567
Views
3
CrossRef citations to date
0
Altmetric
Research Article

Understanding the consequences of robotic interaction quality and outcome quality: A three-phased affordance theory-based approach

, , &

References

  • Abdelhakim, A. S., Abou-Shouk, M., Ab Rahman, N. A. F. W., & Farooq, A. (2023). The fast-food employees’ usage intention of robots: A cross-cultural study. Tourism Management Perspectives, 45, 101049. https://doi.org/10.1016/j.tmp.2022.101049
  • Abubakar, A. M., Ilkan, M., Al-Tal, R. M., & Eluwole, K. K. (2017). eWOM, revisit intention, destination trust and gender. Journal of Hospitality & Tourism Management, 31, 220–227. https://doi.org/10.1016/j.jhtm.2016.12.005
  • Aggarwal, P., & Basu, A. K. (2014). Value co-creation: Factors affecting discretionary effort exertion. Services Marketing Quarterly, 35(4), 321–336. https://doi.org/10.1080/15332969.2014.946876
  • Alarcón-López, R., López-López, I., & Ruiz de Maya, S. (2023). Low and high outcome quality in co-created hospitality services: Two explanations for consumer satisfaction. Journal of Vacation Marketing, https://doi.org/10.1177/13567667231181466
  • 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
  • Asante, I. O., Fang, J., & Darko, D. F. (2019). Consumers’ role in the survival of e-commerce in Sub-Saharan Africa: Consequences of e-service quality on engagement formation. In 2019 IEEE 10th Annual Information Technology, Electronics and Mobile Communication Conference (IEMCON), 7-19 October, Vancouver, British Columbia, Canada (pp. 0763–0770). IEEE.
  • Atkinson, R., & Flint, J. (2001). Accessing hidden and hard-to-reach populations: Snowball research strategies. Social Research Update, 33(1), 1–4.
  • 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
  • Baltar, F., & Brunet, I. (2012). Social research 2.0: Virtual snowball sampling method using Facebook. Internet Research, 22(1), 57–74. https://doi.org/10.1108/10662241211199960
  • Behnam, M., Anagnostopoulos, C., Byers, T., & Papadimitriou, D. A. (2023). The impact of perceived corporate social responsibility on value-in-use through customer engagement in non-profit sports clubs: The moderating role of co-production. European Sport Management Quarterly, 23(3), 789–810. https://doi.org/10.1080/16184742.2021.1929375
  • Bernhard, E., Recker, J., & Burton-Jones, A. (2013). Understanding the actualization of affordances: A study in the process modeling context. In: Proceedings of the 34th international conference on information systems (ICIS 2013), 15-18 December, Milan, Italy (pp.1–11). Association for Information System (AIS).
  • Bilro, R. G., Loureiro, S. M. C., & Guerreiro, J. (2019). Exploring online customer engagement with hospitality products and its relationship with involvement, emotional states, experience and brand advocacy. Journal of Hospitality Marketing & Management, 28(2), 147–171. https://doi.org/10.1080/19368623.2018.1506375
  • Bowden, J. L. H. (2009). The process of customer engagement: A conceptual framework. Journal of Marketing Theory & Practice, 17(1), 63–74. https://doi.org/10.2753/MTP1069-6679170105
  • Brady, M. K., & Cronin, J. J., Jr. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34–49. https://doi.org/10.1509/jmkg.65.3.34.18334
  • Brodie, R., Hollebeek, L., Jurić, B., & Ilić, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252–271. https://doi.org/10.1177/1094670511411703
  • Brown, O., Smith, L. G., Davidson, B. I., & Ellis, D. A. (2022). The problem with the internet: An affordance-based approach for psychological research on networked technologies. Acta Psychologica, 228, 103650. https://doi.org/10.1016/j.actpsy.2022.103650
  • 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/10.1080/10548408.2019.1592059
  • Čaić, M., Odekerken-Schröder, G., & Mahr, D. (2018). Service robots: Value co-creation and co-destruction in elderly care networks. Journal of Service Management, 29(2), 178–205. https://doi.org/10.1108/JOSM-07-2017-0179
  • Chen, S., Han, X., Bilgihan, A., & Okumus, F. (2021). Customer engagement research in hospitality and tourism: A systematic review. Journal of Hospitality Marketing & Management, 30(7), 871–904. https://doi.org/10.1080/19368623.2021.1903644
  • Chen, Q., Lu, Y., Gong, Y., & Xiong, J. (2023). Can AI chatbots help retain customers? Impact of AI service quality on customer loyalty. Internet Research, 33(6), 2205–2243. https://doi.org/10.1108/INTR-09-2021-0686
  • Cheung, C. M., Shen, X. L., Lee, Z. W., & Chan, T. K. (2015). Promoting sales of online games through customer engagement. Electronic Commerce Research and Applications, 14(4), 241–250. https://doi.org/10.1016/j.elerap.2015.03.001
  • 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
  • Chuah, S. H. W., Aw, E. C. X., & Cheng, C. F. (2022). A silver lining in the COVID-19 cloud: Examining customers’ value perceptions, willingness to use and pay more for robotic restaurants. Journal of Hospitality Marketing & Management, 31(1), 49–76. https://doi.org/10.1080/19368623.2021.1926038
  • Cronin, J. J., Jr., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68. https://doi.org/10.1177/002224299205600304
  • Eid, R., El-Kassrawy, Y. A., & Agag, G. (2019). Integrating destination attributes, political (in) stability, destination image, tourist satisfaction, and intention to recommend: A study of UAE. Journal of Hospitality & Tourism Research, 43(6), 839–866. https://doi.org/10.1177/1096348019837750
  • Fang, Y. H. (2019). An app a day keeps a customer connected: Explicating loyalty to brands and branded applications through the lens of affordance and service-dominant logic. Information & Management, 56(3), 377–391. https://doi.org/10.1016/j.im.2018.07.011
  • Fan, H., Gao, W., & Han, B. (2022). How does (im) balanced acceptance of robots between customers and frontline employees affect hotels’ service quality? Computers in Human Behavior, 133, 107287. https://doi.org/10.1016/j.chb.2022.107287
  • Fang, J., Zhao, Z., Wen, C., & Wang, R. (2017). Design and performance attributes driving mobile travel application engagement. International Journal of Information Management, 37(4), 269–283. https://doi.org/10.1016/j.ijinfomgt.2017.03.003
  • Flavián, C., Ibáñez-Sánchez, S., & Orús, C. (2021). Impacts of technological embodiment through virtual reality on potential guests’ emotions and engagement. Journal of Hospitality Marketing & Management, 30(1), 1–20. https://doi.org/10.1080/19368623.2020.1770146
  • Font, X., English, R., Gkritzali, A., & Tian, W. S. (2021). Value co-creation in sustainable tourism: A service-dominant logic approach. Tourism Management, 82, 104200. https://doi.org/10.1016/j.tourman.2020.104200
  • 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
  • Fu, S., Zheng, X., & Wong, I. A. (2022). The perils of hotel technology: The robot usage resistance model. International Journal of Hospitality Management, 102, 103174. https://doi.org/10.1016/j.ijhm.2022.103174
  • Fyrberg, A., & Jüriado, R. (2009). What about interaction? Networks and brands as integrators within service‐dominant logic. Journal of Service Management, 20(4), 420–432. https://doi.org/10.1108/09564230910978511
  • Gao, L., Li, G., Tsai, F., Gao, C., Zhu, M., & Qu, X. (2022). The impact of artificial intelligence stimuli on customer engagement and value co-creation: The moderating role of customer ability readiness. Journal of Research in Interactive Marketing, 17(2), 317–333. https://doi.org/10.1108/JRIM-10-2021-0260
  • Gibson, A. C., & Nobel, P. S. (1986). The cactus primer. Harvard University Press.
  • Giuseppe, M., Scott, M., Marcello, A., & Giacomo, D. C. (2022). Collaboration and learning processes in value co-creation: A destination perspective. Journal of Travel Research, 62(3), 699–716. https://doi.org/10.1177/00472875211070349
  • Grönroos, C. (2011). Value co-creation in service logic: A critical analysis. Marketing Theory, 11(3), 279–301. https://doi.org/10.1177/1470593111408177
  • Hair, J., Black, W. C., Babin, J. B., & Anderson, R. E. (2010). Multivariate data analysis (Global ed.). Prentice Hall.
  • Hao, F. (2020). The landscape of customer engagement in hospitality and tourism: A systematic review. International Journal of Contemporary Hospitality Management, 32(5), 1837–1860. https://doi.org/10.1108/IJCHM-09-2019-0765
  • Herterich, M. M., Eck, A., & Uebernickel, F. (2016). Exploring how digitized products enable industrial service innovation–an affordance perspective. Proceeding of Twenty-Fourth European Conference on Information Systems (ECIS), İstanbul, Turkey.
  • Hollebeek, L. D., Srivastava, R. K., & Chen, T. (2019). S-D logic–informed customer engagement: Integrative framework, revised fundamental propositions, and application to CRM. Journal of the Academy of Marketing Science, 47(1), 161–185. https://doi.org/10.1007/s11747-016-0494-5
  • Horton, T. E., Chakraborty, A., & Amant, R. S. (2012). Affordances for robots: A brief survey. Avant Pismo Awangardy Filozoficzno-Naukowej, 2, 70–84.
  • Huang, M. H., & Rust, R. T. (2018). Artificial intelligence in service. Journal of Service Research, 21(2), 155–172. https://doi.org/10.1177/1094670517752459
  • Hu, Y. (2021). An improvement or a gimmick? The importance of user perceived values, previous experience, and industry context in human–robot service interaction. Journal of Destination Marketing & Management, 21, 100645. https://doi.org/10.1016/j.jdmm.2021.100645
  • 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
  • Islam, M. S., & Kirillova, K. (2021). Nonverbal communication in hotels as a medium of experience co-creation. Tourism Management, 87, 104363. https://doi.org/10.1016/j.tourman.2021.104363
  • Ivanov, D., Dolgui, A., & Sokolov, B. (2019). The impact of digital technology and industry 4.0 on the ripple effect and supply chain risk analytics. International Journal of Production Research, 57(3), 829–846. https://doi.org/10.1080/00207543.2018.1488086
  • Izogo, E. E., Mpinganjira, M., Karjaluoto, H., & Liu, H. (2022). Examining the impact of eWOM-triggered customer-to-customer interactions on travelers’ repurchase and social media engagement. Journal of Travel Research, 61(8), 1872–1894. https://doi.org/10.1177/00472875211050420
  • Javed, M., & Awan, T. M. (2022). The young tourist’s co-creation nexus: Market mavens and existential authenticity as driving forces of intentions to revisit and recommend. Journal of Hospitality and Tourism Insights. https://doi.org/10.1108/JHTI-12-2020-0240
  • Jayarathna, L., Eden, R., Fielt, E., & Nili, A. (2020). The effective use of Social Media Networks for Collaborative Learning in higher education. In Proceedings of the 41st International Conference on Information Systems (ICIS 2020), December 13-16, Hyderabad, India. Association for Information Systems.
  • Jin, H., & Cai, W. (2021). Understanding the smartphone usage of Chinese outbound tourists in their shopping practices. Current Issues in Tourism, 25(18), 2955–2968. https://doi.org/10.1080/13683500.2021.2014421
  • Jo, H., Chung, N., Hlee, S., & Koo, C. (2022). Perceived affordances and regret in online travel agencies. Journal of Travel Research, 61(5), 1024–1042. https://doi.org/10.1177/00472875211014962
  • Kao, W. K., & Huang, Y. S. S. (2023). Service robots in full-and limited-service restaurants: Extending technology acceptance model. Journal of Hospitality & Tourism Management, 54, 10–21. https://doi.org/10.1016/j.jhtm.2022.11.006
  • Ladeira, W., Perin, M. G., & Santini, F. (2023). Acceptance of service robots: A meta-analysis in the hospitality and tourism industry. Journal of Hospitality Marketing & Management, 32(6), 1–23. https://doi.org/10.1080/19368623.2023.2202168
  • Lei, S. I., Wang, D., & Law, R. (2019). Perceived technology affordance and value of hotel mobile apps: A comparison of hoteliers and customers. Journal of Hospitality & Tourism Management, 39, 201–211. https://doi.org/10.1016/j.jhtm.2019.02.006
  • Li, D., Liu, C., & Xie, L. (2022). How do consumers engage with proactive service robots? The roles of interaction orientation and corporate reputation. International Journal of Contemporary Hospitality Management, 34(11), 3962–3981. https://doi.org/10.1108/IJCHM-10-2021-1284
  • Lin, X., & Kishore, R. (2021). Social media-enabled healthcare: A conceptual model of social media affordances, online social support, and health behaviors and outcomes. Technological Forecasting and Social Change, 166, 120574. https://doi.org/10.1016/j.techfore.2021.120574
  • Lusch, R. F., Vargo, S. L., & Gustafsson, A. (2016). Fostering a trans-disciplinary perspectives of service ecosystems. Journal of Business Research, 69(8), 2957–2963. https://doi.org/10.1016/j.jbusres.2016.02.028
  • Ma, E., Yang, H., Wang, Y. C., & Song, H. (2022). Building restaurant customers’ technology readiness through robot-assisted experiences at multiple product levels. Tourism Management, 93, 104610. https://doi.org/10.1016/j.tourman.2022.104610
  • Milman, A., Tasci, A., & Zhang, T. C. (2020). Perceived robotic server qualities and functions explaining customer loyalty in the theme park context. International Journal of Contemporary Hospitality Management, 32(12), 3895–3923. https://doi.org/10.1108/IJCHM-06-2020-0597
  • Mohammadi, F., Yazdani, H. R., Jami Pour, M., & Soltani, M. (2021). Co-creation in tourism: A systematic mapping study. Tourism Review, 76(2), 305–343. https://doi.org/10.1108/TR-10-2019-0425
  • Mollen, A., & Wilson, H. (2010). Engagement, telepresence and interactivity in online consumer experience: Reconciling scholastic and managerial perspectives. Journal of Business Research, 63(9–10), 919–925. https://doi.org/10.1016/j.jbusres.2009.05.014
  • Morosan, C., & DeFranco, A. (2019). Co-creation of value using hotel interactive technologies: Examining intentions and conversion. International Journal of Contemporary Hospitality Management, 31(3), 1183–1204. https://doi.org/10.1108/IJCHM-04-2018-0314
  • Nangpiire, C., Silva, J., & Alves, H. (2022). Customer engagement and value co-creation/destruction: The internal fostering and hindering factors and actors in the tourist/hotel experience. Journal of Research in Interactive Marketing, 16(2), 173–188. https://doi.org/10.1108/JRIM-05-2020-0104
  • O’Brien, H. L., Cairns, P., & Hall, M. (2018). A practical approach to measuring user engagement with the refined user engagement scale (UES) and new UES short form. International Journal of Human-Computer Studies, 112, 28–39. https://doi.org/10.1016/j.ijhcs.2018.01.004
  • Oh, J., & Sundar, S. S. (2016). User engagement with interactive media: A communication perspective. In Why engagement matters (pp. 177–198). Springer. https://doi.org/10.1007/978-3-319-27446-1_8
  • Ostern, N. K., & Rosemann, M. (2021). A framework for digital affordances. In Proceeding of the 29th European Conference on Information Systems (ECIS 2021), Marrakesh, Morocco.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Postgraduate Medical Journal, 64(1), 12–40.
  • Park, S. (2020). Multifaceted trust in tourism service robots. Annals of Tourism Research, 81, 102888. https://doi.org/10.1016/j.annals.2020.102888
  • Pelau, C., Dabija, D. C., & Ene, I. (2021). What makes an AI device human-like? The role of interaction quality, empathy and perceived psychological anthropomorphic characteristics in the acceptance of artificial intelligence in the service industry. Computers in Human Behavior, 122, 106855. https://doi.org/10.1016/j.chb.2021.106855
  • 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. https://doi.org/10.1037/0021-9010.88.5.879
  • Prentice, C., & Nguyen, M. (2021). Robotic service quality–Scale development and validation. Journal of Retailing and Consumer Services, 62, 102661. https://doi.org/10.1016/j.jretconser.2021.102661
  • Prentice, C., Weaven, S., & Wong, I. A. (2020). Linking AI quality performance and customer engagement: The moderating effect of AI preference. International Journal of Hospitality Management, 90, 102629. https://doi.org/10.1016/j.ijhm.2020.102629
  • Radojevic, T., Stanisic, N., Stanic, N., & Davidson, R. (2018). The effects of traveling for business on customer satisfaction with hotel services. Tourism Management, 67, 326–341. https://doi.org/10.1016/j.tourman.2018.02.007
  • Romero, J. (2017). Customer engagement behaviors in hospitality: Customer-based antecedents. Journal of Hospitality Marketing & Management, 26(6), 565–584. https://doi.org/10.1080/19368623.2017.1288192
  • Ronzhyn, A., Cardenal, A. S., & Batlle Rubio, A. (2022). Defining affordances in social media research: A literature review. New Media & Society, 14614448221135187.
  • Roozen, I., Raedts, M., & Yanycheva, A. (2023). Are retail customers ready for service robot assistants? International Journal of Social Robotics, 15(1), 15–25. https://doi.org/10.1007/s12369-022-00949-z
  • Roy, S. K., Balaji, M. S., Soutar, G., & Jiang, Y. (2020). The antecedents and consequences of value co-creation behaviors in a hotel setting: A two-country study. Cornell Hospitality Quarterly, 61(3), 353–368. https://doi.org/10.1177/1938965519890572
  • Shamim, A., Ghazali, Z., & Albinsson, P. A. (2016). An integrated model of corporate brand experience and customer value co-creation behaviour. International Journal of Retail & Distribution Management, 44(2), 139–158. https://doi.org/10.1108/IJRDM-06-2015-0079
  • Shi, S., Leung, W. K., & Munelli, F. (2022). Gamification in OTA platforms: A mixed-methods research involving online shopping carnival. Tourism Management, 88, 104426. https://doi.org/10.1016/j.tourman.2021.104426
  • 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
  • Shulga, L. V. (2021). Change management communication: The role of meaningfulness, leadership brand authenticity, and gender. Cornell Hospitality Quarterly, 62(4), 498–515. https://doi.org/10.1177/1938965520929022
  • Sinaiko, H. W., & Brislin, R. W. (1973). Evaluating language translations: Experiments on three assessment methods. Journal of Applied Psychology, 57(3), 328–334. https://doi.org/10.1037/h0034677
  • Song, J., Qu, H., & Li, X. (2022). It takes a village!: Customer value co-creation behavior in restaurant social media-based brand community. Journal of Hospitality & Tourism Research, 10963480221095721
  • Song, H., Wang, Y. C., Yang, H., & Ma, E. (2022). Robotic employees vs. human employees: Customers’ perceived authenticity at casual dining restaurants. International Journal of Hospitality Management, 106, 103301. https://doi.org/10.1016/j.ijhm.2022.103301
  • Song, H., Yang, H., & Sthapit, E. (2023). Robotic service quality, authenticity, and revisit intention to restaurants in China: Extending cognitive appraisal theory. International Journal of Contemporary Hospitality Management. https://www.emerald.com/insight/content/doi/10.1108/IJCHM-11-2022-1396/full/html
  • Static. (2022). Retrieved from https://static.www.tencent.com/uploads/2022/05/18/f403326038a641b20465a17eff3567ce.pdf
  • Strong, D. M., Volkoff, O., Johnson, S. A., Pelletier, L. R., Tulu, B., Bar-On, I., Trudel, J., & Garber, L. (2014). A theory of organization-EHR affordance actualization. Journal of the Association for Information Systems, 15(2), 53–85. https://doi.org/10.17705/1jais.00353
  • Torkzadeh, S., Zolfagharian, M., Yazdanparast, A., & Gremler, D. D. (2022). From customer readiness to customer retention: The mediating role of customer psychological and behavioral engagement. European Journal of Marketing, 56(2), 1799–1829. https://doi.org/10.1108/EJM-03-2021-0213
  • Volkoff, O., & Strong, D. M. (2013). Critical realism and affordances: Theorizing IT-associated organizational change processes. MIS Quarterly, 37(4), 819–834. https://doi.org/10.25300/MISQ/2013/37.3.07
  • Withagen, R., De Poel, H. J., Araújo, D., & Pepping, G. J. (2012). Affordances can invite behavior: Reconsidering the relationship between affordances and agency. New Ideas in Psychology, 30(2), 250–258. https://doi.org/10.1016/j.newideapsych.2011.12.003
  • Xu, X., Jia, Q., & Tayyab, S. M. U. (2023). The exploration of customization in augmented reality from the affordance lens: A three-stage hybrid approach. Technological Forecasting and Social Change, 194, 122729. https://doi.org/10.1016/j.techfore.2023.122729
  • Xu, H., Liu, Y., & Lyu, X. (2018). Customer value co-creation and new service evaluation: The moderating role of outcome quality. International Journal of Contemporary Hospitality Management, 30(4), 2020–2036. https://doi.org/10.1108/IJCHM-08-2016-0467
  • Yang, H., Song, H., Cheung, C., & Guan, J. (2022). Are prior smart hotel visiting experience and personal innovativeness critical to future visit intention? Journal of China Tourism Research, 1–24. https://doi.org/10.1080/19388160.2022.2064381
  • Yin, D., Li, M., & Qiu, H. (2023). Do customers exhibit engagement behaviors in AI environments? The role of psychological benefits and technology readiness. Tourism Management, 97, 104745. https://doi.org/10.1016/j.tourman.2023.104745
  • Yuen, K. F., Cai, L., Lim, Y. G., & Wang, X. (2022). Consumer acceptance of autonomous delivery robots for last-mile delivery: Technological and health perspectives. Frontiers in Psychology, 13, 953370. https://doi.org/10.3389/fpsyg.2022.953370
  • Yu, H., Liu, R., & Zheng, D. (2019). Interaction orientation based on value co-creation theory: Scale development and validation. Journal of Contemporary Marketing Science, 2(3), 298–322. https://doi.org/10.1108/JCMARS-08-2019-0027
  • Zhang, X., Balaji, M. S., & Jiang, Y. (2022). Robots at your service: Value facilitation and value co-creation in restaurants. International Journal of Contemporary Hospitality Management, 34(5), 2004–2025. https://doi.org/10.1108/IJCHM-10-2021-1262
  • Zheng, D., Luo, Q., & Ritchie, B. W. (2022). The role of trust in mitigating perceived threat, fear, and travel avoidance after a pandemic outbreak: A multigroup analysis. Journal of Travel Research, 61(3), 581–596. https://doi.org/10.1177/0047287521995562
  • Zhu, D. H. (2022). Effects of robot restaurants’ food quality, service quality and high-tech atmosphere perception on customers’ behavioral intentions. Journal of Hospitality & Tourism Technology, 13(4), 699–714. https://doi.org/10.1108/JHTT-01-2021-0022

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.