Meeting the needs of physically disabled tourists: use of service robots toward the hotel attachment
Journal of Hospitality and Tourism Technology
ISSN: 1757-9880
Article publication date: 9 July 2024
Issue publication date: 5 August 2024
Abstract
Purpose
This study aims to focus on tourists with physical disabilities and examine their perceptions of service robots in hotels and their influence on the overall experience, behavioral intentions and hotel attachment.
Design/methodology/approach
A survey was conducted via the Prolific platform to collect data from 409 respondents. The data was analyzed using partial least squares–based SEM.
Findings
The salient PLS-SEM findings show that perceived safety and functional benefits significantly affect a hotel's overall experience and intention to revisit. Perceived privacy did not relate to the hotel's overall experience and intention to revisit. Moreover, the hotel's overall experience significantly affects the intention to revisit, further influencing hotel attachment.
Research limitations/implications
This research only examines the perceptions of tourists with physical disabilities of hotel service robots. Findings are based on a survey, and thus, the results cannot be generalized.
Originality/value
Current research indicates the impact of the intention to revisit and hotel attachment. Moreover, this study investigates the mediating role of overall hotel experience in the association between perceived privacy, perceived safety and functional benefits regarding revisit intention.
研究目的
本研究关注身体残障游客, 并检查他们对酒店服务机器人的感知, 以及对整体体验、行为意图和酒店情感联系的影响。
研究方法
通过Prolific平台进行调查, 收集了409名受访者的数据。数据使用PLS-SEM进行分析。
研究发现
显著的PLS-SEM结果表明, 感知安全性和功能性收益显著影响酒店的整体体验和再次入住意愿。感知隐私与酒店的整体体验和再次入住意愿无关。此外, 酒店的整体体验显著影响再次入住意愿, 进而影响酒店情感联系。
研究局限性
本研究仅考察了身体残障游客对酒店服务机器人的感知。研究结果基于调查, 因此无法推广到整体。
研究创新
当前研究表明再次入住意愿和酒店情感联系的影响。此外, 本研究探讨了整体酒店体验在感知隐私、感知安全和功能性收益与再次入住意愿之间的关联中的中介作用。
Keywords
Acknowledgements
This research obtained the ethical approval from the Research Ethics Review Committee, Faculty of Tourism and Hotels, Alexandria University, Egypt; serial number AU01501R29/9/5/2024.
Declaration of conflicting interests: The author(s) declared no potential conflicts of interest regarding the achieved knowledge, authorship, and publication of this study.
Citation
Parvez, M.O., Hossain, M.S., Patwary, A.K., Elkhwesky, Z., Ur Rehman, S. and Ali, F. (2024), "Meeting the needs of physically disabled tourists: use of service robots toward the hotel attachment", Journal of Hospitality and Tourism Technology, Vol. 15 No. 4, pp. 574-591. https://doi.org/10.1108/JHTT-06-2023-0180
Publisher
:Emerald Publishing Limited
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