The DOI matches its Crossref record; 7 of the 7 references it cites were found in a registry or an index.
Enhancing hospitality experience with service robots: the mediating role of rapport building
Abstract
This study investigated the influence of service robot attributes on customers’ hospitality experience from the perspective of relationship building. Through literature review and a preliminary study with in-depth interviews, a conceptual framework was developed. A scenario-based experiment and questionnaire survey were designed to test the model. The results indicate that robots’ being perceived as humanlike or intelligent positively affects customer-robot rapport building and the hospitality experience. Additionally, customer-employee rapport building was found to mediate the relationship between robot attributes and the hospitality experience, but customer-robot rapport building was not. Based on these findings, theoretical contributions and practical implications were discussed.
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Cites
Basics of Qualitative Research (3rd ed.): Techniques and Procedures for Developing Grounded Theory
Corbin, J., & Strauss, A. (2008) · SAGE · doi:10.4135/9781452230153 · Cited by 12,136
Artificial intelligence in service
Huang, M.-H., & Rust, R. T. (2018) · Journal of Service Research · doi:10.1177/1094670517752459 · Cited by 3,978
Bartneck, C., Kulić, D., Croft, E., & Zoghbi, S. (2009) · International Journal of Social Robotics · doi:10.1007/s12369-008-0001-3 · Cited by 3,193
Consumers acceptance of artificially intelligent (AI) device use in service delivery
Gursoy, D., Chi, O. H., Lu, L., & Nunkoo, R. (2019) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2019.03.008 · Cited by 1,437
Who Sees Human?: The Stability and Importance of Individual Differences in Anthropomorphism
Waytz, A., Cacioppo, J., & Epley, N. (2010) · Perspectives on Psychological Science · doi:10.1177/1745691610369336 · Cited by 1,228
Developing and validating a service robot integration willingness scale
Lu, L., Cai, R., & Gursoy, D. (2019) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2019.01.005 · Cited by 1,013
Seo, S. H., Griffin, K., Young, J. E., Bunt, A., Prentice, S., & Loureiro-Rodríguez, V. (2018) · International Journal of Social Robotics · doi:10.1007/s12369-017-0441-8 · Cited by 64
Cited by
Blut, M., Wang, C., Wünderlich, N. V., & Brock, C. (2021) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-020-00762-y · Cited by 1,194
Chi, O. H., Denton, G., & Gursoy, D. (2020) · Journal of Hospitality Marketing & Management · doi:10.1080/19368623.2020.1721394 · Cited by 334
Hotel managers’ perceptions towards the use of robots: A mixed-methods approach
Ivanov, S., Seyitoğlu, F., & Markova, M. (2020) · Information Technology & Tourism · doi:10.1007/s40558-020-00187-x · Cited by 243
Anthropomorphism in AI-enabled technology: A literature review
Li, M., & Suh, A. (2022) · Electronic Markets · doi:10.1007/s12525-022-00591-7 · Cited by 181
Self-citationXie, L., & Lei, S. (2022) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2022.103312 · Cited by 123
Metadata
- Authors
- Qiu, H., Li, M., Shu, B., & Bai, B.
- Venue
- Journal of Hospitality Marketing & Management
- Publisher
- Informa UK Limited
- Published
- 2019-08-06
- Volume
- 29
- Issue
- 3
- Pages
- 247-268
- ISSN
- 1936-8623 (ISSN-L)
- 1936-8631
- OpenAlex
- W2966519442
- Cited by
- 401
- References
- 7
- FWCI
- 15.43
- Type
- journal article
- Language
- en
- Open access
- closed
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- Qiu, H., Li, M., Shu, B., & Bai, B. (2020). Enhancing hospitality experience with service robots: the mediating role of rapport building. Journal of Hospitality Marketing & Management. https://doi.org/10.1080/19368623.2019.1645073
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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.
