Rise of the machines: examining the influence of professional service robots attributes on consumers’ experience
Journal of Hospitality and Tourism Technology
Article publication date: 22 June 2021
Issue publication date: 1 December 2021
This study aims to explore the antecedents of perceived value and the moderating effect of trust and the relationship between these antecedents and perceived value in the context of the service sector.
The multivariate statistical analysis technique of structural equation modeling was used to test the proposed theoretical model.
The results indicate that self-efficacy, motivation, social influence, facilitating conditions and emotions have a significant and direct relationship with customers’ perceived value and that trust can enhance the effect of these antecedents on perceived value. These findings have several significant implications for service robot implementation within the service sector.
With the advancement in artificial intelligence and sensor technology, various industries have launched the practice of deploying intelligent robots to build competitive advantages. The use of intelligent robots to assist with the customer service process and improve consumers’ experience within the service sector is becoming more commonplace.
研究结果表明, 自我效能、动机、社会影响、辅助条件、以及情感对消费者感知价值有直接且显著的影响, 此外, 信任对于其影响因子对感知价值的关系有增强作用。本论文研究结果对服务型机器人在服务业中的应用有着很大的启示。
This research was supported by the National Natural Science Foundation of China (Grant Numbers: 42071191, 72032004), the Joint Research Fund for Overseas Chinese, Hong Kong and Macao Young Scientists of the National Natural Science Foundation of China (Grant No: 41829101), and the Guangdong Planning Office of Philosophy and Social Science (Grant number GD19CGL31).
Contribution: Each author contributes equally.
Wang, Y., Cai, X., Xu, C. and Li, J.(J). (2021), "Rise of the machines: examining the influence of professional service robots attributes on consumers’ experience", Journal of Hospitality and Tourism Technology, Vol. 12 No. 4, pp. 609-623. https://doi.org/10.1108/JHTT-10-2020-0262
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