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This study aims to understand the theme park visitors’ perceived robotic qualities featured in four different robots, assess their robotic functions and consumers’ loyalty toward four different robotic server types.

A structured online survey of 399 respondents measured and compared consumer perceptions related to qualities and functions of robots in a theme park context and consumers’ behavioral intentions in four different robotic scenarios – anime, cartoon-like, human-like and animal-like robots in theme parks. Survey data were collected on an online platform and analyzed by SPSS.

The results showed some expected differences in robotic qualities among the different robot-type scenarios, but similar reactions overall. The findings also provided insight into the type of robots that consumers prefer and showed a little more preference toward human-like robotic servers.

The study was restricted to several robotic scenarios in North American theme parks. Future qualitative and quantitative studies should look in more detail at theme park visitors’ participation in the robotic service delivery process, the robots’ mobility and interactions with fellow visitors.

The findings can guide practitioners on robots’ looks, qualities and functionalities to consider for introducing to their patrons to create more interactive environments and experiences.

The study revealed some new knowledge about consumer expectations for robotic servers in theme parks. To the best of the authors’ knowledge, this is the first study that compares different robot types on their perceived appearance, qualities and functionality, or consumers’ behavioral tendencies in the context of theme parks.

本研究对 399 名受访者进行的结构化在线调查测量并比较了消费者对主题公园环境中机器人质量和功能的看法以及消费者的行为四种不同机器人场景中的意图——动漫、卡通、人类和主题公园中的动物机器人。调查数据由在线平台收集并通过 SPSS 进行分析。

该研究旨在了解主题公园游客感知到的四种不同机器人所具有的机器人品质, 评估它们的机器人功能, 以及消费者对四种不同机器人服务器类型的忠诚度。

结果显示, 不同机器人类型场景中机器人质量存在一些预期差异, 但总体反应相似。调查结果还提供了有关消费者偏好机器人类型的信息, 并显示出对类人机器人服务器的更多偏好。

该研究仅限于北美主题公园的几个机器人场景。未来的定性和定量研究应该更详细地研究主题公园游客参与机器人服务交付过程、机器人的移动性以及与其他游客的互动。

这些发现可以指导从业者机器人的外观、品质和功能, 以考虑将其介绍给他们的顾客, 以创造更多的互动环境和体验。

该研究揭示了一些关于消费者对主题公园机器人服务器期望的新知识。到目前为止, 还没有其他研究比较不同机器人类型的感知外观, 质量、功能或消费者在主题公园背景下的行为倾向。

The purpose of this study is to discuss how consumers accept advanced artificial intelligence (AI) robots in hospitality and tourism and provide a typology and conceptual framework to support future research on advanced robot applicability.

This research reviews current cases of AI use and technology acceptance model (TAM) studies and proposes a framework, interactive technology acceptance model (iTAM), to identify key determinants that stimulate consumer perceptions of advanced robot technology acceptance.

The main constructs and types of advanced robots were identified by reviewing TAM studies and AI robots that are currently used in the tourism and hospitality industry. This research found that as technologies tested in TAM studies have been improved by highly interactive systems, increased capability and a more user-friendly interface, examining perceived interactivity of technology has become more important for advanced robot acceptance models. The examples of advanced robot uses indicate that each machine learning application changes the robots’ task performance and interaction with consumers. Conducting experimental studies and measuring the interactivity of advanced robots are vital for future research.

To the authors’ knowledge, this is the first study on how consumers accept AI robots with machine learning applications in the tourism and hospitality industry. The iTAM framework provides fundamental constructs for future studies of what influences consumer acceptance of AI robots as innovative technology, and iTAM can be applied to empirical experiments and research to generate long-term strategies and specific tips to implement and manage various advanced robots.

旅游和酒店业机器人的机器学习：交互式技术接受模型（iTAM）–前沿研究

这项研究旨在讨论消费者如何在酒店和旅游业中接受先进的人工智能（AI）机器人, 并提供类型学和概念框架来支持有关先进机器人适用性的未来研究。

这项研究回顾了AI使用和技术接受模型（TAM）研究的当前案例, 并提出了一个框架, 即交互式技术接受模型（iTAM）, 以识别能够激发消费者对先进机器人技术接受程度的认知的关键因素。

通过回顾当前在旅游和酒店业中使用的TAM研究和AI机器人, 本文确定了高级机器人的主要结构和类型。研究发现, 由于TAM中的技术已通过高度互动的系统, 增强的功能以及更友好的用户界面进行了改进, 因此, 对于先进的机器人接受模型而言, 检查感知技术交互性已变得越来越重要。先进的机器人使用案例表明, 每个机器学习应用程序都会改变机器人的任务性能以及与消费者的互动。进行实验研究和测量高级机器人的交互性对于将来的研究来说是至关重要的方向。

这是关于消费者如何在旅游和酒店业中接受具有机器学习应用程序的AI机器人的首次研究。iTAM框架为将来的研究提供了基础结构, 以了解哪些因素会影响消费者对AI机器人作为创新技术的接受程度。iTAM亦可以用于实证实验和研究, 以提供实施和管理各种先进机器人的长期策略和具体技巧。

iTAM,机器学习,人工智能机器人, 技术接受, 感知交互性, 人工智能机器人的类型

纸张类型概念纸

概念性文章

El Machine Learning (Aprendizaje Automático) de robots en turismo y hotelería: Modelo de Aceptación de Tecnología Interactiva (iTAM): tecnología de punta

El objetivo de este estudio, es analizar la aceptación que tienen los robots avanzados de Inteligencia Artificial (IA) por parte de los consumidores de hoteles y turismo y proporcionar una tipología y un marco conceptual para apoyar la investigación futura sobre la aplicabilidad avanzada de estos robots.

Esta investigación, revisa los casos actuales de uso de IA y estudios del Modelo de Aceptación de Tecnología (TAM) y propone: el Modelo de Aceptación de Tecnología Interactiva (iTAM) para identificar los determinantes clave que estimulan las percepciones del consumidor sobre la aceptación avanzada de la tecnología de robots.

Los principales prototipos de robots avanzados se identificaron mediante la revisión de los estudios TAM y de IA sobre robots que se utilizan actualmente en la industria del turismo y la hostelería. Esta investigación, encontró que a medida que las tecnologías testadas en los estudios TAM, se han mejorado mediante la incorporación de sistemas altamente interactivos, aumentando la capacidad y mejorando la usabilidad de la interfaz; se ha vuelto más importante examinar la interactividad percibida de la tecnología para los modelos avanzados de aceptación de robots. Los ejemplos de usos avanzados de robots, indican que cada aplicación de aprendizaje automático varía el rendimiento de la tarea de los robots y la interacción con los consumidores. La realización de estudios experimentales y la medición de la interactividad de los robots avanzados son vitales para futuras investigaciones.

Este es el primer estudio sobre como los consumidores del sector turístico y hotelero aceptan los robots de IA basado en aplicaciones de machine learning (aprendizaje automático). El marco iTAM proporciona constructos fundamentales para futuros estudios sobre los factores que influyen en el consumidor a la hora de aceptar los robots de IA como tecnología innovadora. iTAM se podría aplicar a experimentos empíricos e investigaciones con el objetivo de generar estrategias a largo plazo y consejos específicos para implementar y administrar varios robots avanzados.

iTAM, Aprendizaje automático, Robot de inteligencia artificial, Aceptación de tecnología, Interactividad percibida, Tipo de robot IA

Tipo de papel Papel conceptual

This paper aims to provide a comprehensive review of research on robotics in travel, tourism and hospitality, and to identify research gaps and directions for future research.

This paper analyzes 131 publications published during 1993-2019, identified via Scopus, Web of Science, ResearchGate, Academia.edu and Google Scholar. It offers quantitative analysis of frequencies and cross-tables and qualitative thematic analysis of the publications within each of seven identified domains.

The paper identifies “Robot,” “Human,” “Robot manufacturer,” “Travel/tourism/hospitality company,” “Servicescape,” “External environment” and “Education, training and research” as the research domains. Most research studies are dedicated to robots in restaurants, airports, hotels and bars. Papers tend to apply engineering methods, but experiments and surveys grow in popularity. Asia-Pacific countries account for much of the empirical research.

The analysis was limited to publications indexed in four databases and one search engine. Only publications in English were considered. Growing opportunities for those who are anxious to publish in the field are identified. Importantly, emerging research is branching out from the engineering of robots to the possibilities for human/robot interactions and their use for service providers, opening up new avenues of research for tourism and hospitality scholars.

The paper identified a myriad of application areas for robots across various tourism and hospitality sectors. Service providers must critically think about how robots affect the servicescape and how it needs to be adjusted or re-imagined to ensure that robots and employees can augment the service experiences (co-)created within it.

This is the first study to systematically analyze research publications on robotics in travel, tourism and hospitality.

本论文全面评论了在旅游酒店业中的机器人技术的研究, 并指出文献缺口和未来研究方向。

本论文分析了在1993年至2019年发布在Scopus、Web of Science、ResearchGate、Academia.edu、和Google Scholar的131篇文献。本论文对文献做了一系列定量分析, 包括频率分析、交叉表、定性文本分析、在七大确立的领域中对每个领域的文献进行分析。

本论文确立了七个研究领域：机器人、人类、机器生产者、旅游酒店企业、Servicescape、外部环境、和教育培训和研究。大多数文献集中在对饭店、机场、酒店、和酒吧的机器人研究。文献往往采用工程手段进行研究, 但是实验和问卷方式正在呈增长趋势。亚太国家占据大多数实证研究作品。

本论文样本库局限于四个数据库和一个搜索引擎。只有英文文献被采样。本论文为对相关领域感兴趣的学者指出研究方向。重要的是, 本论文发现用工程角度研究机器人的文献有了分支, 有一小部分文献开始着手研究人/机器人交互和其在服务过程中的使用的研究, 这对旅游酒店学者提供新研究视角。

本论文指出了一系列有关旅游酒店领域中机器人的应用。服务商必须重视机器人如何影响Servicescape以及如何审视机器人与人的交互, 确保其与员工加强消费者的服务体验（价值共创）。

本论文是首篇系统评论旅游酒店领域中机器人研究文献的文章。

关键词：机器人、机器人经济、机器人设计、机器人使用、Servicescape、rService、人-机器人交互、研究议程

The purpose of this perspective paper is to investigate the role of robots in tourism’s contribution to the achievement of the Sustainable Development Goals (SDGs).

With a deep analysis of the 17 SDGs and their 169 targets, the authors provide an interpretation on both the positive and negative impacts of robots in tourism towards the achievement of the SDG.

For several SDGs, the positive impact of robots in tourism is evident, whereas for others, it can be debated as the adoption of robots can lead to both positive and negative impacts, mostly dependent on how robots will be used. In particular, robots can provide a decent work environment for tourism and hospitality (TH) employees (SDG 8) who perform dangerous tasks while decreasing the consumption of resources (SDGs 2, 6, 7, 12, 13) due to their contribution to a company’s effectiveness and efficiency. In the meantime, robots have some impacts on the environment, both in terms of the use of resources (their manufacturing relies on rare Earth materials and robots are energy demanding) and output, especially for the management of toxic waste (e.g. batteries).

The main limitation of this perspective paper is the lack of empirical measurement of the effects of robots in tourism on the achievement of the SDGs. However, it is a necessary exploration as a foundation for future research.

This perspective paper may be useful for robot manufacturers in identifying the positive and negative aspects of robots when designing sustainable robots (in terms of energy efficiency, management of the end-of-life of components, etc.) to conform to the expectations of the SDGs. It can be useful to TH companies when their managers evaluate whether to adopt robots in service operations or not.

This contribution discusses the social implications in adopting robots in TH, specifically in terms of new opportunities for employment and in the substitution of humans in dirty, dull and dangerous tasks. It helps policymakers adopt the best policies for fostering the use of robots in TH with an eye to the environmental and social ramifications of robots.

To the best of the authors’ knowledge, this perspective paper is one of the first studies to investigate the role that robots can play in achieving the SDGs by TH companies.

本文旨在研究机器人在旅游业对实现永续发展目标(SDGs)的贡献。

从 17 个 SDGs及其 169 个目标深入分析后, 本文从正反两面向解释机器人在旅游业中对实现SDGs的影响。

机器人总体对旅游是有正面影响的, 但对少数SDGs可能衍生负面影响。机器人可为执行高风险任务的员工(SDGs)提供安全的工作环境, 也能因其效率使公司减少资源消耗(SDGs 2、6、7、12、13)。但无论在资源使用(制造仰赖土料及能源)或废弃物 (例电池)的管理, 机器人对环境有一定的风险。

本文是少数研究机器人在旅游和酒店业实现SDGs所扮演的角色。

本文缺乏旅游机器人对实现SDGs的实证测量, 但本研究可为未来研究奠定基础。

据SDG设计机器人时, 本文从能源效率和组件报废等角度, 为制造商点出机器人的正反面影响。当经理需评估是否在服务中采用机器人时, 本文也可提供方向。

本文在促进旅游和酒店业使用机器人的同时, 也讨论它们的社会影响, 特别是提供就业机会, 及代替高风险工作的员工。

El propósito de este artículo de perspectiva es investigar el papel de los robots en la contribución del turismo al logro de los Objetivos de Desarrollo Sostenible (ODS).

Los autores aportan una interpretación sobre los impactos, tanto positivos como negativos de los robots en el turismo hacia el logro de los ODS sobre un profundo análisis de los 17 ODS y sus 169 metas.

Para varios ODS, el impacto positivo de los robots en el turismo es evidente, mientras que para otros puede debatirse, ya que la adopción de robots puede generar impactos tanto positivos como negativos, dependiendo principalmente de cómo se utilicen. En particular, los robots pueden proporcionar un entorno de trabajo digno para los empleados de turismo y hostelería (ODS 8) que realizan tareas peligrosas, al tiempo que reducen el consumo de recursos (ODS 2, 6, 7, 12, 13) debido a su contribución a la eficacia y eficiencia de una empresa turística. De igual forma, los robots tienen algunos impactos en el medio ambiente, tanto en términos de uso de recursos (su fabricación se basa en materiales de tierras raras y los robots demandan energía) como de producción, especialmente para la gestión de desechos tóxicos (p. ej., baterías).

Este artículo de perspectiva es uno de los primeros estudios que investigan el papel que pueden desempeñar los robots en el logro de los ODS por parte de las empresas de turismo y hostelería.

La principal limitación de este artículo de perspectiva es la falta de medición empírica de los efectos de los robots en el turismo en el logro de los ODS. Sin embargo, es una exploración necesaria como base para futuras investigaciones.

Este artículo de perspectiva puede ser útil para que los fabricantes de robots identifiquen los aspectos positivos y negativos al diseñar robots sostenibles (en términos de eficiencia energética, gestión del final de la vida útil de los componentes, etc.) y así cumplir con las expectativas de los ODS. Puede ser útil para las empresas de turismo y hostelería cuando sus gerentes evalúan, si adoptar o no robots en las operaciones de servicio

Esta contribución discute las implicaciones sociales en la adopción de robots en el turismo y la hostelería, específicamente en términos de nuevas oportunidades de empleo, y en la sustitución de humanos en tareas rutinarias, aburridas o peligrosas. Ayuda a los responsables políticos a adoptar mejores políticas para fomentar el uso de robots en el turismo y la hostelería teniendo en cuenta las ramificaciones ambientales y sociales de éstos.

The purpose of this study is to assess the possibility of introducing a restaurant-menu curation (RMC) chatbot service to help consumers quickly and effectively decide on their restaurant or menu choices. To this end, it measures the characteristics of consumer chatbot experiences and analyzes their impact on future acceptance intentions through their attitudes toward the RMC chatbot service.

This study consists of three parts: developing a RMC chatbot prototype, testing the chatbot prototype and a customer survey based on experience. A convenience sample method was used to collect data from 368 adults who tried the RMC chatbot service before answering a self-administered questionnaire. Partial least squares structural equation modeling (PLS-SEM) was used to test the proposed structural model.

The results showed that all experience characteristics, except usable facets, had a significant positive impact on attitudes toward the chatbot. Three experience characteristics, “usable,” “usefulness” and “valuable,” revealed a significant positive effect on utilization intention. Attitudes toward chatbot services also significantly affected utilization intention.

The results of this study can offer practical and academic implications for establishing curation services in the restaurant industry that can increase customer acceptance and utilization intentions. Follow-up studies are required to explore and verify the various personal and psychological factors related to the intention to accept RMC chatbot services.

This study is meaningful because it makes it possible to evaluate the introduction of curation chatbot services in the restaurant sector, by developing and testing the dining-out curation service protocol to help customers’ smart choices in the information technology environment.

本研究的目的是评估引入餐厅菜单管理 (RMC) 聊天机器人服务以帮助消费者快速有效地决定他们的餐厅或菜单选择的可能性。为此, 本研究衡量了消费者聊天机器人体验的特征, 并通过他们对餐厅菜单管理聊天机器人服务的态度来分析它们对未来接受意图的影响。

研究由三部分组成; 开发餐厅菜单管理聊天机器人原型, 测试聊天机器人原型, 并根据经验进行客户调查。使用便利样本方法收集 368 名成年人的数据, 这些成年人在回答问卷之前尝试了 RMC 聊天机器人服务。 PLS-SEM 被用于测试提出的结构模型。

结果表明, 除可用方面外, 所有体验特征都对聊天机器人的态度产生了显着的积极影响。 “可用性”、“有用”和“有价值”三个体验特征对使用意愿有显着的正向影响。对聊天机器人服务的态度也显着影响了使用意愿。

本研究的结果可以为在餐饮业建立策展服务提供实践和学术意义, 从而提高客户的接受度和使用意图。需要进行后续研究, 以探索和验证与接受 RMC 聊天机器人服务的意图相关的各种个人和心理因素。

这项研究的重大意义在于它可以通过开发和测试外出就餐策展服务协议来评估在餐厅行业引入策展聊天机器人服务, 以帮助客户在信息技术 (IT) 方面做出明智的选择环境。

The purpose of this paper is to investigate travellers’ behaviour and examine their reactions to high-tech hotels offering robotic services to customers.

Data were gathered from user-generated content within the context of a qualitative research method by analysing the online narratives of travellers at TripAdvisor who visited robotic hotels. Data analysis was realised through content analysis, which revealed various themes and categories of traveller behaviour and reactions to technology.

Results show that robotic services significantly improve the quality of service offered to travellers, while positively affecting travellers’ intention to revisit robotic hotels within the context of customer engagement behaviours.

The results of the present research reveal that the introduction of new technologies in the service industry, such as the robotic butler, can have considerable effects on guest behaviour and attitudes. This field has emerged as a new sub-dimension of customer engagement.

The use of robots will most likely enhance experiences through interaction between customers and robots. Additionally, in cases where social distancing is required, the use of robots in the hospitality and tourism industry may increase the mobility of people wishing to travel by applying social distancing through use of robots in services.

The study contributes to the extant literature by identifying the concept of adoption as a sub-dimension deriving from human–robot interaction, thus generating the novelty of the research.

本论文旨在研究游客行为以及检验其对高科技酒店提供机器人服务给客人的反应。

本论文采用定性分析手段, 采集样本为TripAdvisor游客光顾机器人酒店的在线叙述文本, 即用户生成内容（UGC）。本论文采用文本分析法, 以确定多种游客行为和对科技的反应等多个主题和范畴。

研究结果表明, 机器人服务大大提高游客服务质量, 同时也积极影响游客再光顾机器人酒店的意向, 在顾客参与行为（CEBs）的研究背景下。

本论文研究结果表明, 服务产业的新科技引用, 比如机器人服务员, 能够对顾客行为和态度产生显著的影响。这一研究领域作为顾客参与（CE）的新维度正在兴起。

新技术的引用将提高顾客的服务质量, 从而促成顾客的价值共创。此外, 还可以帮助消除游客对受到健康相关危机影响的担忧; 从业人员应该考虑在其公司、企业、或者机构中采用机器人服务。

机器人的使用将很有可能通过机器人与顾客的交互而提高顾客体验。此外, 在被要求社交隔离的情况下, 在酒店和旅游业中使用机器人将增加人们旅游的流动性。

本论文补充了现有文献, 确立了机器人接纳作为人机交互的第二维度, 从而证实了本文的新颖性。

This study aims to investigate the consumer acceptance of robots in hotels before and after COVID-19, with a specific emphasis on whether COVID-19 had a significant effect on the acceptance of robots by hotel guests and whether guests had higher levels of acceptance of hotel robots since the initial COVID-19 outbreak was brought under control in China.

The sample for this research included Chinese hotel guests before and after COVID-19, with 247 responses obtained before its outbreak and a further 601 responses gathered after. Several hypotheses were developed and tested in a pseudo-experimental design.

The results showed that COVID-19 increased hotel guest acceptance of robots. After COVID-19, the perceived importance of the usefulness, social influence, attitude and value of robots increased, while the perceived importance of the ease of use and anthropomorphism of robots decreased. As a contactless service, the usefulness of robots was more valued by customers. This led customers to lower their requirements for the ease of use of robots. In addition, people were more concerned about the social influences on robot use.

Hotel guest attitudes and behavioral intentions toward robots and the services they can provide are changing. However, whether this change is purely ephemeral and motivated by a pragmatic stance triggered by COVID-19 remains to be established.

The hospitality industry is encouraged to create a new profile of guests in terms of their favorable or unfavorable disposition toward being served by robots. Hotels should consider the deployment of robots according to the demographic characteristics of customers (e.g. according to guest age levels).

This research demonstrated that major crises affect customer attitudes and behaviors toward new technologies. COVID-19 resulted in guests paying more attention to the advantages of services offered by hotel robots as a means of reducing the probability of contagion.

疫情前后酒店机器人非接触式服务的技术接受度对比研究

摘要

本研究调查了新冠疫情爆发前后酒店顾客对机器人接受程度的变化, 重点研究了新冠疫情是否对机器人的潜在接受程度有显著影响, 以及自疫情在中国得到控制以来, 顾客对酒店机器人的接受程度是否有所提高。

本研究的样本主要是新冠疫情爆发前后的中国酒店顾客, 在疫情爆发前收集了217份样本, 在疫情爆发后收集了601份样本。研究提出了若干假设, 并采用伪实验设计进行了检验。

结果显示, 新冠疫情的爆发提高了酒店顾客对机器人的潜在接受度。新冠疫情后, 机器人的有用性, 社会影响, 态度和价值的影响增加了, 而机器人的易用性和拟人化的影响降低了。由于机器人的无接触服务, 使得顾客更加关注有用性。这导致顾客对易用性的关注降低。此外, 顾客更加关注使用机器人的社会影响。

酒店顾客对机器人服务的态度和行为意图正在发生变化。然而, 这一变化是否是短暂的, 只是由新冠疫情驱动的, 仍有待确定。

我们鼓励酒店业根据客人对机器人的接受/不接受程度来创建一个新的客户档案。酒店也可以根据顾客的人口统计学特征（比如年龄）来部署机器人。

这项研究表明, 重大灾难会影响顾客对新技术的态度和行为。 COVID-19的爆发导致客人更加关注酒店机器人的服务优势（降低传染概率）。

Aceptación de la tecnología antes y después de la pandemia del COVID-19: Servicios ofrecidos por robots en hoteles

Resumen

Esta investigación analiza la aceptación por parte de clientes del uso de robots en hoteles antes y después del comienzo de la pandemia del COVID-19, prestando una atención especial a si dicha pandemia ha tenido un efecto significativo sobre los niveles de aceptación de robots por parte de clientes en hoteles en China a raíz de la pandemia del COVID-19.

La muestra de este estudio incluye clientes de hoteles en China encuestados antes y después del brote de COVID-19, con 247 cuestionarios recogidos antes del brote y otros 601 después del mismo. Este estudio incluye una serie de hipótesis puestas a prueba adoptando un diseño de investigación de carácter pseudo-experimental.

Los resultados de este estudio apuntan a que el brote de COVID en China conllevó un incremento en la proporción de los clientes de hoteles propensos a aceptar el uso de robots en este contexto. Después de la pandemia, hubo un incremento en la percepción de la importancia de su utilidad, influencia social, actitud y valor de los robots en este contexto, mientras que descendió la percepción de la importancia de la facilidad del use de robots y antropomorfismo descendió. Como servicio sin necesidad de contacto físico, la utilidad de los robots en hoteles fue más valorada por los clientes Esto produjo una disminución en los requisitos de los usuarios en lo referente a la facilidad del uso de robots en hoteles. Además, los participantes en esta encuesta se mostraron más propensos a valorar la influencia sobre la sociedad del uso de robots.

La actitud de clientes de hoteles y su aceptación del uso de robots en este contexto, así como los servicios que éstos proveen están cambiando rápidamente. No obstante, aún no se sabe con certeza hasta que punto estos cambios son meramente efímeros y motivados por una actitud pragmática hacia la crisis creada por la pandemia del COVID-19.

El sector de la hostelería debería intentar desarrollar un perfil de clientes nuevo en lo referente a su grado de aceptación de los robots como parte de los servicios ofrecidos. Los hoteles deberían considerar el uso de robots en los servicios ofrecidos dependiendo de las características demográficas de sus clientes (ejem. Nivel de estudios y formación).

Este estudio demuestra que las crisis de gran magnitud, como lo es la pandemia actual de COVID-19, pueden afectar las actitudes y comportamientos del consumidor en lo referente al uso de nuevas tecnologías. La pandemia del COVID-19 ha llevado a muchos clientes de hoteles a prestar una mayor atención a las ventajas de los servicios ofrecidos por robots como forma de reducir las posibilidades de contagio.

This study aims to extend the technology acceptance model (TAM) to examine whether the introduction of robots influences employees’ behavioral intentions to use robots and awareness of robots to promote human–robot collaboration (HRC). Besides, the role of strategic human resource management (HRM) involvement as a moderator in the perception of robots as a team member was investigated.

Data were collected from 500 respondents via the Amazon Mechanical Turk platform. After data cleaning, 329 valid responses were analyzed. Partial least squares structural equation modeling was applied using Smart PLS Ver. 3.0 to test the study’s measurement and proposed research model.

The study results show that robots’ perceived usefulness and ease of use positively influence employees’ behavioral intentions to use robots. In addition, the advantages and disadvantages of robots have a positive impact on robot awareness. Employees’ behavioral intentions and awareness contribute positively to HRC. On the other hand, the moderating role of strategic human resources (HR’s) involvement in the relationships was insignificant.

This study provides an exclusively applied understanding of robot presence and embodiment relevant to real-world HRC. In the travel, tourism and hospitality (TTH) industry, employees’ intention to use robots and robot awareness are significant factors. However, HRM involvement without the acceptance of robots could not enhance HRC.

Based on the literature review, to the best of the authors’ knowledge, this study is one of the first on this topic and extends TAM with new antecedents related to robot use, robot awareness and HRC in the TTH industry. In addition, this model attempts to determine the factors that favor HRC in the industry. This study also assessed the moderating role of strategic HR’s involvement in the behavioral intention of robot use, robot awareness and HRC.

由于高科技领域的快速扩张, 机器人成为旅行、旅游和酒店业的传统。因此, 本文旨在研究是否机器人的采用会影响员工的离职意愿和人机协作和人力资源管理在激励员工与机器人团队合作方面的作用。

本研究采用定量方法。总共 500本研究的数据是通过 MTurk 平台收集, 但其中, （n = 329）是最终确定样本量, 并应用基于偏最小二乘的结构方程模型（PLS-SEM）使用 Smart PLS Ver. 3 检验研究的测量和关系模型

该研究的结果确定了机器人的有用性和易用性人机协作对员工行为意向的积极影响, 除此之外, 机器人的优势和劣势尽管对意识产生积极影响, 但员工的意识不影响人机协作。以及 HRM 战略参与的角色对员工意愿的影响并不充分且积极。

这项研究对员工的机器人的使用意图和人力资源管理在机器人采用和激励决策中的员工进行协作提供了应用性的理解。意识是对员工离职的一项动态担忧; 因此, 人力资源管理应该确保采用机器人对员工有帮助

这是第一项有条不紊地研究人力资源管理在旅行、旅游和酒店研究中的人机协作。这项研究对员工重要性以及先进的旅游技术进行了传播。

This study aims to investigate Generation Z’s perception of and experience with restaurant service robots.

Established on the servicescape theoretical framework and following Zaltman Metaphoric Elicitation Technique, 34 in-depth interviews were conducted with Generation Z consumers.

The results showed that Generation Z consumers had a generally positive attitude toward the usage of service robots in restaurants. Research participants also indicated aspects that can be improved: the service robot’s appearance design and functionality, and the human service facilitating the robotic service process.

This paper provides a holistic understanding of the Generation Z’s mind maps about robot service restaurants presenting practical suggestions for restaurants.

This research offers an in-depth understanding of how the young consumption power perceives and expects the innovative service robots employed in restaurants. The research findings provide industry practitioners with timely guidelines to improve the usage of robotic services in restaurants to satisfy the emerging consumer group of Generation Z.

The current research contributes to the servicescape literature by extending this long-standing theory to the emerging robotic service contexts for updating discoveries. Particularly, the study focuses on the young consumers of Generation Z, shedding lights on the generational cohort research.

本研究调查了 Z 世代对餐厅服务机器人的看法和体验。

建立在服务场景理论框架之上, 并遵循 Zaltman 隐喻启发技术, 对 Z 世代消费者进行了 34 次深入访谈。

结果表明, Z 世代消费者对在餐厅使用服务机器人持普遍积极态度。 研究参与者还指出了可以改进的方面：服务机器人的外观设计和功能, 以及促进机器人服务过程的人工服务。

这项研究深入了解了年轻的消费力量如何看待和期望在餐厅使用的创新服务机器人。 研究结果为行业从业者提供了及时的指导方针, 以改善机器人服务在餐厅的使用, 以满足 Z 世代的新兴消费群体。

当前的研究通过将这一长期存在的理论扩展到新兴的机器人服务环境以更新发现, 从而为服务景观文献做出贡献。 特别是, 该研究侧重于 Z 世代的年轻消费者, 阐明了世代队列研究。

Drawing on anthropomorphism and the stereotype content model, this study aims to explore the impacts of robot anthropomorphism on hotel guests’ word of mouth and continuous usage intention through perceived warmth and competence. This study also investigates the moderating effects of guests’ expertise.

A total of 524 valid data was collected with Chinese hotel guest through an online survey. Data were analyzed by using structural equation modeling.

The results indicate that robot anthropomorphism positively affects perceived warmth and competence. Perceived warmth positively affects guests’ word of mouth and continuous usage intention, while perceived competence only positively influences guests’ continuous usage intention. The findings further show that guest expertise weakens the positive relationship between robot anthropomorphism and perceived warmth and competence.

This study advances robot service literature by integrating the stereotype content model with robot anthropomorphism in exploring hotel guests’ perceptions on service robots. This study also discovers the vital boundary role of guest characteristics in human–robot interaction. This study provides valuable information for hoteliers to design and adopt better robots for optimal guest experiences.

基于拟人化和刻板印象内容模型, 本研究探讨了机器人拟人化通过感知温暖和感知能力对酒店客人的口碑和持续使用意向的影响。此外, 本研究也探讨了客人专业知识的调节作用。

通过在线调查问卷, 我们共收集了来自中国酒店客人的524份有效数据, 并采用结构方程模型对这些数据进行了分析。

研究结果表明, 机器人拟人化积极影响感知温暖和感知能力。感知温暖会对客人的口碑和持续使用意向产生积极影响, 而感知能力只对客人的持续使用意向产生积极影响。研究结果进一步表明, 客人的专业知识会削弱机器人拟人化与感知温暖和能力之间的积极关系。

为了探索酒店客人对服务机器人的感知（状况/情况）, 本研究将机器人拟人化因素整合到刻板印象内容模型中, 其结果推动了机器人服务研究的发展。本研究还发现了客人特征在人机互动中的重要边界作用。本研究为酒店经营者设计和采用更好的机器人以获得最佳的客人体验提供了有价值的参考。

Se recopiló datos válidos de un total de 524 clientes de hoteles chinos mediante una encuesta en línea. Los datos fueron analizados mediante un modelo de ecuaciones estructurales.

Basándose en el antropomorfismo y en el modelo de contenido estereotipado, este estudio explora el impacto del antropomorfismo de los robots en el boca a boca de los clientes del hotel y en la intención de uso continuado a través de la calidez y la competencia percibidas. El estudio investiga también los efectos moderadores de la experiencia de los huéspedes.

Los resultados indican que el antropomorfismo del robot afecta positivamente a la calidez y a la competencia percibidas. La calidez percibida influye positivamente en el boca a boca y en la intención de uso continuado de los huéspedes, mientras que la competencia percibida sólo influye positivamente en la intención de uso continuado de los huéspedes. Los resultados muestran, además, que la experiencia del cliente debilita la relación positiva entre el antropomorfismo del robot y la percepción de calidez y de competencia.

Este estudio supone un avance en la literatura sobre robots de servicio al integrar el modelo de contenido estereotipado con el antropomorfismo de los robots, en la exploración de las percepciones de los huéspedes de hoteles sobre los robots de servicio. Este estudio también muestra el papel vital que desempeñan las características de los huéspedes en la interacción humano-robot. El estudio proporciona información valiosa para que los hoteleros diseñen y adopten mejores robots para ofrecer experiencias óptimas a los huéspedes.