451
Views
0
CrossRef citations to date
0
Altmetric
Survey Article

“Yes, It’s Cute, But How Can I Be Sure It’s Safe or Not?” Investigating the Intention to Use Service Robots in the Context of Privacy Calculus

ORCID Icon, &
Received 14 Jun 2023, Accepted 28 Aug 2023, Published online: 12 Sep 2023

References

  • Aguirre, E., Roggeveen, A. L., Grewal, D., & Wetzels, M. (2016). The personalization-privacy paradox: Implications for new media. Journal of Consumer Marketing, 33(2), 98–110. https://doi.org/10.1108/JCM-06-2015-1458
  • Bartneck, C., Nomura, T., Kanda, T., Suzuki, T., & Kennsuke, K. (2005). A cross-cultural study on attitudes towards robots [Paper presentation]. Proceedings of the 11th International Conference on Human-Computer Interaction International, Las Vegas, NV.
  • Belanche, D., Casaló, L. V., & Flavián, C. (2021). Frontline robots in tourism and hospitality: Service enhancement or cost reduction? Electronic Markets, 31(3), 477–492. https://doi.org/10.1007/s12525-020-00432-5
  • Belanche, D., Casaló, L. V., Flavián, C., & Schepers, J. (2020). Service robot implementation: A theoretical framework and research agenda. The Service Industries Journal, 40(3–4), 203–225. https://doi.org/10.1080/02642069.2019.1672666
  • Benson, V., Saridakis, G., & Tennakoon, H. (2015). Information disclosure of social media users: Does control over personal information, user awareness and security notices matter? Information Technology & People, 28(3), 426–441. https://doi.org/10.1108/ITP-10-2014-0232
  • Bol, N., Dienlin, T., Kruikemeier, S., Sax, M., Boerman, S. C., Strycharz, J., Helberger, N., & de Vreese, C. H. (2018). Understanding the effects of personalization as a privacy calculus: Analyzing self-disclosure across health, news, and commerce contexts. Journal of Computer-Mediated Communication, 23(6), 370–388. https://doi.org/10.1093/jcmc/zmy020
  • Brylska, P., Cobanoglu, C., & Dogan, S. (2022). Users versus non-users: The impact of experience on hotel guests’ attitudes towards service robots in hotels. In Information and Communication Technologies in Tourism 2022: Proceedings of the ENTER 2022 eTourism Conference, January 11–14, 2022 (pp. 55–66). Springer International Publishing.
  • Cain, L. N., Thomas, J. H., & Alonso, M. (2019). From sci-fi to sci-fact: The state of robotics and AI in The hospitality industry. Journal of Hospitality and Tourism Technology, 10(4), 624–650. https://doi.org/10.1108/JHTT-07-2018-0066
  • Carlsson Hauff, J., & Nilsson, J. (2023). Individual costs and societal benefits: The privacy calculus of contact-tracing apps. Journal of Consumer Marketing, 40(2), 171–180. https://doi.org/10.1108/JCM-03-2021-4559
  • Cha, S. S. (2020). Customers’ intention to use robot-serviced restaurants in Korea: Relationship of coolness and MCI factors. International Journal of Contemporary Hospitality Management, 32(9), 2947–2968. https://doi.org/10.1108/IJCHM-01-2020-0046
  • Chatzimichali, A., Harrison, R., & Chrysostomou, D. (2020). Toward privacy-sensitive human–robot interaction: Privacy terms and human–data interaction in the personal robot era. Paladyn, Journal of Behavioral Robotics, 12(1), 160–174. https://doi.org/10.1515/pjbr-2021-0013
  • Chen, M., Wang, X., Law, R., & Zhang, M. (2023). Research on the frontier and prospect of service robots in the tourism and hospitality industry based on international core journals: A review. Behavioral Sciences (Basel, Switzerland), 13(7), 560. https://doi.org/10.3390/bs13070560
  • Chen, Y., Xue, T., Tuomi, A., & Wang, Z. (2022). Hotel robots: An exploratory study of Generation Z customers in China. Tourism Review, 77(5), 1262–1275. https://doi.org/10.1108/TR-02-2022-0095
  • Cheng, A., Ma, D., Pan, Y., & Qian, H. (2023). Enhancing museum visiting experience: Investigating the relationships between augmented reality quality, immersion, and TAM using PLS-SEM. International Journal of Human–Computer Interaction, 1–12. https://doi.org/10.1080/10447318.2023.2227832
  • Cheng, X., Hou, T., & Mou, J. (2021). Investigating perceived risks and benefits of information privacy disclosure in IT-enabled ride-sharing. Information & Management, 58(6), 103450. https://doi.org/10.1016/j.im.2021.103450
  • Cho, J. Y., Ko, D., & Lee, B. G. (2018). Strategic approach to privacy calculus of wearable device user regarding information disclosure and continuance intention. KSII Transactions on Internet and Information Systems (TIIS), 12(7), 3356–3374. https://doi.org/10.3837/tiis.2018.07.020
  • Choi, Y., Choi, M., Oh, M., & Kim, S. (2020). Service robots in hotels: Understanding the service quality perceptions of human-robot interaction. Journal of Hospitality Marketing & Management, 29(6), 613–635. https://doi.org/10.1080/19368623.2020.1703871
  • 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
  • Chuah, S. H. W., Aw, E. C. X., & Yee, D. (2021). Unveiling the complexity of consumers’ intention to use service robots: An fsQCA approach. Computers in Human Behavior, 123, 106870. https://doi.org/10.1016/j.chb.2021.106870
  • Cichy, P., Salge, T. O., & Kohli, R. (2021). Privacy concerns and data sharing in the internet of things: Mixed methods evidence from connected cars. MIS Quarterly, 45(4), 1863–1892. https://doi.org/10.25300/MISQ/2021/14165
  • Cobanoglu, C., & DeMicco, F. J. (2007). To be secure or not to be: Isn’t this the question? A critical look at hotel’s network security. International Journal of Hospitality & Tourism Administration, 8(1), 43–59. https://doi.org/10.1300/J149v08n01_03
  • de Kervenoael, R., Hasan, R., Schwob, A., & Goh, E. (2020). Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots. Tourism Management, 78, 104042. https://doi.org/10.1016/j.tourman.2019.104042
  • Denning, T., Matuszek, C., Koscher, K., Smith, J. R., & Kohno, T. (2009). A spotlight on security and privacy risks with future household robots: Attacks and lessons. In Proceedings of the 11th International Conference on Ubiquitous Computing (pp. 105–114). ACM.
  • Dinev, T., & Hart, P. (2006). An extended privacy calculus model for e-commerce transactions. Information Systems Research, 17(1), 61–80. https://doi.org/10.1287/isre.1060.0080
  • Dinev, T., Albano, V., Xu, H., D’Atri, A., & Hart, P. (2016). Individuals’ attitudes towards electronic health records: A privacy calculus perspective. In: A. Gupta, V. Patel, & R. Greenes (Eds.), Advances in healthcare informatics and analytics. Annals of information systems. Springer International Publishing. https://doi.org/10.1007/978-3-319-23294-2_2
  • Dinev, T., Xu, H., Smith, J. H., & Hart, P. (2013). Information privacy and correlates: An empirical attempt to bridge and distinguish privacy-related concepts. European Journal of Information Systems, 22(3), 295–316. https://doi.org/10.1057/ejis.2012.23
  • Dudek, W., & Szynkiewicz, W. (2019). Cyber-security for mobile service robots–challenges for cyber-physical system safety. Journal of Telecommunications and Information Technology, 2(2019), 29–36. https://doi.org/10.26636/jtit.2019.131019
  • Earp, J. B., Antón, A. I., Aiman-Smith, L., & Stufflebeam, W. H. (2005). Examining Internet privacy policies within the context of user privacy values. IEEE Transactions on Engineering Management, 52(2), 227–237. https://doi.org/10.1109/TEM.2005.844927
  • Fan, H., Han, B., Gao, W., & Li, W. (2022). How AI chatbots have reshaped the frontline interface in China: Examining the role of sales–service ambidexterity and the personalization–privacy paradox. International Journal of Emerging Markets, 17(4), 967–986. https://doi.org/10.1108/IJOEM-04-2021-0532
  • Fernandes, T., & Costa, M. (2023). Privacy concerns with COVID-19 tracking apps: A privacy calculus approach. Journal of Consumer Marketing, 40(2), 181–192. https://doi.org/10.1108/JCM-03-2021-4510
  • 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/10.2307/3151312
  • Fuentes-Moraleda, L., Díaz-Pérez, P., Orea-Giner, A., Muñoz-Mazón, A., & Villacé-Molinero, T. (2020). Interaction between hotel service robots and humans: A hotel-specific Service Robot Acceptance Model (sRAM). Tourism Management Perspectives, 36, 100751. https://doi.org/10.1016/j.tmp.2020.100751
  • Fusté-Forné, F., & Jamal, T. (2021). Co-creating new directions for service robots in hospitality and tourism. Tourism and Hospitality, 2(1), 43–61. https://doi.org/10.3390/tourhosp2010003
  • Goel, P., Kaushik, N., Sivathanu, B., Pillai, R., & Vikas, J. (2022). Consumers’ adoption of artificial intelligence and robotics in hospitality and tourism sector: Literature review and future research agenda. Tourism Review, 77(4), 1081–1096. https://doi.org/10.1108/TR-03-2021-0138
  • Gouthier, M. H., Nennstiel, C., Kern, N., & Wendel, L. (2022). The more the better? Data disclosure between the conflicting priorities of privacy concerns, information sensitivity and personalization in e-commerce. Journal of Business Research, 148, 174–189. https://doi.org/10.1016/j.jbusres.2022.04.034
  • Gretzel, U., & Murphy, J. (2019). Making sense of robots: Consumer discourse on robots in tourism and hospitality service settings. In Robots, artificial intelligence, and service automation in travel, tourism and hospitality. Emerald Publishing Limited.
  • Guan, X., Gong, J., Li, M., & Huan, T. C. (2022). Exploring key factors influencing customer behavioral intention in robot restaurants. International Journal of Contemporary Hospitality Management, 34(9), 3482–3501. https://doi.org/10.1108/IJCHM-06-2021-0807
  • Gupta, S., Modgil, S., Lee, C. K., Cho, M., & Park, Y. (2022). Artificial intelligence enabled robots for stay experience in the hospitality industry in a smart city. Industrial Management & Data Systems, 122(10), 2331–2350. https://doi.org/10.1108/IMDS-10-2021-0621
  • Hair, J. F., Sarstedt, M., Hopkins, L., & G. Kuppelwieser, V. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128
  • Hair, J. F., Black, B., Babin, B., Anderson, R. E., & Tatham, R. L. (2010). Multivariate data analysis (7th ed.). Prentice Hall.
  • Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial least squares structural equation modeling (PLS-SEM) using R: A workbook. Springer Nature.
  • Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
  • Hajli, N., & Lin, X. (2016). Exploring the security of information sharing on social networking sites: The role of perceived control of information. Journal of Business Ethics, 133(1), 111–123. https://doi.org/10.1007/s10551-014-2346-x
  • Heuer, T., Schiering, I., & Gerndt, R. (2021). Privacy framework for context-aware robot development. Paladyn, Journal of Behavioral Robotics, 12(1), 468–480. https://doi.org/10.1515/pjbr-2021-0032
  • Homans, G. C. (1958). Social behavior as exchange. American Journal of Sociology, 63(6), 597–606. https://doi.org/10.1086/222355
  • Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1–55.
  • Hu, Y., & Min, H. K. (2023). The dark side of artificial intelligence in service: The “watching-eye” effect and privacy concerns. International Journal of Hospitality Management, 110, 103437. https://doi.org/10.1016/j.ijhm.2023.103437
  • Hwang, J., Kim, H., Kim, J. J., & Kim, I. (2021). Investigation of perceived risks and their outcome variables in the context of robotic restaurants. Journal of Travel & Tourism Marketing, 38(3), 263–281. https://doi.org/10.1080/10548408.2021.1906826
  • Ivanov, S. H., & Umbrello, S. (2021). The ethics of artificial intelligence and robotization in tourism and hospitality–a conceptual framework and research agenda. Journal of Smart Tourism, 1(4), 9–18. https://doi.org/10.52255/smarttourism.2021.1.4.3
  • Ivanov, S., Duglio, S., & Beltramo, R. (2023). Robots in tourism and Sustainable Development Goals: Tourism Agenda 2030 perspective article. Tourism Review, 78(2), 352–360. https://doi.org/10.1108/TR-08-2022-0404
  • Ivkov, M., Blešić, I., Dudić, B., Pajtinková Bartáková, G., & Dudić, Z. (2020). Are future professionals willing to implement service robots? Attitudes of hospitality and tourism students towards service robotization. Electronics, 9(9), 1442. https://doi.org/10.3390/electronics9091442
  • Jang, H. W., & Lee, S. B. (2020). Serving robots: Management and applications for restaurant business sustainability. Sustainability, 12(10), 3998. https://doi.org/10.3390/su12103998
  • Jia, J. W., Chung, N., & Hwang, J. (2021). Assessing the hotel service robot interaction on tourists’ behaviour: The role of anthropomorphism. Industrial Management & Data Systems, 121(6), 1457–1478. https://doi.org/10.1108/IMDS-11-2020-0664
  • Jozani, M., Ayaburi, E., Ko, M., & Choo, K. K. R. (2020). Privacy concerns and benefits of engagement with social media-enabled apps: A privacy calculus perspective. Computers in Human Behavior, 107, 106260. https://doi.org/10.1016/j.chb.2020.106260
  • Kim, B., & Kim, D. (2020). Understanding the key antecedents of users’ disclosing behaviors on social networking sites: The privacy paradox. Sustainability, 12(12), 5163. https://doi.org/10.3390/su12125163
  • Kim, D., Park, K., Park, Y., & Ahn, J. H. (2019). Willingness to provide personal information: Perspective of privacy calculus in IoT services. Computers in Human Behavior, 92, 273–281. https://doi.org/10.1016/j.chb.2018.11.022
  • Kim, J. S., Yoon, S., & Zemke, D. M. V. (2017). Factors affecting customers’ intention to use of location-based services (LBS) in the lodging industry. Journal of Hospitality and Tourism Technology, 8(3), 337–356. https://doi.org/10.1108/JHTT-03-2017-0023
  • Kim, S. S., Kim, J., Badu-Baiden, F., Giroux, M., & Choi, Y. (2021). Preference for robot service or human service in hotels? Impacts of the COVID-19 pandemic. International Journal of Hospitality Management, 93, 102795. https://doi.org/10.1016/j.ijhm.2020.102795
  • Kim, T. W., Jiang, L., Duhachek, A., Lee, H., & Garvey, A. (2022). Do you mind if i ask you a personal question? How ai service agents alter consumer self-disclosure. Journal of Service Research, 25(4), 649–666. https://doi.org/10.1177/10946705221120232
  • Kini, R. B., Bolar, K., Rofin, T. M., Mukherjee, S., & Bhattacharjee, S. (2023). Acceptance of location-based advertising by young consumers: A stimulus-organism-response (SOR) model perspective. Information Systems Management, 1–19. https://doi.org/10.1080/10580530.2023.2214843
  • Knani, M., Echchakoui, S., & Ladhari, R. (2022). Artificial intelligence in tourism and hospitality: Bibliometric analysis and research agenda. International Journal of Hospitality Management, 107, 103317. https://doi.org/10.1016/j.ijhm.2022.103317
  • Korzaan, M. L., & Boswell, K. T. (2008). The influence of personality traits and information privacy concerns on behavioral intentions. Journal of Computer Information Systems, 48(4), 15–24. https://doi.org/10.1080/08874417.2008.11646031
  • Krupp, M. M., Rueben, M., Grimm, C. M., & Smart, W. D. (2017, March). Privacy and telepresence robotics: What do non-scientists think?. In Proceedings of the Companion of the 2017 ACM/IEEE International Conference on Human-Robot Interaction (pp. 175–176). ACM. https://doi.org/10.1145/3029798.3038384
  • Lee, A. R. (2021). Investigating the personalization–privacy paradox in internet of things (IOT) based on dual-factor theory: Moderating effects of type of IOT service and user value. Sustainability, 13(19), 10679. https://doi.org/10.3390/su131910679
  • Lee, Y., Lee, S., & Kim, D. Y. (2021). Exploring hotel guests’ perceptions of using robot assistants. Tourism Management Perspectives, 37, 100781. https://doi.org/10.1016/j.tmp.2020.100781
  • Leenes, R., Palmerini, E., Koops, B. J., Bertolini, A., Salvini, P., & Lucivero, F. (2017). Regulatory challenges of robotics: Some guidelines for addressing legal and ethical issues. Law, Innovation and Technology, 9(1), 1–44. https://doi.org/10.1080/17579961.2017.1304921
  • Lei, S. S. I., Chan, I. C. C., Tang, J., & Ye, S. (2022). Will tourists take mobile travel advice? Examining the personalization-privacy paradox. Journal of Hospitality and Tourism Management, 50, 288–297. https://doi.org/10.1016/j.jhtm.2022.02.007
  • Li, H., Wu, J., Gao, Y., & Shi, Y. (2016). Examining individuals’ adoption of healthcare wearable devices: An empirical study from privacy calculus perspective. International Journal of Medical Informatics, 88, 8–17. https://doi.org/10.1016/j.ijmedinf.2015.12.010
  • Li, K., Wang, X., Li, K., & Che, J. (2016). Information privacy disclosure on social network sites: An empirical investigation from social exchange perspective. Nankai Business Review International, 7(3), 282–300. https://doi.org/10.1108/NBRI-02-2015-0005
  • Li, Y. (2022). Cross-cultural privacy differences. In Modern socio-technical perspectives on privacy (pp. 267–292). Springer International Publishing. https://doi.org/10.1007/978-3-030-82786-1_12
  • Lin, I. Y., & Mattila, A. S. (2021). The value of service robots from the hotel guest’s perspective: A mixed-method approach. International Journal of Hospitality Management, 94, 102876. https://doi.org/10.1016/j.ijhm.2021.102876
  • Lowry, P. B., Cao, J., & Everard, A. (2011). Privacy concerns versus desire for interpersonal awareness in driving the use of self-disclosure technologies: The case of instant messaging in two cultures. Journal of Management Information Systems, 27(4), 163–200. https://doi.org/10.2753/MIS0742-1222270406
  • Lutz, C., & Tamó-Larrieux, A. (2020). The robot privacy paradox: Understanding how privacy concerns shape intentions to use social robots. Human-Machine Communication, 1, 87–111. https://doi.org/10.30658/hmc.1.6
  • Lutz, C., & Tamò-Larrieux, A. (2021). Do privacy concerns about social robots affect use intentions? Evidence from an experimental vignette study. Frontiers in Robotics and AI, 8, 627958. https://doi.org/10.3389/frobt.2021.627958
  • Lutz, C., Schöttler, M., & Hoffmann, C. P. (2019). The privacy implications of social robots: Scoping review and expert interviews. Mobile Media & Communication, 7(3), 412–434. https://doi.org/10.1177/2050157919843961
  • Ma, Z., Erkus, A., & Tabak, A. (2010). Explore the impact of collectivism on conflict management styles: A Turkish study. International Journal of Conflict Management, 21(2), 169–185. https://doi.org/10.1108/10444061011037396
  • Mani, Z., & Chouk, I. (2019). Impact of privacy concerns on resistance to smart services: Does the ‘big brother effect’ matter? Journal of Marketing Management, 35(15–16), 1460–1479. https://doi.org/10.1080/0267257X.2019.1667856
  • 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
  • Meinert, D. B., Peterson, D. K., Criswell, J. R., & Crossland, M. D. (2006). Privacy policy statements and consumer willingness to provide personal information. Journal of Electronic Commerce in Organizations, 4(1), 1–17. https://doi.org/10.4018/jeco.2006010101
  • Midgley, D. F., & Dowling, G. R. (1978). Innovativeness: The concept and its measurement. Journal of Consumer Research, 4(4), 229–242. https://doi.org/10.1086/208701
  • Morosan, C., & DeFranco, A. (2015). Disclosing personal information via hotel apps: A privacy calculus perspective. International Journal of Hospitality Management, 47, 120–130. https://doi.org/10.1016/j.ijhm.2015.03.008
  • Mou, Y., Zhang, L., Wu, Y., Pan, S., & Ye, X. (2023). Does self-disclosing to a robot induce liking for the robot? Testing the disclosure and liking hypotheses in human–robot interaction. International Journal of Human–Computer Interaction, 1–12. https://doi.org/10.1080/10447318.2022.2163350
  • Nam, K., Dutt, C. S., Chathoth, P., Daghfous, A., & Khan, M. S. (2021). The adoption of artificial intelligence and robotics in the hotel industry: Prospects and challenges. Electronic Markets, 31(3), 553–574. https://doi.org/10.1007/s12525-020-00442-3
  • Neerincx, A., Edens, C., Broz, F., Li, Y., & Neerincx, M. (2022, August). Self-Disclosure to a Robot “In-the-Wild”: Category, Human Personality and Robot Identity. In 2022 31st IEEE International Conference on Robot and Human Interactive Communication (RO-MAN) (pp. 584–591). IEEE. https://doi.org/10.1109/RO-MAN53752.2022.9900566
  • Nomura, T. T., Syrdal, D. S., & Dautenhahn, K. (2015). Differences on social acceptance of humanoid robots between Japan and the UK. In Proceedings 4th International Symposium on New Frontiers in Human-Robot Interaction. The Society for the Study of Artificial Intelligence and the Simulation of Behaviour (AISB).
  • Pal, D., Arpnikanondt, C., & Razzaque, M. A. (2020). Personal information disclosure via voice assistants: The personalization–privacy paradox. SN Computer Science, 1(5), 280. https://doi.org/10.1007/s42979-020-00287-9
  • Paluch, S., Tuzovic, S., Holz, H. F., Kies, A., & Jörling, M. (2022). “My colleague is a robot”–exploring frontline employees’ willingness to work with collaborative service robots. Journal of Service Management, 33(2), 363–388. https://doi.org/10.1108/JOSM-11-2020-0406
  • Pande, S., & Gupta, K. P. (2022). Indian customers’ acceptance of service robots in restaurant services. Behaviour & Information Technology, 1–22. https://doi.org/10.1080/0144929X.2022.2103734
  • Paraman, P., Annamalah, S., Chakravarthi, S., Pertheban, T. R., Vlachos, P., Shamsudin, M. F., Kadir, B., How, L. K., Chee Hoo, W., Ahmed, S., Leong, D. C. K., Raman, M., & Singh, P. (2023). A Southeast Asian perspective on hotel service robots: Trans diagnostic mechanics and conditional indirect effects. Journal of Open Innovation: Technology, Market, and Complexity, 9(2), 100040. https://doi.org/10.1016/j.joitmc.2023.100040
  • Pelau, C., Barbul, M., & Bojescu, I. (2022). A conceptual comparative approach on personal AI assistants and external service robots. Proceedings of the International Conference on Business Excellence, 16(1), 1466–1474. https://doi.org/10.2478/picbe-2022-0134
  • Posey, C., Lowry, P. B., Roberts, T. L., & Ellis, T. S. (2010). Proposing the online community self-disclosure model: The case of working professionals in France and the UK who use online communities. European Journal of Information Systems, 19(2), 181–195. https://doi.org/10.1057/ejis.2010.15
  • Qiu, H., Li, M., Shu, B., & Bai, B. (2020). Enhancing hospitality experience with service robots: The mediating role of rapport building. Journal of Hospitality Marketing & Management, 29(3), 247–268. https://doi.org/10.1080/19368623.2019.1645073
  • Reis, J., Melão, N., Salvadorinho, J., Soares, B., & Rosete, A. (2020). Service robots in the hospitality industry: The case of Henn-na hotel, Japan. Technology in Society, 63, 101423. https://doi.org/10.1016/j.techsoc.2020.101423
  • Rossi, A., Perugia, G., & Rossi, S. (2021). Investigating customers’ perceived sensitivity of information shared with a robot bartender. In Social Robotics: 13th International Conference, ICSR 2021, Singapore, Singapore, November 10–13, 2021, Proceedings 13 (pp. 119–129). Springer International Publishing.
  • Rossi, S., Santangelo, G., Staffa, M., Varrasi, S., Conti, D., & Di Nuovo, A. (2018, August). Psychometric evaluation supported by a social robot: Personality factors and technology acceptance. In 2018 27th IEEE International Symposium on Robot and Human Interactive Communication (RO-MAN) (pp. 802–807). IEEE. https://doi.org/10.1109/ROMAN.2018.8525838
  • Rueben, M., Aroyo, A. M., Lutz, C., Schmölz, J., Van Cleynenbreugel, P., Corti, A., Agrawal, S., & Smart, W. D. (2018). Themes and research directions in privacy sensitive robotics. In 2018 IEEE Workshop on Advanced Robotics and Its Social Impacts (ARSO). IEEE. https://doi.org/10.1109/ARSO.2018.8625758
  • Saari, U. A., Tossavainen, A., Kaipainen, K., & Mäkinen, S. J. (2022). Exploring factors influencing the acceptance of social robots among early adopters and mass market representatives. Robotics and Autonomous Systems, 151, 104033. https://doi.org/10.1016/j.robot.2022.104033
  • Sah, J., & Jun, S. (2023). The role of consumers’ privacy awareness in the privacy calculus for iot services. International Journal of Human–Computer Interaction, 1–12. https://doi.org/10.1080/10447318.2023.2184102
  • Schomakers, E. M., Lidynia, C., & Ziefle, M. (2022). The role of privacy in the acceptance of smart technologies: Applying the privacy calculus to technology acceptance. International Journal of Human–Computer Interaction, 38(13), 1276–1289. https://doi.org/10.1080/10447318.2021.1994211
  • Seo, K. H., & Lee, J. H. (2021). The emergence of service robots at restaurants: Integrating trust, perceived risk, and satisfaction. Sustainability, 13(8), 4431. https://doi.org/10.3390/su13084431
  • Seyitoğlu, F., & Ivanov, S. (2020). A conceptual framework of the service delivery system design for hospitality firms in the (post-) viral world: The role of service robots. International Journal of Hospitality Management, 91, 102661. https://doi.org/10.1016/j.ijhm.2020.102661
  • Shah, T. R., Kautish, P., & Mehmood, K. (2023). Influence of robots service quality on customers’ acceptance in restaurants. Asia Pacific Journal of Marketing and Logistics. https://doi.org/10.1108/APJML-09-2022-0780
  • Shin, H. (2022). A critical review of robot research and future research opportunities: Adopting a service ecosystem perspective. International Journal of Contemporary Hospitality Management, 34(6), 2337–2358. https://doi.org/10.1108/IJCHM-09-2021-1171
  • Shin, H. H., & Jeong, M. (2020). Guests’ perceptions of robot concierge and their adoption intentions. International Journal of Contemporary Hospitality Management, 32(8), 2613–2633. https://doi.org/10.1108/IJCHM-09-2019-0798
  • Smith, H. J., Milberg, S. J., & Burke, S. J. (1996). Information privacy: Measuring individuals’ concerns about organizational practices. MIS Quarterly, 20(2), 167–196. https://doi.org/10.2307/249477
  • Spatola, N., Kühnlenz, B., & Cheng, G. (2021). Perception and evaluation in human–robot interaction: The human–robot interaction evaluation scale (HRIES)—a multicomponent approach of anthropomorphism. International Journal of Social Robotics, 13(7), 1517–1539. https://doi.org/10.1007/s12369-020-00667-4
  • Syrdal, D. S., Walters, M. L., Otero, N., Koay, K. L., & Dautenhahn, K. (2007). ‘He knows when you are sleeping’: Privacy and the personal robot companion [Paper presentation]. Technical Report from the AAAI-07 Workshop: W06 on Human Implications of Human–Robot Interaction, Vancouver, BC, Canada.
  • Tang, J., & Zhang, P. (2020). The impact of atmospheric cues on consumers’ approach and avoidance behavioral intentions in social commerce websites. Computers in Human Behavior, 108, 105729. https://doi.org/10.1016/j.chb.2018.09.038
  • Taylor, D. G., Davis, D. F., & Jillapalli, R. (2009). Privacy concern and online personalization: The moderating effects of information control and compensation. Electronic Commerce Research, 9(3), 203–223. https://doi.org/10.1007/s10660-009-9036-2
  • Tuomi, A., Tussyadiah, I. P., & Hanna, P. (2021). Spicing up hospitality service encounters: The case of Pepper. International Journal of Contemporary Hospitality Management, 33(11), 3906–3925. https://doi.org/10.1108/IJCHM-07-2020-0739
  • Tussyadiah, I. (2020). A review of research into automation in tourism: Launching the annals of tourism research curated collection on artificial intelligence and robotics in tourism. Annals of Tourism Research, 81, 102883. https://doi.org/10.1016/j.annals.2020.102883
  • Tussyadiah, I. P., & Park, S. (2018, January 24–26). Consumer evaluation of hotel service robots. In Information and Communication Technologies in Tourism 2018: Proceedings of the International Conference in Jönköping (pp. 308–320). Springer International Publishing.
  • Tussyadiah, I. P., Zach, F. J., & Wang, J. (2020). Do travelers trust intelligent service robots? Annals of Tourism Research, 81, 102886. https://doi.org/10.1016/j.annals.2020.102886
  • Vandecasteele, B., & Geuens, M. (2010). Motivated consumer innovativeness: Concept, measurement, and validation. International Journal of Research in Marketing, 27(4), 308–318. https://doi.org/10.1016/j.ijresmar.2010.08.004
  • Verma, R., Zhong, L. (2018). Robots: Hotel customers like them. https://www.hospitalitynet.org/opinion/4089960.html
  • Vu, H. T., & Lim, J. (2022). Effects of country and individual factors on public acceptance of artificial intelligence and robotics technologies: A multilevel SEM analysis of 28-country survey data. Behaviour & Information Technology, 41(7), 1515–1528. https://doi.org/10.1080/0144929X.2021.1884288
  • Wang, T., Duong, T. D., & Chen, C. C. (2016). Intention to disclose personal information via mobile applications: A privacy calculus perspective. International Journal of Information Management, 36(4), 531–542. https://doi.org/10.1016/j.ijinfomgt.2016.03.003
  • Wang, Y., Norice, G., & Cranor, L. F. (2011). Who is concerned about what? A study of American, Chinese and Indian Users’ privacy concerns on social network sites: (Short Paper). In Trust and Trustworthy Computing: 4th International Conference, TRUST 2011, June 22–24 Proceedings 4 (pp. 146–153). Springer Berlin Heidelberg.
  • Weinhard, A., Hauser, M., & Thiesse, F. (2017). Explaining adoption of pervasive retail systems with a model based on UTAUT2 and the extended privacy calculus [Paper presentation]. Proceedings of the 21st Asia Conference on Information System (PACIS), Langkawi, Malaysia.
  • Woo, M. (2014). Robots: Can we trust them with our privacy? Retrieved April 4, 2023, from https://www.bbc.com/fu ture/article/20140605-the-greatest-threat-of-robots
  • Xiao, L., & Kumar, V. (2021). Robotics for customer service: A useful complement or an ultimate substitute? Journal of Service Research, 24(1), 9–29. https://doi.org/10.1177/1094670519878881
  • Xie, L., & Lei, S. (2022). The nonlinear effect of service robot anthropomorphism on customers’ usage intention: A privacy calculus perspective. International Journal of Hospitality Management, 107, 103312. https://doi.org/10.1016/j.ijhm.2022.103312
  • Xu, H., Dinev, T., Smith, H. J., & Hart, P. (2008, December 14–17). Examining the formation of individual’s privacy concerns: Toward an integrative view [Paper presentation]. International Conference on Information Systems, Paris, France.
  • Xu, H., Dinev, T., Smith, J., & Hart, P. (2011). Information privacy concerns: Linking individual perceptions with institutional privacy assurances. Journal of the Association for Information Systems, 12(12), 798–824. https://doi.org/10.17705/1jais.00281
  • Xu, H., Luo, X. R., Carroll, J. M., & Rosson, M. B. (2011). The personalization privacy paradox: An exploratory study of decision making process for location-aware marketing. Decision Support Systems, 51(1), 42–52. https://doi.org/10.1016/j.dss.2010.11.017
  • Xu, H., Teo, H. H., Tan, B. C., & Agarwal, R. (2009). The role of push-pull technology in privacy calculus: The case of location-based services. Journal of Management Information Systems, 26(3), 135–174. https://doi.org/10.2753/MIS0742-1222260305
  • Yang, L., Henthorne, T. L., & George, B. (2020). Artificial intelligence and robotics technology in the hospitality industry: Current applications and future Trends. In B. George & J. Paul (Eds.), Digital transformation in business and society (pp. 211–228). Palgrave Macmillan.
  • Yeh, C. H., Wang, Y. S., Lin, S. J., Tseng, T. H., Lin, H. H., Shih, Y. W., & Lai, Y. H. (2018). What drives internet users’ willingness to provide personal information? Online Information Review, 42(6), 923–939. https://doi.org/10.1108/OIR-09-2016-0264
  • Yörük, T., Akar, N., & Özmen, N. V. (2023). Research trends on guest experience with service robots in the hospitality industry: A bibliometric analysis. European Journal of Innovation Management. https://doi.org/10.1108/EJIM-09-2022-0530
  • Zhong, L., Coca-Stefaniak, J. A., Morrison, A. M., Yang, L., & Deng, B. (2022). Technology acceptance before and after COVID-19: No-touch service from hotel robots. Tourism Review, 77(4), 1062–1080. https://doi.org/10.1108/TR-06-2021-0276
  • Złotowski, J., Yogeeswaran, K., & Bartneck, C. (2017). Can we control it? Autonomous robots threaten human identity, uniqueness, safety, and resources. International Journal of Human-Computer Studies, 100, 48–54. https://doi.org/10.1016/j.ijhcs.2016.12.00
  • Zhu, X., Cao, Q., & Liu, C. (2022). Mechanism of platform interaction on social media users’ intention to disclose privacy: A case study of Tiktok app. Information, 13(10), 461. https://doi.org/10.3390/info13100461

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.