References
- Ahmed, M. Z., Ahmed, O., Aibao, Z., Hanbin, S., Siyu, L., Ahmad, A. (2020). Epidemic of COVID-19 in China and associated psychological problems. Asian Journal of Psychiatry, 51(3), 1–7. https://doi.org/https://doi.org/10.1016/j.ajp.2020.102092
- Ahn, J. A., & Seo, S. (2018). Consumer responses to interactive restaurant self-service technology (IRSST): the role of gadget-loving propensity. International Journal of Hospitality Management, 74(8), 109–121. https://doi.org/https://doi.org/10.1016/j.ijhm.2018.02.020
- Ariffin, S. K., Mohan, T., & Goh, Y. (2018). Influence of consumers’ perceived risk on consumers’ online purchase intention. Journal of Research in Interactive Marketing, 12(3), 309–327. https://doi.org/https://doi.org/10.1108/JRIM-11-2017-0100
- Belanche, D., Casaló, L. V., Flavián, C., & Schepers, J. (2020). Service robot implementation: A theoretical framework and research agenda. Service Industries Journal, 40(3–4), 203–225. https://doi.org/https://doi.org/10.1080/02642069.2019.1672666
- Buhalis, D., & Sinarta, Y. (2019). Real-time co-creation and nowness service: Lessons from tourism and hospitality. Journal of Travel & Tourism Marketing, 36(5), 563–582. https://doi.org/https://doi.org/10.1080/10548408.2019.1592059
- Čaić, M., Mahr, D., & Oderkerken-schröder, G. (2019). Value of social robots in services: Social cognition perspective. Journal of Services Marketing, 4(4), 463–478. https://doi.org/https://doi.org/10.1108/JSM-02-2018-0080
- Cheung, M., & Mohammed, F. (2019). The trajectory of bombing-related posttraumatic stress disorder among Iraqi civilians: shattered world assumptions and altered self-capacities as mediators; attachment and crisis support as moderators. Psychiatry Research, 273(3), 1–8. https://doi.org/https://doi.org/10.1016/j.psychres.2019.01.001
- Chi, O. H., Denton, G., & Gursoy, D. (2020). Artificially intelligent device use in service delivery: A systematic review, synthesis, and research agenda. Journal of Hospitality Marketing & Management, 29(7), 757–786. https://doi.org/https://doi.org/10.1080/19368623.2020.1721394
- Choi, Y., Choi, M., Oh, M., & Kim, S. (2019). Service robots in hotels: Understanding the service quality perceptions of human-robot interaction. Journal of Hospitality Marketing and Management, 29(6), 613–635. https://doi.org/https://doi.org/10.1080/19368623.2020.1703871
- Cong, Z., & An, L. (2004). Developing of security questionnaire and its reliability and validity. Mental Health Impurity in China, 18(2), 97–99.
- Doorn, J. V., Mende, M., Noble, S. M., Hulland, J., Ostrom, A. L., Grewal, D., Petersen, J. A. (2017). Domo Arigato Mr. Roboto: emergence of automated social presence in Organizational frontlines and customers’ service experiences. Journal of Service Research, 20(1), 1–16. https://doi.org/https://doi.org/10.1177/1094670516679272
- Duman, T., & Mattila, A. S. (2005). The role of affective factors on perceived cruise vacation value. Tourism Management, 26(3), 311–323. https://doi.org/https://doi.org/10.1016/j.tourman.2003.11.014
- Ghantous, N. (2015). Re-examining encounter intensity’s conceptualisation, measurement and role. Service Industries Journal, 35(5), 237–254. https://doi.org/https://doi.org/10.1080/02642069.2015.1002479
- Gursoy, D., Chi, O. H., Lu, L., & Nunkoo, R. (2019). Consumers acceptance of artificially intelligent (AI) device use in service delivery. International Journal of Information Management, 49(12), 157–169. https://doi.org/https://doi.org/10.1016/j.ijinfomgt.2019.03.008
- Ha, H. Y., & Pan, H. (2017). The evolution of perceived security: the temporal role of SNS information perceptions. Internet Research, 28(4), 1055–1078. https://doi.org/https://doi.org/10.1108/IntR-02-2017-0047
- Hoyer, W. D., Kroschke, M., Schmitt, B., Kraume, K., & Shankar, V. (2020). Transforming the customer experience through new technologies. Journal of Interactive Marketing, 51, 57–71. https://doi.org/https://doi.org/10.1016/j.intmar.2020.04.001
- Hu, L., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: conventional criteria versus new alternatives cutoff criteria for fit indexes in covariance structure analysis: conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1–55. https://doi.org/https://doi.org/10.1080/10705519909540118
- Ivanov, S., & Webster, C. (2019). Robots, Artificial Intelligence, and Service Automation in Travel, Tourism and Hospitality. Emerald Publishing Limited.
- Jiang, Y., & Wen, J. (2020). Effects of COVID-19 on hotel marketing and management: A perspective article. International Journal of Contemporary Hospitality Management, 32(8), 2563–2573. https://doi.org/https://doi.org/10.1108/IJCHM-03-2020-0237
- Kelly, P., Lawlor, J., & Mulvey, M. (2017). Customer roles in self-service technology encounters in a tourism context. Journal of Travel and Tourism Marketing, 34(2), 222–238. https://doi.org/https://doi.org/10.1080/10548408.2016.1156612
- Kervenoael, R. D., 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. https://doi.org/https://doi.org/10.1016/j.tourman.2019.104042
- Keyser, A. D., Köcher, S., Alkire, L., Verbeeck, C., & Kandampully, J. (2019). Frontline service technology infusion: Conceptual archetypes and future research directions. Journal of Service Management, 30(1), 156–183. https://doi.org/https://doi.org/10.1108/JOSM-03-2018-0082
- Kim, J. J., & Han, H. (2020). Hotel of the future : Exploring the attributes of a smart hotel adopting a mixed-methods approach. Journal of Travel & Tourism Marketing, 37(7), 804–822. https://doi.org/https://doi.org/10.1080/10548408.2020.1835788
- 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(2), 102795. https://doi.org/https://doi.org/10.1016/j.ijhm.2020.102795
- Kuppelwieser, V. G., & Finsterwalder, J. (2011). Psychological safety, contributions and service satisfaction of customers in group service experiences. Managing Service Quality: An International Journal, 21(6), 617–635. https://doi.org/https://doi.org/10.1108/09604521111185619
- Kwak, S. S., Kim, Y., Kim, E., Shin, C., & Cho, K. (2013). What makes people empathize with an emotional robot? The impact of agency and physical embodiment on human empathy for a robot. 2013 IEEE RO-MAN, 26–29. https://doi.org/https://doi.org/10.1109/ROMAN.2013.6628441
- Le, V. H., Thai, H., Nguyen, T., Nguyen, N., & Pervan, S. (2020). Development and validation of a scale measuring hotel website service quality (HWebSQ). Tourism Management Perspectives, 35. https://doi.org/https://doi.org/10.1016/j.tmp.2020.100697
- Lee, S. M., & Lee, D. (2021). Opportunities and challenges for contactless healthcare services in the post-COVID-19 era. Technological Forecasting and Social Change, 167. https://doi.org/https://doi.org/10.1016/j.techfore.2021.120712
- Li, M., Yin, D., Qiu, H., & Bai, B. (2021). A systematic review of AI technology-based service encounters: implications for hospitality and tourism operations. International Journal of Hospitality Management, 95(4). https://doi.org/https://doi.org/10.1016/j.ijhm.2021.102930
- Lin, H., Chi, O. H., & Gursoy, D. (2020). Antecedents of customers’ acceptance of artificially intelligent robotic device use in hospitality services. Journal of Hospitality Marketing & Management, 29(5), 530–549. https://doi.org/https://doi.org/10.1080/19368623.2020.1685053
- Lin, J. C., & Hsieh, P. (2011). Assessing the self-service technology encounters: development and validation of SSTQUAL scale. Journal of Retailing, 87(2), 194–206. https://doi.org/https://doi.org/10.1016/j.jretai.2011.02.006
- Makki, A. M., Ozturk, A., & Singh, D. (2016). Role of risk, self-efficacy, and innovativeness on behavioral intentions for mobile payment systems in the restaurant industry. Journal of Foodservice Business Research, 19(5), 454–473. https://doi.org/https://doi.org/10.1080/15378020.2016.1188646
- Miao, L., Lehto, X., & Wei, W. (2014). The hedonic value of hospitality consumption: evidence from spring break experiences. Journal of Hospitality Marketing & Management, 23(2), 99–121. https://doi.org/https://doi.org/10.1080/19368623.2013.766582
- Morita, T., Kashiwagi, N., Yorozu, A., Suzuki, H., & Yamaguchi, T. (2019). Evaluation of a multi - robot cafe based on service quality. The Review of Socionetwork Strategies, 14(1), 55–76. https://doi.org/https://doi.org/10.1007/s12626-019-00049-x
- Nambisan, S., & Baron, R. A. (2009). Virtual customer environments: testing a model of voluntary participation in value co-creation activities. Product Development & Management Association, 26(4), 388–406. https://doi.org/https://doi.org/10.1111/j.1540-5885.2009.00667.x
- Park, S. (2020). Multifaceted trust in tourism service robots. Annals of Tourism Research, 81. https://doi.org/https://doi.org/10.1016/j.annals.2020.102888
- Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879–903. https://doi.org/https://doi.org/10.1037/0021-9010.88.5.879
- Prentice, C., Lopes, S. D., & Wang, X. (2020). The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty. Journal of Hospitality Marketing and Management, 29(7), 1–18. https://doi.org/https://doi.org/10.1080/19368623.2020.1722304
- Prentice, C., & Nguyen, M. (2020). Engaging and retaining customers with AI and employee service. Journal of Retailing and Consumer Services, 56(4), 1–13. https://doi.org/https://doi.org/10.1016/j.jretconser.2020.102186
- 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/https://doi.org/10.1080/19368623.2019.1645073
- Reeves, B., & Nass, C. (1996). The media equation: How people treat computers, television, and new media like real people and places. CSLI Publications and Cambridge University Press.
- Reynolds, T. J., & Olson, J. C. (2001). Understanding consumer decision making: The means-end approach to marketing and advertising strategy. Psychology Press.
- Salimon, M. G., Yusoff, R. Z. B., & Mokhtar, S. S. M. (2017). The mediating role of hedonic motivation on the relationship between adoption of e-banking and its determinants. International Journal of Bank Marketing, 35(4), 558–582. https://doi.org/https://doi.org/10.1108/IJBM-05-2016-0060
- Samala, N., Katkam, B. S., Bellamkonda, R. S., & Rodriguez, R. V. (2019). Impact of AI and robotics in the tourism sector: A critical insight. Journal of Tourism Futures. https://doi.org/https://doi.org/10.1108/JTF-07-2019-0065
- Sayegh, L., Anthony, W. P., & Perrewe, P. L. (2004). Managerial decision-making under crisis: the role of emotion in an intuitive decision process. Human Resource Management Review, 14(2), 179–199. https://doi.org/https://doi.org/10.1016/j.hrmr.2004.05.002
- Schwartz, S. H. (2012). An overview of the schwartz theory of basic values. Online Readings in Psychology and Culture, 2(1). https://doi.org/https://doi.org/10.9707/2307-0919.1116
- Shamdasani, P., Mukherjee, A., & Malhotra, N. (2008). Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies. The Service Industries Journal, 28(1), 117–138. https://doi.org/https://doi.org/10.1080/02642060701725669
- 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/https://doi.org/10.1108/IJCHM-09-2019-0798
- Sigala, M. (2020). Tourism and COVID-19: Impacts and implications for advancing and resetting industry and research. Journal of Business Research, 117, 312–321. https://doi.org/https://doi.org/10.1016/j.jbusres.2020.06.015
- Sigala, M., & Sigala, M. (2006). Mass customisation implementation models and customer value in mobile phones services: preliminary findings from Greece. Managing Service Quality: An International Journal, 66(4), 395–420. https://doi.org/https://doi.org/10.1108/09604520610675720
- Sreejesh, S., Paul, J., Strong, C., & Pius, J. (2020). Consumer response towards social media advertising: effect of media interactivity, its conditions and the underlying mechanism. International Journal of Information Management, 54. https://doi.org/https://doi.org/10.1016/j.ijinfomgt.2020.102155
- Tasci, A. D. A., & Semrad, K. J. (2016). Developing a scale of hospitableness: A tale of two worlds. International Journal of Hospitality Management, 53(2), 30–41. https://doi.org/https://doi.org/10.1016/j.ijhm.2015.11.006
- Theodosiou, M., Katsikea, E., Samiee, S., & Makri, K. (2019). A comparison of formative versus reflective approaches for the measurement of electronic service quality. Journal of Interactive Marketing, 47, 53–67. https://doi.org/https://doi.org/10.1016/j.intmar.2019.03.004
- Tung, V. W. S., & Au, N. (2018). Exploring customer experiences with robotics in hospitality. International Journal of Contemporary Hospitality Management, 30(7), 2680–2697. https://doi.org/https://doi.org/10.1108/IJCHM-06-2017-0322
- Tung, V. W. S., & Law, R. (2017). The potential for tourism and hospitality experience research in human-robot interactions. International Journal of Contemporary Hospitality Management, 29(10), 2498–2513. https://doi.org/https://doi.org/10.1108/IJCHM-09-2016-0520
- Turner, F., Merle, A., & Gotteland, D. (2020). Enhancing consumer value of the co-design experience in mass. Journal of Business Research, 117, 473–483. https://doi.org/https://doi.org/10.1016/j.jbusres.2020.05.052
- 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. https://doi.org/https://doi.org/10.1016/j.annals.2020.102883
- Tussyadiah, I. P., Wang, D., Jung, T. H., & Tom Dieck, M. C. (2018). Virtual reality, presence, and attitude change: empirical evidence from tourism. Tourism Management, 66, 140–154. https://doi.org/https://doi.org/10.1016/j.tourman.2017.12.003
- Wang, J., Liu-lastres, B., Ritchie, B. W., & Pan, D. (2019). Risk reduction and adventure tourism safety: an extension of the risk perception attitude framework (RPAF). Tourism Management, 74, 247–257. https://doi.org/https://doi.org/10.1016/j.tourman.2019.03.012
- Wen, J., Liu, X., & Yu, C. (2020). Exploring the roles of smart services in Chinese senior tourists’ travel experiences: An application of psychological reactance theory. Anatolia, 31(4), 666669. https://doi.org/https://doi.org/10.1080/13032917.2020.1742750
- Wirtz, J., Patterson, P. G., Kunz, W. H., Gruber, T., Lu, V. N., Paluch, S., Patterson, P. G. (2018). Brave new world: Service robots in the frontline world. Journal of Service Management, 29(5), 907–931. https://doi.org/https://doi.org/10.1108/JOSM-04-2018-0119
- Wykowska, A., Chaminade, T., & Cheng, G. (2016). Embodied artificial agents for understanding human social cognition. Philosophical Transactions B, 371(1693). https://doi.org/http://dx.doi.org/10.1098/rstb.2015.0375
- Yang, H., & Ma, J. (2020). How an epidemic outbreak impacts happiness: factors that worsen (vs. protect) emotional well-being during the Coronavirus pandemic. Psychiatry Research, 289. https://doi.org/https://doi.org/10.1016/j.psychres.2020.113045
- Yıldırım, M., & Güler, A. (2021). Positivity explains how COVID-19 perceived risk increases death distress and reduces happiness. Personality and Individual Differences, 168(1). https://doi.org/https://doi.org/10.1016/j.paid.2020.110347
- Yim, M. Y., Chu, S., & Sauer, P. L. (2017). Is augmented reality technology an effective tool for E-commerce? an interactivity and vividness perspective. Journal of Interactive Marketing, 39, 89–103. https://doi.org/https://doi.org/10.1016/j.intmar.2017.04.001
- Yrjölä, M., Rintamäki, T., Saarijärvi, H., Joensuu, J., & Kulkarni, G. (2019). A customer value perspective to service experiences in restaurants. Journal of Retailing and Consumer Services, 51, 91–101. https://doi.org/https://doi.org/10.1016/j.jretconser.2019.05.030
- Zeng, Z., Chen, P., & Lew, A. A. (2020). From high-touch to high-tech: COVID-19 drives robotics adoption. Tourism Geographies, 22(3), 724–734. https://doi.org/https://doi.org/10.1080/14616688.2020.1762118
- Zhao, Y., & Bacao, F. (2020). What factors determining customer continuingly using food delivery apps during 2019 novel coronavirus pandemic period. International Journal of Hospitality Management, 91(10). https://doi.org/https://doi.org/10.1016/j.ijhm.2020.102683
- Zhu, Z., Liu, Y., Kapucu, N., & Peng, Z. (2020). Online media and trust in government during crisis: the moderating role of sense of security. International Journal of Disaster Risk Reduction, 50(11). https://doi.org/https://doi.org/10.1016/j.ijdrr.2020.101717