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Antecedents of customers’ acceptance of artificially intelligent robotic device use in hospitality services
Abstract
This study examines the antecedents of customers’ willingness and objection to use artificially intelligent robotic devices in hospitality services (full-service and limited-service hotels). Drawing on the Artificially Intelligent Device Use Acceptance (AIDUA) theory, this study validates and extends the AIDUA framework in the hospitality service setting. The results point to the applicability of the AIDUA framework, suggesting that hospitality customers’ intention to the use of artificially intelligent devices are influenced by social influence, hedonic motivation, anthropomorphism, performance and effort expectancy, and emotions toward the artificially intelligent devices. Findings further suggest that compared to limited-service hotel customers, full-service hotel customers rely less on their social groups when evaluating artificially intelligent robotic devices; their emotions toward the use of artificially intelligent devices are less likely to be influenced by effort expectancy; and their emotions cause less impact on their objection to the use. Theoretical contributions and managerial implications of this study are discussed. Limitations and future study recommendations are provided.
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Cited by
Cao, G., Duan, Y., Edwards, J. S., & Dwivedi, Y. K. (2021) · Technovation · doi:10.1016/j.technovation.2021.102312 · Cited by 571
“…empirically that performance expectancy and effort expectancy are key antecedents to customers ’ will-ingness to accept AI device use, while Lin et al. (2020) further showed that compared with limited-service hotel customers, full-service hotel customers ’ emotions toward the use of AI…”
BackgroundAdoption of artificial intelligence (AI) for talent acquisition in IT/ITeS organizations
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Metadata
- Authors
- Lin, H., Chi, O. H., & Gursoy, D.
- Venue
- Journal of Hospitality Marketing & Management
- Publisher
- Informa UK Limited
- Published
- 2019-11-12
- Volume
- 29
- Issue
- 5
- Pages
- 530-549
- ISSN
- 1936-8623 (ISSN-L)
- 1936-8631
- OpenAlex
- W2987092822
- Cited by
- 387
- References
- 9
- FWCI
- 12.20
- Type
- journal article
- Language
- en
- Open access
- closed
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