisure choice. Journal of Leisure Research, 24(3), 207–224. https://doi.org/10.1080/00222216.1992.11969889
   Web of Science ®Google Scholar
• Anaya, G. J., & Lehto, X. (2020). Traveler-facing technology in the tourism experience: A historical perspective. Journal of Travel & Tourism Marketing, 37(3), 317–331. https://doi.org/10.1080/10548408.2020.1757561
   Web of Science ®Google Scholar
• Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411–423. https://doi.org/10.1037/0033-2909.103.3.411
   Web of Science ®Google Scholar
• Bacharach, S. B. (1989). Organizational theories: Some criteria for evaluation. The Academy of Management Review, 14(4), 496–515. https://doi.org/10.2307/258555
   Web of Science ®Google Scholar
• Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74–94. https://doi.org/10.1007/BF02723327
   Google Scholar
• Bandura, A. (1982). Self-efficacy mechanism in human agency. American Psychologist, 37(2), 122. https://doi.org/10.1037/0003-066X.37.2.122
   Web of Science ®Google Scholar
• Biddle, B. J. (1986). Recent developments in role theory. Annual Review of Sociology, 12(1), 67–92. https://doi.org/10.1146/annurev.so.12.080186.000435
   Web of Science ®Google Scholar
• Byrne, B. M. (2001). Structural equation modeling with AMOS: Basic concepts, applications, and programming. Erlbaum.
   Google Scholar
• Chen, C. F., & Girish, V. G. (2022). Antecedents and outcomes of use experience of airport service robot: The stimulus-organism-response (SOR) framework. Journal of Vacation Marketing, 13567667221109267. https://doi.org/10.1177/135676672211092
   Web of Science ®Google Scholar
• Choe, J. Y. J., Kim, J. J., & Hwang, J. (2020). The environmentally friendly role of edible insect restaurants in the tourism industry: Applying an extended theory of planned behavior. International Journal of Contemporary Hospitality Management, 32(11), 3581–3600. https://doi.org/10.1108/IJCHM-04-2020-0352
   Web of Science ®Google Scholar
• Choe, J. Y., Kim, J. J., & Hwang, J. (2021). Innovative marketing strategies for the successful construction of drone food delivery services: Merging TAM with TPB. Journal of Travel & Tourism Marketing, 38(1), 16–30. https://doi.org/10.1080/10548408.2020.1862023
   Web of Science ®Google Scholar
• Choe, J. Y., Kim, J. J., & Hwang, J. (2022). Innovative robotic restaurants in Korea: Merging a technology acceptance model and theory of planned behaviour. Asian Journal of Technology Innovation, 30(2), 466–489. https://doi.org/10.1080/19761597.2021.2005466
   Web of Science ®Google Scholar
• Choi, Y., Hickerson, B., & Lee, J. (2018). Investigation of the technology effects of online travel media on virtual travel experience and behavioral intention. Journal of Travel & Tourism Marketing, 35(3), 320–335. https://doi.org/10.1080/10548408.2017.1340224
   Web of Science ®Google Scholar
• Choi, Y., Oh, M., Choi, M., & Kim, S. (2021). Exploring the influence of culture on tourist experiences with robots in service delivery environment. Current Issues in Tourism, 24(5), 717–733. https://doi.org/10.1080/13683500.2020.1735318
   Web of Science ®Google Scholar
• Diallo, M. F., & Seck, A. M. (2018). How store service quality affects attitude toward store brands in emerging countries: Effects of brand cues and the cultural context. Journal of Business Research, 86, 311–320. https://doi.org/10.1016/j.jbusres.2017.08.017
   Web of Science ®Google Scholar
• Eagly, A. H., & Chaiken, S. (1993). The psychology of attitudes. Harcourt Brace Jovanovich College Publishers.
   Google Scholar
• Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.1177/002224378101800104
   Web of Science ®Google Scholar
• Hair, J. F., Jr., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate data analysis (6th ed.). Prentice-Hall.
   Google Scholar
• Hamaseed, N. H., Hameed, H. O., & Qadir, K. A. (2020). Effects of TV advertisement on cultural norms: An analysis of viewer’s insights in the Kurdistan region. Multicultural Education, 6(1), 143–150. https://doi.org/10.5281/zenodo.3905074
   Google Scholar
• Han, H., & Hwang, J. (2014). Investigation of the volitional, non-volitional, emotional, motivational and automatic processes in determining golfers’ intention: Impact of screen golf. International Journal of Contemporary Hospitality Management, 26(7), 1118–1135. https://doi.org/10.1108/IJCHM-04-2013-0163
   Web of Science ®Google Scholar
• Han, H., & Hyun, S. S. (2017). Drivers of customer decision to visit an environmentally responsible museum: Merging the theory of planned behavior and norm activation theory. Journal of Travel & Tourism Marketing, 34(9), 1155–1168. https://doi.org/10.1080/10548408.2017.1304317
   Web of Science ®Google Scholar
• He, H., & Li, Y. (2010). Key service drivers for high-tech service brand equity: The mediating role of overall service quality and perceived value. Journal of Marketing Management, 27(1-2), 77–99. https://doi.org/10.1080/0267257X.2010.495276
   Google Scholar
• Herald Economy. (2019, June). Deterioration of ‘quality’ like digitalization, and polarization although the total amount of jobs is not reduced. http://news.heraldcorp.com/view.php?ud = 20190609000014
   Google Scholar
• Hsieh, C. M., Park, S. H., & McNally, R. (2016). Application of the extended theory of planned behavior to intention to travel to Japan among Taiwanese youth: Investigating the moderating effect of past visit experience. Journal of Travel & Tourism Marketing, 33(5), 717–729. https://doi.org/10.1080/10548408.2016.1167387
   Web of Science ®Google Scholar
• Hwang, J., Choe, J. Y. J., Kim, H. M., & Kim, J. J. (2021a). Human baristas and robot baristas: How does brand experience affect brand satisfaction, brand attitude, brand attachment, and brand loyalty? International Journal of Hospitality Management, 99, 103050. https://doi.org/10.1016/j.ijhm.2021.103050
   Web of Science ®Google Scholar
• Hwang, J., Choe, J. Y. J., Kim, H. M., & Kim, J. J. (2021b). The antecedents and consequences of memorable brand experience: Human baristas versus robot baristas. Journal of Hospitality and Tourism Management, 48, 561–571. https://doi.org/10.1016/j.jhtm.2021.08.013
   Web of Science ®Google Scholar
• Hwang, J., Kim, H. M., & Kim, I. (2022). The antecedent and consequences of brand competence: Focusing on the moderating role of the type of server in the restaurant industry. Journal of Hospitality and Tourism Management, 50, 337–344. https://doi.org/10.1016/j.jhtm.2022.02.005
   Web of Science ®Google Scholar
• Hwang, J., Kim, I., & Gulzar, M. A. (2020). Understanding the eco-friendly role of drone food delivery services: Deepening the theory of planned behavior. Sustainability, 12(4), 1440. https://doi.org/10.3390/su12041440
   Web of Science ®Google Scholar
• Hwang, J., Lee, J. S., & Kim, H. (2019). Perceived innovativeness of drone food delivery services and its impacts on attitude and behavioral intentions: The moderating role of gender and age. International Journal of Hospitality Management, 81, 94–103. https://doi.org/10.1016/j.ijhm.2019.03.002
   Web of Science ®Google Scholar
• Ivanov, S., Seyitoğlu, F., & Markova, M. (2020). Hotel managers’ perceptions towards the use of robots: A mixed-methods approach. Information Technology & Tourism, 22(4), 505–535. https://doi.org/10.1007/s40558-020-00187-x
   Web of Science ®Google Scholar
• Joo, Y., Seok, H., & Nam, Y. (2020). The moderating effect of social media use on sustainable rural tourism: A theory of planned behavior model. Sustainability, 12(10), 4095. https://doi.org/10.3390/su12104095
   Web of Science ®Google Scholar
• Kah, J. A., & Lee, S. H. (2014). Beyond adoption of travel technology: Its application to unplanned travel behaviors. Journal of Travel & Tourism Marketing, 31(6), 667–680. https://doi.org/10.1080/10548408.2014.888968
   Web of Science ®Google Scholar
• Kim, J. J., Han, H., & Ariza-Montes, A. (2021). The impact of hotel attributes, well-being perception, and attitudes on brand loyalty: Examining the moderating role of COVID-19 pandemic. Journal of Retailing and Consumer Services, 62, 102634. https://doi.org/10.1016/j.jretconser.2021.102634
   Web of Science ®Google Scholar
• Kim, J. J., & Hwang, J. (2020). Merging the norm activation model and the theory of planned behavior in the context of drone food delivery services: Does the level of product knowledge really matter? Journal of Hospitality and Tourism Management, 42, 1–11.
   Web of Science ®Google Scholar
• Kim, J. J., Kim, I., & Hwang, J. (2021). A change of perceived innovativeness for contactless food delivery services using drones after the outbreak of COVID-19. International Journal of Hospitality Management, 93, 102758. https://doi.org/10.1016/j.ijhm.2020.102758
   PubMed Web of Science ®Google Scholar
• Liu, M. T., Liu, Y., & Mo, Z. (2020). Moral norm is the key: An extension of the theory of planned behaviour (TPB) on Chinese consumers’ green purchase intention. Asia Pacific Journal of Marketing and Logistics, 32(8), 1823–1841. https://doi.org/10.1108/APJML-05-2019-0285
   Web of Science ®Google Scholar
• Manosuthi, N., Lee, J. S., & Han, H. (2020). Predicting the revisit intention of volunteer tourists using the merged model between the theory of planned behavior and norm activation model. Journal of Travel & Tourism Marketing, 37(4), 510–532. https://doi.org/10.1080/10548408.2020.1784364
   Web of Science ®Google Scholar
• Martín-Cejas, R. R. (2006). Tourism service quality begins at the airport. Tourism Management, 27(5), 874–877. https://doi.org/10.1016/j.tourman.2005.05.005
   Web of Science ®Google Scholar
• McCartney, G., & McCartney, A. (2020). Rise of the machines: Towards a conceptual service-robot research framework for the hospitality and tourism industry. International Journal of Contemporary Hospitality Management, 32(12), 3835–3851. https://doi.org/10.1108/IJCHM-05-2020-0450
   Web of Science ®Google Scholar
• Meidute-Kavaliauskiene, I., Yıldız, B., Çiğdem, Ş, & Činčikaitė, R. (2021). The effect of COVID-19 on airline transportation services: A study on service robot usage intention. Sustainability, 13(22), 12571. https://doi.org/10.3390/su132212571
   Web of Science ®Google Scholar
• Meng, B., & Choi, K. (2016). Extending the theory of planned behaviour: Testing the effects of authentic perception and environmental concerns on the slow-tourist decision-making process. Current Issues in Tourism, 19(6), 528–544. https://doi.org/10.1080/13683500.2015.1020773
   Web of Science ®Google Scholar
• Merdin-Uygur, E., & Ozturkcan, S. (2023). Consumers and service robots: Power relationships amid COVID-19 pandemic. Journal of Retailing and Consumer Services, 70, 103174. https://doi.org/10.1016/j.jretconser.2022.103174
   Web of Science ®Google Scholar
• Moghavvemi, S., Lee, S. T., & Lee, S. P. (2018). Perceived overall service quality and customer satisfaction: A comparative analysis between local and foreign banks in Malaysia. International Journal of Bank Marketing, 36(5), 908–930. https://doi.org/10.1108/IJBM-06-2017-0114
   Web of Science ®Google Scholar
• Moon, S. J. (2021). Investigating beliefs, attitudes, and intentions regarding green restaurant patronage: An application of the extended theory of planned behavior with moderating effects of gender and age. International Journal of Hospitality Management, 92, 102727. https://doi.org/10.1016/j.ijhm.2020.102727
   Web of Science ®Google Scholar
• Murphy, J., Gretzel, U., & Pesonen, J. (2019). Marketing robot services in hospitality and tourism: The role of anthropomorphism. Journal of Travel & Tourism Marketing, 36(7), 784–795. https://doi.org/10.1080/10548408.2019.1571983
   Web of Science ®Google Scholar
• Nunnally, J. C. (1978). Psychometric theory. McGraw-Hill.
   Google Scholar
• Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer delight: Foundations, findings, and managerial insight. Journal of Retailing, 73(3), 311–336. https://doi.org/10.1016/S0022-4359(97)90021-X
   Web of Science ®Google Scholar
• Oni, A. A., Adewoye, O. J., & Eweoya, I. O. (2016). E-banking users’ behaviour: E-service quality, attitude, and customer satisfaction. International Journal of Bank Marketing, 34(3), 347–367. https://doi.org/10.1108/IJBM-12-2014-0175
   Web of Science ®Google Scholar
• Prentice, C., & Kadan, M. (2019). The role of airport service quality in airport and destination choice. Journal of Retailing and Consumer Services, 47, 40–48. https://doi.org/10.1016/j.jretconser.2018.10.006
   Web of Science ®Google Scholar
• Quintal, V. A., Lee, J. A., & Soutar, G. N. (2010). Risk, uncertainty and the theory of planned behavior: A tourism example. Tourism Management, 31(6), 797–805. https://doi.org/10.1016/j.tourman.2009.08.006
   Web of Science ®Google Scholar
• Rhodes, R. E., & Courneya, K. S. (2003). Investigating multiple components of attitude, subjective norm, and perceived control: An examination of the theory of planned behaviour in the exercise domain. British Journal of Social Psychology, 42(1), 129–146. https://doi.org/10.1348/014466603763276162
   PubMed Web of Science ®Google Scholar
• Seyitoğlu, F., & Ivanov, S. (2021). Service robots as a tool for physical distancing in tourism. Current Issues in Tourism, 24(12), 1631–1634. https://doi.org/10.1080/13683500.2020.1774518
   Web of Science ®Google Scholar
• Soliman, M. (2021). Extending the theory of planned behavior to predict tourism destination revisit intention. International Journal of Hospitality & Tourism Administration, 22(5), 524–549. https://doi.org/10.1080/15256480.2019.1692755
   Web of Science ®Google Scholar
• Tonkin, M., Vitale, J., Herse, S., Williams, M. A., Judge, W., & Wang, X. (2018, February). Design methodology for the UX of HRI: A field study of a commercial social robot at an airport. Proceedings of the 2018 ACM/IEEE International Conference on Human-Robot Interaction (pp. 407–415). ACM.
   Google Scholar
• Triebel, R., Arras, K., Alami, R., Beyer, L., Breuers, S., Chatila, R., Chetouani, M., Cremers, D., Evers, V., Fiore, M., Hung, H., Islas-Ramírez, O. A., Joose, M., Khambhaita, H., Kucner, T., Leibe, B., Lilienthal, A. J., Linder, T., Lohse, M., … Zhang, L. (2016). Spencer: A socially aware service robot for passenger guidance and help in busy airports. Field and Service Robotics: Results of the 10th International Conference (pp. 607–622). Springer International Publishing.
   Google Scholar
• Wu, S. I., & Chan, H. J. (2011). Perceived service quality and self-concept influences on consumer attitude and purchase process: A comparison between physical and internet channels. Total Quality Management, 22(1), 43–62. https://doi.org/10.1080/14783363.2010.529645
   Web of Science ®Google Scholar
• Yang, K. (2012). Customer technology traits in determining mobile shopping adoption: An application of the extended theory of planned behavior. Journal of Retailing and Customer Services, 19(5), 484–491. https://doi.org/10.1016/j.jretconser.2012.06.003
   Google Scholar
• Yuan, J., & Jang, S. (2008). The effects of quality and satisfaction on awareness and behavioral intentions: Exploring the role of a wine festival. Journal of Travel Research, 46(3), 279–288. https://doi.org/10.1177/0047287507308322
   Web of Science ®Google Scholar
• Zhao, J., & An, Y. (2021). Behavioural intention of forest therapy tourism in China: Based on health belief model and the theory of planned behaviour. Current Issues in Tourism, 24(24), 3425–3432. https://doi.org/10.1080/13683500.2021.1886256
   Web of Science ®Google Scholar