5,274
Views
59
CrossRef citations to date
0
Altmetric
Articles

Impact of robot hotel service on consumers’ purchase intention: a control experiment

, ORCID Icon, ORCID Icon &

References

  • Ajzen, I. (1985). From intentions to actions: A theory of planned behavior. Berlin Heidelberg: Springer.
  • Ajzen, I., & Driver, B. L. (1991). Prediction of leisure participation from behavioral, normative, and control beliefs: An application of the theory of planned behavior. Leisure Sciences, 13(3), 185–204.
  • Ali, F. (2016). Hotel website quality, perceived flow, customer satisfaction and purchase intention. Journal of Hospitality and Tourism Technology, 7(2), 213–228.
  • Barber, N., Kuo, P.-J., Bishop, M., & Goodman Jr, R. (2012). Measuring psychographics to assess purchase intention and willingness to pay. Journal of Consumer Marketing, 29(4), 280–292.
  • Berezina, K., Cobanoglu, C., Miller, B. L., & Kwansa, F. A. (2012). The impact of information security breach on hotel guest perception of service quality, satisfaction, revisit intentions and word-of-mouth. International Journal of Contemporary Hospitality Management, 24(7), 991–1010.
  • Bradley, G. L., & Sparks, B. A. (2012). Antecedents and consequences of consumer value: A longitudinal study of timeshare owners. Journal of Travel Research, 51(2), 191–204.
  • Casalo, L. V., Flavian, C., Guinaliu, M., & Ekinci, Y. (2015). Do online hotel rating schemes influence booking behaviors? International Journal of Hospitality Management, 49, 28–36.
  • Chan, A. P. H., & Tung, V. W. S. (2019). Examining the effects of robotic service on brand experience: The moderating role of hotel segment. Journal of Travel & Tourism Marketing, 36(4), 458–468.
  • Chiang, C. F., & Jang, S. S. (2007). The effects of perceived price and brand image on value and purchase intention: Leisure travelers’ attitudes toward online hotel booking. Journal of Hospitality & Leisure Marketing, 15(3), 49–69.
  • Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340.
  • Dirican, C. (2015). The impacts of robotics, artificial intelligence on business and economics. Procedia-Social and Behavioral Sciences, 195, 564–573.
  • Dodds, W. B., Monroe, K. B., & Grewal, D. (1991). Effects of price, brand, and store information on buyers’product evaluations. Journal of Marketing Research, 28(3), 307–319.
  • Dolnicar, S., & Ring, A. (2014). Tourism marketing research: Past, present and future. Annals of Tourism Research, 47, 31–47.
  • Eagly, A. H., & Chaiken, S. (1993). The psychology of attitudes. Fort Worth, Texas: Harcourt Brace Jovanovich College.
  • Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1990). Consumer behaviour. Hinsdale, IL: Dryden Press.
  • Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention, and behavior: An introduction to theory and research. Reading, MA: Addison-Wesley.
  • Fong, L. H. N., Law, R., Tang, C. M. F., & Yap, M. H. T. (2016). Experimental research in hospitality and tourism: A critical review. International Journal of Contemporary Hospitality Management, 28(2), 246–266.
  • Ghosh, T. (2018). Predicting hotel book intention: The influential role of helpfulness and advocacy of online reviews. Journal of Hospitality Marketing & Management, 27(3), 299–322.
  • Han, J. Y. (2018). Effects of hotel using experience on customers’ purchase and behavior intention. Journal of Digital Convergence, 16(5), 105–113.
  • Isaid, E. N., & Faisal, M. N. (2015). Consumers’ repurchase intention towards a mobile phone brand in Qatar: An exploratory study utilizing theory of reasoned action framework. Global Business Review, 16(4), 594–608.
  • Ivanov, S., & Webster, C. (2019a). Economic Fundamentals of the Use of robots, artificial intelligence, and service Automation in travel, tourism, and hospitality. In S. Ivanov & C. Webster (Eds.), Robots, artificial intelligence, and service Automation in travel, tourism and hospitality, Emerald Publishing limited (pp. 39–55). England: Emerald.
  • Ivanov, S., & Webster, C. (2019b). Perceived appropriateness and intention to use service robots in tourism. In J. Pesonen & J. Neidhardt (Eds.), Information and communication technologies in tourism 2019 (pp. 237–248). Cham: Springer International.
  • Ivanov, S. H., & Webster, C. (2017). Adoption of robots, artificial intelligence and service automation by travel, tourism and hospitality companies–a cost-benefit analysis. Paper presented at the International Scientific Conference “Contemporary Tourism – Traditions And Innovations”, Sofia University, Sofia, 19–21 October 2017, pp, 1501–1517.
  • Ivanov, S. H., Webster, C., & Berezina, K. (2017). Adoption of robots and service automation by tourism and hospitality companies. Revista Turismo & Desenvolvimento, 27(28), 1501–1517.
  • Ivanov, S., Webster, C., & Garenko, A. (2018). Young Russian adults’ attitudes towards the potential use of robots in hotels. Technology in Society, 55, 24–32.
  • Kim, Y., & Lee, H. S. (2014). Quality, perceived usefulness, user satisfaction, and intention to use: An empirical study of ubiquitous personal robot service. Asian Social Science, 10(11), 1–16.
  • Kim, J., Okumus, F., & Okumus, F. (2016). An extended technology acceptance model in behavioral intention toward hotel tablet apps with moderating effects of gender and age. International Journal of Contemporary Hospitality Management, 28(8), 1535–1553.
  • Kim, M., & Qu, H. (2014). Travelers’ behavioral intention toward hotel self-service kiosks usage. International Journal of Contemporary Hospitality Management, 26(2), 225–245.
  • Kuhfeld, W. F., Tobias, R. D., & Garratt, M. (1994). Efficient experimental design with marketing research applications. Journal of Marketing Research, 31(4), 545–557.
  • Law, R., Buhalis, D., & Cobanoglu, C. (2014). Progress on information and communication technologies in hospitality and tourism. International Journal of Contemporary Hospitality Management, 26(5), 727–750.
  • Leung, X., Tanford, S., & Jiang, L. (2017). Is a picture really worth a thousand words? An experiment on hotel Facebook message effectiveness. Journal of Hospitality and Tourism Technology, 8(1), 19–38.
  • Li, J., Yang, M., & Pan, B. (2015). Network analysis of navigation paths of tourists’ trip planning and power structure of the online tourism in China. Asia Pacific Journal of Tourism Research, 20(sup1), 1451–1465.
  • Lynn, A., & Lynn, M. (2003). Experiments and quasi-experiments: Methods for evaluating marketing options. Cornell Hotel and Restaurant Administration Quarterly, 44(2), 75–84.
  • Mattila, A. S. (2004). Consumer behavior research in hospitality and tourism journals. International Journal of Hospitality Management, 23(5), 449–457.
  • Mende, M., Scott, M. L., van Doorn, J., Grewal, D., & Shanks, I. (2019). Service robots rising: How humanoid robots influence service experiences and elicit compensatory consumer responses. Journal of Marketing Research, 56(4), 535–556.
  • 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.
  • Murphy, J., Hofacker, C., & Gretzel, U. (2017). Dawning of the age of robots in hospitality and tourism: Challenges for teaching and research. European Journal of Tourism Research, 15, 104–111.
  • Nakanishi, J., Kuramoto, I., Baba, J., Kohei, O., Yoshikawa, Y., & Ishiguro, H. (2018). Can a humanoid Robot engage in heartwarming interaction service at a hotel? Paper presented at the Proceedings of the 6th International Conference on Human-Agent Interaction. Southampton, 15–18 December, 2018, pp. 3773–3780.
  • Namasivayam, K. (2004). Repeated measures experimentation in hospitality research: A brief overview. Journal of Hospitality & Tourism Research, 28(1), 121–129.
  • Osawa, H., Ema, A., Hattori, H., Akiya, N., Kanzaki, N., Kubo, A., Koyama, T., & Ichise, R. (2017a). Analysis of robot hotel: Reconstruction of works with robots. Paper presented at the 2017 26th IEEE International Symposium on Robot and Human Interactive Communication (RO-MAN). Lisbon, August 28 - September 1, 2017, pp. 219–223.
  • Osawa, H., Ema, A., Hattori, H., Akiya, N., Kanzaki, N., Kubo, A., Koyama, T., & Ichise, R. (2017b). What is real risk and benefit on work with robots?: From the analysis of a robot hotel. Paper presented at the Proceedings of the Companion of the 2017 ACM/IEEE International Conference on Human-Robot Interaction. Vienna, March 6-9, 2017, pp. 241–242.
  • Pee, L. G., Jiang, J., & Klein, G. (2018). Signaling effect of website usability on repurchase intention. International Journal of Information Management, 39, 228–241.
  • Pinillos, R., Marcos, S., Feliz, R., Zalama, E., & Gómez-García-Bermejo, J. (2016). Long-term assessment of a service robot in a hotel environment. Robotics and Autonomous Systems, 79, 40–57.
  • Rosa, J. A., Garbarino, E. C., & Malter, A. J. (2006). Keeping the body in mind: The influence of body esteem and body boundary aberration on consumer beliefs and purchase intentions. Journal of Consumer Psychology, 16(1), 79–91.
  • Schlosser, A. E., White, T. B., & Lloyd, S. M. (2006). Converting Web site visitors into buyers: How Web site investment increases consumer trusting beliefs and online purchase intentions. Journal of Marketing, 70(2), 133–148.
  • Spears, N., & Singh, S. N. (2004). Measuring attitude toward the brand and purchase intentions. Journal of Current Issues & Research in Advertising, 26(2), 53–66.
  • Sreejesh, S., & Anusree, M. (2016). The impacts of customers’ observed severity and agreement on hotel booking intentions: Moderating role of webcare and mediating role of trust in negative online reviews. Tourism Review, 71(2), 77–89.
  • Steinfeld, A., Fong, T., Kaber, D., Lewis, M., Scholtz, J., Schultz, A., & Goodrich, M. (2006). Common metrics for human-robot interaction. Paper presented at the Proceedings of the 1st ACM SIGCHI/SIGART Conference on Human-Robot Interaction. Salt Lake City, UT, March 2-3, 2006, pp. 33–40.
  • Su, L., Swanson, S. R., & Chen, X. (2016). The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality. Tourism Management, 52, 82–95.
  • Tsao, W.-C., Hsieh, M.-T., Shih, L.-W., & Lin, T. M. (2015). Compliance with eWOM: The influence of hotel reviews on booking intention from the perspective of consumer conformity. International Journal of Hospitality Management, 46, 99–111.
  • Tung, V. W. S., & Au, N. (2018). Exploring customer experiences with robotics in hospitality. International Journal of Contemporary Hospitality Management, 30(7), 2680–2697.
  • Tuominen, P. P., & Ascenção, M. P. (2016). The hotel of tomorrow: A service design approach. Journal of Vacation Marketing, 22(3), 279–292.
  • Tussyadiah, I. P., & Park, S. (2018). Consumer evaluation of hotel service robots. In B. Stangl & Pesonen (Eds.), Information and communication technologies in tourism 2018 (pp. 308–320). Cham: Springer International.
  • Victorino, L., Karniouchina, E., & Verma, R. (2009). Exploring the use of the abbreviated technology readiness index for hotel customer segmentation. Cornell Hospitality Quarterly, 50(3), 342–359.
  • Wang, S., Kim, S., & Agrusa, J. (2018). A comparative study of perceptions of destination advertising according to message appeal and endorsement type. Asia Pacific Journal of Tourism Research, 23(1), 24–41.
  • Xiao, H., & Smith, S. L. (2006). The making of tourism research: Insights from a social sciences journal. Annals of Tourism Research, 33(2), 490–507.
  • Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46.

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.