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Explore how the degree of humanization affects user misconduct, and provide effective misconduct prevention measures for the wide application of artificial intelligence in the future.

Based on the “Uncanny Valley theory”, three experiments were conducted to explore the relationship between the degree of humanization of service machines and user misbehavior, and to analyze the mediating role of cognitive resistance and the moderating role of social class.

There is a U-shaped relationship between the degree of humanization of service machines and user misbehavior; Social class not only regulates the main effect of anthropomorphism on misbehavior, but also regulates the intermediary effect of anthropomorphism on cognitive resistance, thus affecting misbehavior.

The design of the service robot can be from the user’s point of view, combined with the user’s social class, match different user types, and provide the same preferences as the user’s humanoid service robot.

This study is an important reference value for enterprises and governments to provide intelligent services in public places. It can prevent the robot from being vandalized and also provide users with a comfortable human-computer interaction experience, expanding the positive effects of providing smart services by government and enterprises.

This study avoids and reduces users' misbehavior towards intelligent service robots, improves users' satisfaction in using service robots, and avoids service robots being damaged, resulting in waste of government, enterprise and social resources.

From the perspective of product factors to identify the inducing factors of improper behavior, from the perspective of social class of users to analyze the moderating effect of humanization degree and user improper behavior.

This study aims to propose a research model integrating technology acceptance model 3 (TAM3) constructs and human aspects of humanoid service robots (HSRs), measured by the Godspeed questionnaire series and tested across two hotel properties in Japan and the USA.

Potential participants were approached randomly by email invitation. A final sample size of 395 across two hotels, one in Japan and the other in the USA, was obtained, and the data were analysed using structural equation modelling.

The results confirm that perceived usefulness, driven by subjective norms and output quality, and perceived ease of use, driven by perceived enjoyment and absence of anxiety, are the immediate direct determinants of users’ re-patronage intentions for HSRs. Results also showed that users prefer anthropomorphism, perceived intelligence and the safety of an HSR for reusing it.

The findings have practical implications for the hospitality industry, suggesting multiple attributes of an HSRs that managers need to consider before deploying them in their properties.

The current study proposes an integrated model determining factors that affect the re-patronage of HSRs in hotels.

Within the scope of the research, articles about service robots were examined by the systematic review method.

The research aims to evaluate the articles on service robots, an artificial intelligence (AI) application in restaurant businesses, using a systematic review method. In systematic reviews, the data obtained as a result of scanning databases to find an answer to a research question are synthesized and reported. The criterion sampling technique, one of the purposeful sampling methods, was used for the sample of the research. Inclusion and exclusion criteria were applied within the scope of screening.

The articles on service robots were carried out between 2018 and 2023. In terms of research methods, most of the articles are quantitative, while there are studies on mixed and qualitative methods. In studies, data were generally collected by survey technique. The keywords of the studies on service robots are examined; the most commonly used words were service robot and AI, technology, restaurant, satisfaction, revisit intention, consumer behavior, intention, preference, hospitality and foods. The objectives of the articles pertinent to service robots are mostly to determine people's attitudes and acceptance toward these services focuses.

The studies seem to focus more on customer acceptance, trust, expectations, risks, adaptation, reasons for preference, impact on creative services, emotional and cognitive effects and human–robot interaction. Despite this, it is observed that there are fewer studies on topics such as the development of service robots in restaurant businesses, their reflections on the future, future opportunities and the quality of chef service robots. Based on this, it is recommended to consider studies that will serve as a reference for revealing innovative opportunities that can meet future expectations in order to increase the quality of service robots in restaurant businesses.

Drawing on the cognitive–affective–conative framework, this study aims to develop a model of service robot acceptance in the hospitality sector by incorporating both cognitive evaluations and affective responses.

A mixed-method approach combining qualitative and quantitative methods was used to develop measurement and test research hypotheses.

The results show that five cognitive evaluations (i.e. cuteness, coolness, courtesy, utility and autonomy) significantly influence consumers’ positive affect, leading to customer acceptance intention. Four cognitive evaluations (cuteness, interactivity, courtesy and utility) significantly influence consumers’ negative affect, which in turn positively affects consumer acceptance intention.

This study provides significant implications for the design and implementation of service robots in the hospitality and tourism sector.

Different from traditional technology acceptance models, this study proposed a model based on the hierarchical relationships of cognition, affect and conation to enhance knowledge about human–robot interactions.

An AI concierge is a technologically advanced, intelligent and personalized assistant that is designated to an individual customer, proactively taking care of that customer’s needs throughout the service journey. This article envisions the idea of AI concierges and discusses how to leverage AI concierges in the customer journey.

This article takes a conceptual approach and draws insights from literature in service management, marketing, psychology, human-computer interaction and ethics.

This article delineates the fundamental forms of AI concierges: dialog interface (no embodiment), virtual avatar (embodiment in the virtual world), holographic projection (projection in the physical world) and tangible service robot (embodiment in the physical world). Key attributes of AI concierges are the ability to exhibit semantic understanding of auditory and visual inputs, maintain an emotional connection with the customer, demonstrate proactivity in refining the customer’s experience and ensure omnipresence through continuous availability in various forms to attend to service throughout the customer journey. Furthermore, the article explores the multifaceted roles that AI concierges can play across the pre-encounter, encounter and post-encounter stages of the customer journey and explores the opportunities and challenges associated with AI concierges.

This paper provides insights for professionals in hospitality, retail, travel, and healthcare on leveraging AI concierges to enhance the customer experience. By broadening AI concierge services, organizations can deliver personalized assistance and refined services across the entire customer journey.

This article is the first to introduce the concept of the AI concierge. It offers a novel perspective by defining AI concierges’ fundamental forms, key attributes and exploring their diverse roles in the customer journey. Additionally, it lays out a research agenda aimed at further advancing this domain.

The study investigates the consumer’s attitude to using artificial intelligence (AI) devices in hospitality service settings considering social influence, hedonic motivation, anthropomorphism, effort expectancy, performance expectancy and emotions.

This study employed a quantitative methodology to collect data from Bangladeshi consumers who utilized AI-enabled technologies in the hospitality sector. A total of 343 data were collected using a purposive sampling method. The SmartPLS 4.0 software was used to determine the constructs' internal consistency, reliability and validity. This study also applied the partial least squares structural equation modeling (PLS-SEM) to test the research model and hypotheses.

The finding shows that consumer attitude toward AI is influenced by social influence, hedonic motivation, anthropomorphism, performance and effort expectancy and emotions. Specifically, hedonic motivation, social influence and anthropomorphism affect performance and effort expectations, affecting consumer emotion. Moreover, emotions ultimately influenced the perceptions of hotel customers' willingness to use AI devices.

This study provides a practical understanding of issues when adopting more stringent AI-enabled devices in the hospitality sector. Managers, practitioners and decision-makers will get helpful information discussed in this article.

This study investigates the perceptions of guests' attitudes toward the use of AI devices in hospitality services. This study emphasizes the cultural context of the hospitality industry in Bangladesh, but its findings may be reflected in other areas and regions.

To influence consumer pre-purchase decision-making processes, such as brand selection and perceived brand experience, brands are interested in adopting hyperconnected technological stimuli, such as artificial intelligence, augmented reality (AR), virtual reality, social media and tech devices. However, the understanding of different hyperconnected touchpoints remained shallow and results mixed in previous literature, despite the fact that these touchpoints span different technological interfaces/devices and may influence consumer brand selection. This paper aims to solidify the conceptual underpinnings of the role of online hyperconnected stimuli, which may influence consumer psychological reactions in terms of brand selection and experience.

This paper is conceptual and presents a discussion based on extant literature from various international publishers.

The authors revealed different technological stimuli in the online hyperconnected environment that may influence consumer online hyperconnected brand selection (OHBS), perceived online hyperconnected brand experience (OHBE), perceived well-being and behavioral intention.

The conceptual understanding of OHBS and perceived OHBE was mixed and inconsistent in previous studies. This paper brings together extant literature to establish the conceptual understanding of antecedents and outcomes of OHBS, i.e. perceived OHBE, perceived well-being and behavioral intention, and presents a cohesive conceptual framework.

This study aims to conceptualize the characteristics of artificial intelligence (AI) dogs while exploring their applications in tourism and hospitality settings.

The total of 30 in-depth interviews were conducted, and data were analyzed through thematic analysis.

This study proposed differences between AI dogs and real dogs and human-like robots, core characteristics of AI dogs’ functions, a matrix of appearance and expectation regarding intelligence for AI dogs and human-like robots, the relationship between ethical barriers and task complexity, adoptions of AI dogs in different user segments and practical applications in hospitality and tourism settings, such as restaurants, city tour guides, extended-stay resorts and event organizations.

This research advances the field of tourism and hospitality studies by introducing the new concept of AI dogs and their practical applications. This present study adds new insights into the opportunities and contexts of human–robot interaction in the field of tourism and hospitality.

To the best of the authors’ knowledge, this research is one of the first studies of AI dogs in tourism and hospitality.

To provide high torques needed to move a robot’s links, electric actuators are followed by a transmission system with a high transmission rate. For instance, gear ratios of 100:1 are often used in the joints of a robotic manipulator. This results into an actuator with large mechanical impedance (also known as nonback-drivable actuator). This in turn generates high contact forces when collision of the robotic mechanism occur and can cause humans’ injury. Another disadvantage of electric actuators is that they can exhibit overheating when constant torques have to be provided. Comparing to electric actuators, pneumatic actuators have promising properties for robotic applications, due to their low weight, simple mechanical design, low cost and good power-to-weight ratio. Electropneumatically actuated robots usually have better friction properties. Moreover, because of low mechanical impedance, pneumatic robots can provide moderate interaction forces which is important for robotic surgery and rehabilitation tasks. Pneumatic actuators are also well suited for exoskeleton robots. Actuation in exoskeletons should have a fast and accurate response. While electric motors come against high mechanical impedance and the risk of causing injuries, pneumatic actuators exhibit forces and torques which stay within moderate variation ranges. Besides, unlike direct current electric motors, pneumatic actuators have an improved weight-to-power ratio and avoid overheating problems.

The aim of this paper is to analyze a nonlinear optimal control method for electropneumatically actuated robots. A two-link robotic exoskeleton with electropneumatic actuators is considered as a case study. The associated nonlinear and multivariable state-space model is formulated and its differential flatness properties are proven. The dynamic model of the electropneumatic robot is linearized at each sampling instance with the use of first-order Taylor series expansion and through the computation of the associated Jacobian matrices. Within each sampling period, the time-varying linearization point is defined by the present value of the robot’s state vector and by the last sampled value of the control inputs vector. An H-infinity controller is designed for the linearized model of the robot aiming at solving the related optimal control problem under model uncertainties and external perturbations. An algebraic Riccati equation is solved at each time-step of the control method to obtain the stabilizing feedback gains of the H-infinity controller. Through Lyapunov stability analysis, it is proven that the robot’s control scheme satisfies the H-infinity tracking performance conditions which indicate the robustness properties of the control method. Moreover, global asymptotic stability is proven for the control loop. The method achieves fast convergence of the robot’s state variables to the associated reference trajectories, and despite strong nonlinearities in the robot’s dynamics, it keeps moderate the variations of the control inputs.

In this paper, a novel solution has been proposed for the nonlinear optimal control problem of robotic exoskeletons with electropneumatic actuators. As a case study, the dynamic model of a two-link lower-limb robotic exoskeleton with electropneumatic actuators has been considered. The dynamic model of this robotic system undergoes first approximate linearization at each iteration of the control algorithm around a temporary operating point. Within each sampling period, this linearization point is defined by the present value of the robot’s state vector and by the last sampled value of the control inputs vector. The linearization process relies on first-order Taylor series expansion and on the computation of the associated Jacobian matrices. The modeling error which is due to the truncation of higher-order terms from the Taylor series is considered to be a perturbation which is asymptotically compensated by the robustness of the control algorithm. To stabilize the dynamics of the electropneumatically actuated robot and to achieve precise tracking of reference setpoints, an H-infinity (optimal) feedback controller is designed. Actually, the proposed H-infinity controller for the model of the two-link electropneumatically actuated exoskeleton achieves the solution of the associated optimal control problem under model uncertainty and external disturbances. This controller implements a min-max differential game taking place between: (i) the control inputs which try to minimize a cost function which comprises a quadratic term of the state vector’s tracking error and (ii) the model uncertainty and perturbation inputs which try to maximize this cost function. To select the stabilizing feedback gains of this H-infinity controller, an algebraic Riccati equation is being repetitively solved at each time-step of the control method. The global stability properties of the H-infinity control scheme are proven through Lyapunov analysis.

Pneumatic actuators are characterized by high nonlinearities which are due to air compressibility, thermodynamics and valves behavior and thus pneumatic robots require elaborated nonlinear control schemes to ensure their fast and precise positioning. Among the control methods which have been applied to pneumatic robots, one can distinguish differential geometric approaches (Lie algebra-based control, differential flatness theory-based control, nonlinear model predictive control [NMPC], sliding-mode control, backstepping control and multiple models-based fuzzy control). Treating nonlinearities and fault tolerance issues in the control problem of robotic manipulators with electropneumatic actuators has been a nontrivial task.

The novelty of the proposed control method is outlined as follows: preceding results on the use of H-infinity control to nonlinear dynamical systems were limited to the case of affine-in-the-input systems with drift-only dynamics. These results considered that the control inputs gain matrix is not dependent on the values of the system’s state vector. Moreover, in these approaches the linearization was performed around points of the desirable trajectory, whereas in the present paper’s control method the linearization points are related with the value of the state vector at each sampling instance as well as with the last sampled value of the control inputs vector. The Riccati equation which has been proposed for computing the feedback gains of the controller is novel, so is the presented global stability proof through Lyapunov analysis. This paper’s scientific contribution is summarized as follows: (i) the presented nonlinear optimal control method has improved or equally satisfactory performance when compared against other nonlinear control schemes that one can consider for the dynamic model of robots with electropneumatic actuators (such as Lie algebra-based control, differential flatness theory-based control, nonlinear model-based predictive control, sliding-mode control and backstepping control), (ii) it achieves fast and accurate tracking of all reference setpoints, (iii) despite strong nonlinearities in the dynamic model of the robot, it keeps moderate the variations of the control inputs and (iv) unlike the aforementioned alternative control approaches, this paper’s method is the only one that achieves solution of the optimal control problem for electropneumatic robots.

The use of electropneumatic actuation in robots exhibits certain advantages. These can be the improved weight-to-power ratio, the lower mechanical impedance and the avoidance of overheating. At the same time, precise positioning and accurate execution of tasks by electropneumatic robots requires the application of elaborated nonlinear control methods. In this paper, a new nonlinear optimal control method has been developed for electropneumatically actuated robots and has been specifically applied to the dynamic model of a two-link robotic exoskeleton. The benefit from using this paper’s results in industrial and biomedical applications is apparent.

A comparison of the proposed nonlinear optimal (H-infinity) control method against other linear and nonlinear control schemes for electropneumatically actuated robots shows the following: (1) Unlike global linearization-based control approaches, such as Lie algebra-based control and differential flatness theory-based control, the optimal control approach does not rely on complicated transformations (diffeomorphisms) of the system’s state variables. Besides, the computed control inputs are applied directly on the initial nonlinear model of the electropneumatic robot and not on its linearized equivalent. The inverse transformations which are met in global linearization-based control are avoided and consequently one does not come against the related singularity problems. (2) Unlike model predictive control (MPC) and NMPC, the proposed control method is of proven global stability. It is known that MPC is a linear control approach that if applied to the nonlinear dynamics of the electropneumatic robot, the stability of the control loop will be lost. Besides, in NMPC the convergence of its iterative search for an optimum depends on initialization and parameter values selection and consequently the global stability of this control method cannot be always assured. (3) Unlike sliding-mode control and backstepping control, the proposed optimal control method does not require the state-space description of the system to be found in a specific form. About sliding-mode control, it is known that when the controlled system is not found in the input-output linearized form the definition of the sliding surface can be an intuitive procedure. About backstepping control, it is known that it cannot be directly applied to a dynamical system if the related state-space model is not found in the triangular (backstepping integral) form. (4) Unlike PID control, the proposed nonlinear optimal control method is of proven global stability, the selection of the controller’s parameters does not rely on a heuristic tuning procedure, and the stability of the control loop is assured in the case of changes of operating points. (5) Unlike multiple local models-based control, the nonlinear optimal control method uses only one linearization point and needs the solution of only one Riccati equation so as to compute the stabilizing feedback gains of the controller. Consequently, in terms of computation load the proposed control method for the electropneumatic actuator’s dynamics is much more efficient.

The purpose of this paper is to explore the distinction between human-delivered service and technology-based, automated customer assistance.

This is a conceptual paper. There is no methodology.

The concept of service is primarily delivered when a human helps another. When technology is infused into the process and becomes the major component of delivering the aid that is requested, the process is automated customer assistance. Thus, “self-service” is not service. It is automated customer assistance.

The definition of service is refined to describe the process of a human helping another person. When technology is used to provide the needed aid, it is no longer a service. Instead, it is automated customer assistance. The implication is that researchers should closely examine how users assess and perceive the two separate approaches to providing the needed aid.

The definition of service is refined to describe the process of a human helping another person. When technology is used to provide the needed aid, it is no longer a service. Instead, it is automated customer assistance. Researchers should closely examine how users assess and perceive the two separate approaches. Industry professionals should be mindful of the distinction between the delivery of service, which requires staff, and the provisioning of technology to provide assistance, which requires little to no staff. Intentionality should drive when customers are better helped by a human or by technology.

The value provided helps both providers create and users express when human-based service is needed versus assistance provided by technology.