Acceptance of service robots: a meta-analysis in the hospitality and tourism industry

ABSTRACT

Robot services have become an essential competitive differentiator in the hospitality and tourism industry. Seminal studies indicate the need for more profound knowledge about the factors that can increase the acceptance of service robots. This paper investigates the relationship between informational cues and acceptance of service robots through a meta-analysis. Our study also analyzes the acceptance of service robots through contextual characteristics moderators. The results showed that perceived robot trust influences the relationship between informational cues (anthropomorphism and social influence) and acceptance of service robots. By analyzing previous studies, our framework demonstrates that acceptance of service robots has increased more after the COVID pandemic than before the COVID pandemic. Furthermore, the relationship between attitude toward robots and robot usage intention tends to be greater in humanoid service robots (than social robots) and analytical intelligence (than mechanical intelligence).

机器人服务已经成为酒店业和旅游业的一个重要竞争优势. 研讨会研究表明,需要对提高服务机器人接受度的因素有更深入的了解. 本文通过荟萃分析研究了信息线索与服务机器人接受度之间的关系. 我们的研究还通过情境特征调节因子分析了服务机器人的接受程度. 结果表明,感知机器人信任影响信息线索(拟人化和社会影响)与服务机器人接受度之间的关系. 通过分析之前的研究,我们的框架表明,在新冠肺炎疫情之后,服务机器人的接受度比新冠肺炎之前增加了更多. 此外,在人形服务机器人(比社交机器人)和分析智能(比机械智能)中,对机器人的态度与机器人使用意愿之间的关系往往更大.

KEYWORDS:

• Acceptance of service robots
• informational cues
• perceived robot trust
• and AI technology

Disclosure statement

No potential conflict of interest was reported by the author(s).