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Article
Publication date: 30 November 2022

Yi Li, Chongli Wang and Bo Song

This paper investigates the reasons for the differences in customers' acceptance of service robots (CASR) in actual experience and credence service settings for the…

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Abstract

Purpose

This paper investigates the reasons for the differences in customers' acceptance of service robots (CASR) in actual experience and credence service settings for the following two aspects: (1) different antecedents affecting CASR and (2) different customer perceptions of their own characteristics (role clarity and ability) and service robot characteristics (anthropomorphism and ability).

Design/methodology/approach

The data were collected using online surveys in an experience service setting (Hotel, N = 426) and a credence service setting (Hospital, N = 406). Differences in experience and credence service settings were examined using two statistical methods, namely, PLS-SEM to test the differences in antecedents affecting CASR and independent-samples t-tests to test the differences in customer perceptions of their own characteristics and service robot characteristics.

Findings

The results indicate that customers in an experience (vs credence) service setting have stronger positive attitudes toward and a greater intention to use service robots. Further, this paper finds there are two key reasons for the differences in CASR. The first is different antecedents. Perceived usefulness is positively influenced by the anthropomorphism of a service robot and customer ability in the experience service setting, but is influenced not in the credence service setting. Conversely, service robot autonomy positively relates to perceived ease of use in the credence service setting, but does not in the experience service setting. The second reason for CASR differences is different customer perceptions. Customers' ability and perceived ease of use are higher, while their perception of anthropomorphism of the service robot is lower in the experience (vs credence) service setting.

Originality/value

This study helps explain why there are differences in the CASR in different settings and presents two perspectives: (1) antecedents' affecting CASR and (2) customer perceptions of their own as well as service robot characteristics.

Details

Journal of Service Theory and Practice, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2055-6225

Keywords

Abstract

Details

Sport Business in Leading Economies
Type: Book
ISBN: 978-1-78743-564-3

Open Access
Article
Publication date: 3 June 2021

Xiaohua Zhao, Xuewei Li, Yufei Chen, Haijian Li and Yang Ding

Heavy fog results in low visibility, which increases the probability and severity of traffic crashes, and fog warning system is conducive to the reduction of crashes by…

Abstract

Purpose

Heavy fog results in low visibility, which increases the probability and severity of traffic crashes, and fog warning system is conducive to the reduction of crashes by conveying warning messages to drivers. This paper aims at exploring the effects of dynamic message sign (DMS) of fog warning system on driver performance.

Design/methodology/approach

First, a testing platform was established based on driving simulator and driver performance data under DMS were collected. The experiment route was consisted of three different zones (i.e. warning zone, transition zone and heavy fog zone), and mean speed, mean acceleration, mean jerk in the whole zone, ending speed in the warning zone and transition zone, maximum deceleration rate and mean speed reduction proportion in the transition zone and heavy fog zone were selected. Next, the one-way analysis of variance was applied to test the significant difference between the metrics. Besides, drivers’ subjective perception was also considered.

Findings

The results indicated that DMS is beneficial to reduce speed before drivers enter the heavy fog zone. Besides, when drivers enter a heavy fog zone, DMS can reduce the tension of drivers and make drivers operate more smoothly.

Originality/value

This paper provides a comprehensive approach for evaluating the effectiveness of the warning system in adverse conditions based on the driving simulation test platform. The method can be extended to the evaluation of vehicle-to-infrastructure technology in other special scenarios.

Details

Journal of Intelligent and Connected Vehicles, vol. 4 no. 2
Type: Research Article
ISSN: 2399-9802

Keywords

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