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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 explore the factors affecting customers’ attitudes to the adoption of robots in hotels and travel agencies.

Structural equation modelling was used to test the extended technology acceptance model based on data collected from 570 customers of hotels and travel agencies.

The findings revealed that hotel customers have more positive attitudes to service robots than their peers in travel agencies.

This research contributes to the literature on robots in tourism and responds to the call to investigate customers’ attitudes to the adoption of robots in developing countries.

探究消费者对旅游和酒店业采用机器人的态度

本研究旨在探索影响酒店旅游服务中使用机器人消费者态度的因素

基于570个酒店和旅行社消费者的数据, 运用结构方程来检测TAM延伸模型

研究结果显示酒店消费者比旅行社消费者对服务机器人有更加积极的态度

本研究对以发展中国家为研究背景, 关于消费者对服务机器人的态度的旅游文献做出了贡献