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Cited by 610

The DOI matches its Crossref record; 20 of the 20 references it cites were found in a registry or an index.

Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots

Open access
de Kervenoael, Ronan, Hasan, Rajibul, Schwob, Alexandre, Goh, Edwin·2020·Tourism Management
DOI 10.1016/j.tourman.2019.104042
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Abstract

Social robots have become pervasive in the tourism and hospitality service environments. The empirical understanding of the drivers of visitors' intentions to use robots in such services has become an urgent necessity for their sustainable deployment. Certainly, using social androids within hospitality services requires organisations' attentive commitment to value creation and fulfilling service quality expectations. In this paper, via structural equation modelling (SEM) and semi-structured interviews with managers, we conceptualise and empirically test visitors' intentions to use social robots in hospitality services. With data collected in Singapore's hospitality settings, we found visitors' intentions to use social robots stem from the effects of technology acceptance variables, service quality dimensions leading to perceived value, and two further dimensions from human robot interaction (HRI): empathy and information sharing. Analysis of these dimensions' importance provides a deeper understanding of novel opportunities managers may take advantage of to position social robot-delivered services in tourism and hospitality strategies.

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Metadata

Authors
de Kervenoael, R., Hasan, R., Schwob, A., & Goh, E.
Venue
Tourism Management
Publisher
Elsevier BV
Published
2020-06
Volume
78
Pages
104042
ISSN
0261-5177 (ISSN-L)
DOI
10.1016/j.tourman.2019.104042
OpenAlex
W2991493714
Cited by
610
References
20
FWCI
19.92
Type
journal article
Language
en
Open access
hybrid

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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.