Service robots or human staff: How social crowding shapes tourist preferences
Service robots or human staff: How social crowding shapes tourist preferences
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服务机器人或人类工作人员：社会拥挤如何影响游客偏好
DOI：
10.1016/j.tourman.2020.104242
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发表时间：
2021-04-01
影响因子：
12.7
通讯作者：
Li, Gang
中科院分区：
文献类型：
--
作者：
Hou, Yuansi;Zhang, Ke;Li, Gang
旅游业和酒店业的服务提供商开始欢迎机器人作为客户服务的选择。鉴于这一趋势，必须探讨促使游客愿意采用这种新技术的因素。这项研究的重点是拥挤的作用，在容易过度旅游的目的地广泛观察到的环境因素，在塑造游客的意愿，采用服务机器人。基于一项调查和两个实验，本研究表明，一个目的地，这是更多（与）拥挤一般激励游客青睐机器人提供的服务，而不是那些从人类工作人员。此外，研究结果表明，这一模式的表现，因为更多（相对于较少）的社会拥挤减少了游客与他人互动的动机，证明了社会退缩倾向。
Service providers in tourism and hospitality are beginning to welcome robots as a customer service option. Given this trend, it is important to explore the factors driving tourists' willingness to adopt such new technology. This study focuses on the role of crowding, an environmental factor widely observed in destinations susceptible to over-tourism, in shaping tourists' willingness to adopt service robots. Based on one survey and two experiments, the present research demonstrates that a destination which is more (vs. less) crowded generally motivates tourists to favor robot-provided services rather than those from human staff. Furthermore, findings reveal that this pattern manifests because more (vs. less) social crowding reduces tourists' motivation to interact with others, as evidenced by social withdrawal tendency.