The Value of Service Robots from the Hotel Guest’s Perspective: A Mixed-Method Approach
The Value of Service Robots from the Hotel Guest’s Perspective: A Mixed-Method Approach
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DOI：
10.1016/j.ijhm.2021.102876
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发表时间：
2021-04
影响因子：
11.7
通讯作者：
I. Lin;A. Mattila
中科院分区：
文献类型：
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作者：
I. Lin;A. Mattila
服务机器人（SR）越来越受到重视和欢迎;它们将继续存在。关于协作智能的研究，以更好地了解机器人-人类的伙伴关系是稀缺的。为了弥补这一差距，本研究旨在从客人的角度来研究SR的价值，从而更深入地了解全方位服务酒店背景下的共同价值创造过程。研究1是一项定性研究，探讨消费者对SR的感知价值的深度和广度。研究2采用结构方程模型来检验研究1的假设。结果表明，感知的隐私、SR的功能优势和机器人外观对消费者采用SR的态度产生积极影响。功能优势和新奇对个人预期的整体体验产生影响。态度和预期的整体经验，反过来，增强了消费者的接受SR的影响，局限性和未来的研究进行了讨论。
Service robots (SR) are increasingly valued and embraced; they are here to stay. Research on collaborative intelligence to better understand robotic-human partnerships is scarce. To bridge that gap this study aimed to examine the value of SR from the guest’s perspective, thus gain a deeper understanding of the co-value creation process in the context of full-service hotels. A mixed-method design was used to capture the depth and breadth of perceived value of SR. Study 1 is a qualitative study probing consumers’ sense making regarding SR. Study 2 used structural equation modeling to test the hypotheses derived from Study 1. Results indicate that perceived privacy, functional benefits of SR, and robot appearance positively influence consumers’ attitude towards adoption of SR. Functional benefits and novelty had an impact on the individuals’ anticipated overall experience. Attitude and anticipated overall experience, in turn, enhanced consumers’ acceptance of SR. Implications, limitations, and future research are discussed.