Pub Date : 2024-08-12DOI: 10.1108/jhtt-10-2023-0316
Sue-Ting Chang
Purpose Service robots offering low-contact services are trending in the hospitality industry. Nevertheless, there is limited empirical research on consumer perspectives. Using the stimulus-organism-response (SOR) model, this study aims to investigate consumer acceptance of service robots and explores the relationships among stimuli (coolness and affinity), organisms (utilitarian and hedonic value) and responses (behavioral intention). Design/methodology/approach This study uses a purposive sampling method and conducts a questionnaire survey in restaurants with service robots in Taiwan. A total of 554 valid responses are analyzed, and confirmatory factor analysis and structural equation modeling are performed. Findings The findings reveal that coolness and affinity positively influence utilitarian and hedonic values, whereas utilitarian and hedonic values positively affect behavioral intention. Additionally, these values mediate how coolness and affinity impact behavioral intentions, showing that coolness more significantly influences hedonic value, while affinity has a greater effect on utilitarian value. Originality/value As a theoretical basis, the SOR model examines the relationships among stimulus, organism and response. This study comprehensively investigates the factors influencing consumer perception toward service robots, testing the applicability of this theory in the food and beverage industry and expanding its practical value. Additionally, the author introduces the “fit” concept, indicating that, for maximum effect, coolness pairs best with hedonic value and affinity with utilitarian value.
{"title":"Influence of robot coolness and affinity on behavioral intention: examining perceived value as a mediating factor","authors":"Sue-Ting Chang","doi":"10.1108/jhtt-10-2023-0316","DOIUrl":"https://doi.org/10.1108/jhtt-10-2023-0316","url":null,"abstract":"\u0000Purpose\u0000Service robots offering low-contact services are trending in the hospitality industry. Nevertheless, there is limited empirical research on consumer perspectives. Using the stimulus-organism-response (SOR) model, this study aims to investigate consumer acceptance of service robots and explores the relationships among stimuli (coolness and affinity), organisms (utilitarian and hedonic value) and responses (behavioral intention).\u0000\u0000\u0000Design/methodology/approach\u0000This study uses a purposive sampling method and conducts a questionnaire survey in restaurants with service robots in Taiwan. A total of 554 valid responses are analyzed, and confirmatory factor analysis and structural equation modeling are performed.\u0000\u0000\u0000Findings\u0000The findings reveal that coolness and affinity positively influence utilitarian and hedonic values, whereas utilitarian and hedonic values positively affect behavioral intention. Additionally, these values mediate how coolness and affinity impact behavioral intentions, showing that coolness more significantly influences hedonic value, while affinity has a greater effect on utilitarian value.\u0000\u0000\u0000Originality/value\u0000As a theoretical basis, the SOR model examines the relationships among stimulus, organism and response. This study comprehensively investigates the factors influencing consumer perception toward service robots, testing the applicability of this theory in the food and beverage industry and expanding its practical value. Additionally, the author introduces the “fit” concept, indicating that, for maximum effect, coolness pairs best with hedonic value and affinity with utilitarian value.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":5.3,"publicationDate":"2024-08-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141919236","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-08-12DOI: 10.1108/jhtt-01-2024-0022
M. S. Purwanegara, N. Windasari, Hasbian Fauzy Perdhana, Muhammad Fakhrul Rozi Ashadi, Fitri Aprilianty
Purpose This study aims to explore how the utilization of 3D virtual experiences and social media improve overall gastro-tourism experiences throughout the tourist journeys. Design/methodology/approach This study employs a mixed-methods approach. By combining self-reported surveys and EEG tracking, this study is able to rigorously unravel Gen Z’s experience and emotions in enjoying tech-enabled gastro-tourism activities. Findings Showcasing 3D virtual experiences and TikTok heightened customer expectations in the pre-visit stage. The 3D virtual attractions effectively enhanced tourists’ excitement and positive emotions during on-site gastronomic experiences, and subsequently manifested into a long-term impact on future actual visit intention. Originality/value This study contributes to the fields of information technology and tourism by examining how digital technologies affect Gen Z’s behavior and enhance the gastro-tourism experience starting from information search, moving to on-site experiences and subsequently affect their post-purchase behavior.
目的 本研究旨在探讨如何利用三维虚拟体验和社交媒体改善整个旅游过程中的整体美食旅游体验。研究结果展示 3D 虚拟体验和 TikTok 提高了顾客在旅游前阶段的期望。原创性/价值本研究通过研究数字技术如何影响 Z 世代的行为，从信息搜索到现场体验，再到影响他们的购后行为，提升他们的美食旅游体验，为信息技术和旅游领域做出了贡献。
{"title":"Improving gastro-tourism experience through 3d virtual attractions: evidence from tourists’ self-reported and neurophysiological responses","authors":"M. S. Purwanegara, N. Windasari, Hasbian Fauzy Perdhana, Muhammad Fakhrul Rozi Ashadi, Fitri Aprilianty","doi":"10.1108/jhtt-01-2024-0022","DOIUrl":"https://doi.org/10.1108/jhtt-01-2024-0022","url":null,"abstract":"Purpose\u0000This study aims to explore how the utilization of 3D virtual experiences and social media improve overall gastro-tourism experiences throughout the tourist journeys.\u0000\u0000Design/methodology/approach\u0000This study employs a mixed-methods approach. By combining self-reported surveys and EEG tracking, this study is able to rigorously unravel Gen Z’s experience and emotions in enjoying tech-enabled gastro-tourism activities.\u0000\u0000Findings\u0000Showcasing 3D virtual experiences and TikTok heightened customer expectations in the pre-visit stage. The 3D virtual attractions effectively enhanced tourists’ excitement and positive emotions during on-site gastronomic experiences, and subsequently manifested into a long-term impact on future actual visit intention.\u0000\u0000Originality/value\u0000This study contributes to the fields of information technology and tourism by examining how digital technologies affect Gen Z’s behavior and enhance the gastro-tourism experience starting from information search, moving to on-site experiences and subsequently affect their post-purchase behavior.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":5.3,"publicationDate":"2024-08-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141919137","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-08-12DOI: 10.1108/jhtt-01-2024-0022
M. S. Purwanegara, N. Windasari, Hasbian Fauzy Perdhana, Muhammad Fakhrul Rozi Ashadi, Fitri Aprilianty
Purpose This study aims to explore how the utilization of 3D virtual experiences and social media improve overall gastro-tourism experiences throughout the tourist journeys. Design/methodology/approach This study employs a mixed-methods approach. By combining self-reported surveys and EEG tracking, this study is able to rigorously unravel Gen Z’s experience and emotions in enjoying tech-enabled gastro-tourism activities. Findings Showcasing 3D virtual experiences and TikTok heightened customer expectations in the pre-visit stage. The 3D virtual attractions effectively enhanced tourists’ excitement and positive emotions during on-site gastronomic experiences, and subsequently manifested into a long-term impact on future actual visit intention. Originality/value This study contributes to the fields of information technology and tourism by examining how digital technologies affect Gen Z’s behavior and enhance the gastro-tourism experience starting from information search, moving to on-site experiences and subsequently affect their post-purchase behavior.
目的 本研究旨在探讨如何利用三维虚拟体验和社交媒体改善整个旅游过程中的整体美食旅游体验。研究结果展示 3D 虚拟体验和 TikTok 提高了顾客在旅游前阶段的期望。原创性/价值本研究通过研究数字技术如何影响 Z 世代的行为，从信息搜索到现场体验，再到影响他们的购后行为，提升他们的美食旅游体验，为信息技术和旅游领域做出了贡献。
{"title":"Improving gastro-tourism experience through 3d virtual attractions: evidence from tourists’ self-reported and neurophysiological responses","authors":"M. S. Purwanegara, N. Windasari, Hasbian Fauzy Perdhana, Muhammad Fakhrul Rozi Ashadi, Fitri Aprilianty","doi":"10.1108/jhtt-01-2024-0022","DOIUrl":"https://doi.org/10.1108/jhtt-01-2024-0022","url":null,"abstract":"Purpose\u0000This study aims to explore how the utilization of 3D virtual experiences and social media improve overall gastro-tourism experiences throughout the tourist journeys.\u0000\u0000Design/methodology/approach\u0000This study employs a mixed-methods approach. By combining self-reported surveys and EEG tracking, this study is able to rigorously unravel Gen Z’s experience and emotions in enjoying tech-enabled gastro-tourism activities.\u0000\u0000Findings\u0000Showcasing 3D virtual experiences and TikTok heightened customer expectations in the pre-visit stage. The 3D virtual attractions effectively enhanced tourists’ excitement and positive emotions during on-site gastronomic experiences, and subsequently manifested into a long-term impact on future actual visit intention.\u0000\u0000Originality/value\u0000This study contributes to the fields of information technology and tourism by examining how digital technologies affect Gen Z’s behavior and enhance the gastro-tourism experience starting from information search, moving to on-site experiences and subsequently affect their post-purchase behavior.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":5.3,"publicationDate":"2024-08-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141919884","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-08-12DOI: 10.1108/jhtt-10-2023-0316
Sue-Ting Chang
Purpose Service robots offering low-contact services are trending in the hospitality industry. Nevertheless, there is limited empirical research on consumer perspectives. Using the stimulus-organism-response (SOR) model, this study aims to investigate consumer acceptance of service robots and explores the relationships among stimuli (coolness and affinity), organisms (utilitarian and hedonic value) and responses (behavioral intention). Design/methodology/approach This study uses a purposive sampling method and conducts a questionnaire survey in restaurants with service robots in Taiwan. A total of 554 valid responses are analyzed, and confirmatory factor analysis and structural equation modeling are performed. Findings The findings reveal that coolness and affinity positively influence utilitarian and hedonic values, whereas utilitarian and hedonic values positively affect behavioral intention. Additionally, these values mediate how coolness and affinity impact behavioral intentions, showing that coolness more significantly influences hedonic value, while affinity has a greater effect on utilitarian value. Originality/value As a theoretical basis, the SOR model examines the relationships among stimulus, organism and response. This study comprehensively investigates the factors influencing consumer perception toward service robots, testing the applicability of this theory in the food and beverage industry and expanding its practical value. Additionally, the author introduces the “fit” concept, indicating that, for maximum effect, coolness pairs best with hedonic value and affinity with utilitarian value.
{"title":"Influence of robot coolness and affinity on behavioral intention: examining perceived value as a mediating factor","authors":"Sue-Ting Chang","doi":"10.1108/jhtt-10-2023-0316","DOIUrl":"https://doi.org/10.1108/jhtt-10-2023-0316","url":null,"abstract":"\u0000Purpose\u0000Service robots offering low-contact services are trending in the hospitality industry. Nevertheless, there is limited empirical research on consumer perspectives. Using the stimulus-organism-response (SOR) model, this study aims to investigate consumer acceptance of service robots and explores the relationships among stimuli (coolness and affinity), organisms (utilitarian and hedonic value) and responses (behavioral intention).\u0000\u0000\u0000Design/methodology/approach\u0000This study uses a purposive sampling method and conducts a questionnaire survey in restaurants with service robots in Taiwan. A total of 554 valid responses are analyzed, and confirmatory factor analysis and structural equation modeling are performed.\u0000\u0000\u0000Findings\u0000The findings reveal that coolness and affinity positively influence utilitarian and hedonic values, whereas utilitarian and hedonic values positively affect behavioral intention. Additionally, these values mediate how coolness and affinity impact behavioral intentions, showing that coolness more significantly influences hedonic value, while affinity has a greater effect on utilitarian value.\u0000\u0000\u0000Originality/value\u0000As a theoretical basis, the SOR model examines the relationships among stimulus, organism and response. This study comprehensively investigates the factors influencing consumer perception toward service robots, testing the applicability of this theory in the food and beverage industry and expanding its practical value. Additionally, the author introduces the “fit” concept, indicating that, for maximum effect, coolness pairs best with hedonic value and affinity with utilitarian value.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":5.3,"publicationDate":"2024-08-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141919981","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-08-08DOI: 10.1108/jhtt-02-2024-0124
Jiseon Ahn
Purpose Prompted by intense competition among providers of food delivery services, this study examines the behavior of customers using mobile applications. Specifically, based on a push-pull-mooring framework, this study aims to identify the key factors affecting customers’ switching intentions in the food delivery context. A push factor is assumed to drive customers away from an existing service provider due to dissatisfaction, while a pull element lures them to an alternative provider by supplying enhanced levels of enjoyment, usefulness and/or informativeness and mooring factors (i.e. affective commitment and perceived herd) help make these switching decisions. Design/methodology/approach Partial least squares structural equation modeling with SmartPLS was used because it is suited to predictive models and produces stringent assessments of measurement models using a variance-based approach. Data was collected through an online survey. Participants were 350 food delivery application (FDA) customers in the USA. Findings The results highlight the importance of a push factor (dissatisfaction with the present FDA) and a mooring factor (perceived herd) as determinants of customers’ perceptions of risk that can induce a decision to switch to another FDA. However, the pull factors of usefulness, enjoyment and information quality did not significantly influence switching behavior. Originality/value Many food delivery service providers now use mobile application technologies to provide their services. Such companies can use the factors that influence customer switching intentions identified in this study to control customers’ churn behavior by managing dissatisfied customers in the mobile context.
目的在送餐服务提供商之间激烈竞争的背景下，本研究探讨了顾客使用移动应用程序的行为。具体来说，本研究基于 "推-拉-移动 "框架，旨在确定在送餐服务中影响顾客转换意向的关键因素。推力因素被假定为驱使顾客因不满意而离开现有的服务提供商，而拉力因素则通过提供更高水平的享受、实用性和/或信息性来引诱顾客转向其他提供商，而停泊因素（即情感承诺和感知群）则有助于做出这些转换决定。设计/方法/方法使用 SmartPLS 进行部分最小二乘结构方程建模，因为它适用于预测模型，并使用基于方差的方法对测量模型进行严格评估。数据通过在线调查收集。调查结果表明，推动因素（对现有 FDA 的不满）和停泊因素（感知到的群居性）是客户风险感知的重要决定因素，它们会促使客户做出转用其他 FDA 的决定。然而，有用性、享受性和信息质量等拉动因素并没有对转换行为产生重大影响。 原创性/价值现在，许多食品配送服务提供商都使用移动应用技术来提供服务。这些公司可以利用本研究中发现的影响客户转换意向的因素，通过在移动环境中管理不满意的客户来控制客户的流失行为。
{"title":"Understanding food delivery service customers’ switching behavior","authors":"Jiseon Ahn","doi":"10.1108/jhtt-02-2024-0124","DOIUrl":"https://doi.org/10.1108/jhtt-02-2024-0124","url":null,"abstract":"\u0000Purpose\u0000Prompted by intense competition among providers of food delivery services, this study examines the behavior of customers using mobile applications. Specifically, based on a push-pull-mooring framework, this study aims to identify the key factors affecting customers’ switching intentions in the food delivery context. A push factor is assumed to drive customers away from an existing service provider due to dissatisfaction, while a pull element lures them to an alternative provider by supplying enhanced levels of enjoyment, usefulness and/or informativeness and mooring factors (i.e. affective commitment and perceived herd) help make these switching decisions.\u0000\u0000\u0000Design/methodology/approach\u0000Partial least squares structural equation modeling with SmartPLS was used because it is suited to predictive models and produces stringent assessments of measurement models using a variance-based approach. Data was collected through an online survey. Participants were 350 food delivery application (FDA) customers in the USA.\u0000\u0000\u0000Findings\u0000The results highlight the importance of a push factor (dissatisfaction with the present FDA) and a mooring factor (perceived herd) as determinants of customers’ perceptions of risk that can induce a decision to switch to another FDA. However, the pull factors of usefulness, enjoyment and information quality did not significantly influence switching behavior.\u0000\u0000\u0000Originality/value\u0000Many food delivery service providers now use mobile application technologies to provide their services. Such companies can use the factors that influence customer switching intentions identified in this study to control customers’ churn behavior by managing dissatisfied customers in the mobile context.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":5.3,"publicationDate":"2024-08-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141926199","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Purpose As information technology advances, the prevalence of AI chatbot products is on the rise. Despite optimistic market projections, consumer skepticism towards these agents persists. This paper aims to expand the scope of the technology acceptance model by integrating the aspect of appearance. It examines the influence of different attributes of AI chatbot, such as usefulness, ease of use and appearance, individually and in combination, on consumers' intentions to share and purchase. Design/methodology/approach Using an exploratory study of Web Texts, a 2 (usefulness: high vs low) × 2 (ease of use: high vs low) mixed design and a 2 (usefulness: high vs low) × 2 (ease of use: high vs low) × 2 (anthropomorphism appearance: humanoid vs cartoon) for between-subjects designs and the price level (high vs low) for within-subjects designs. The hypotheses were tested by Octoparse and SPSS 22.0. Findings The research highlights the significant role of usefulness, ease of use and anthropomorphic appearance in shaping consumer attitudes towards AI chatbots, thus influencing their intentions to share information and make purchases. Grouped regression analysis reveals that lower prices exert a more pronounced positive influence on consumers' inclinations to both share and purchase, compared to higher prices. Moreover, novelty-seeking behavior moderates the effect of perceived usefulness or ease of use on attitude. Specifically, heightened novelty-seeking tendencies mitigate the impact of low perceived usefulness or ease of use, leading to sustained positive attitudes towards AI chatbots among consumers. Originality/value This study innovatively incorporates product appearance into the Technology Acceptance Model (TAM), considering both the functional attributes and appearance of AI chatbot and their impact on consumers. It offers valuable insights for marketing strategies, extends the scope of TAM application and holds significant practical implications for enhancing enterprise product planning.
目的 随着信息技术的发展，人工智能聊天机器人产品的普及率也在不断上升。尽管市场预测乐观，但消费者对这些代理仍持怀疑态度。本文旨在扩展技术接受度模型的范围，将外观因素纳入其中。本文研究了人工智能聊天机器人的不同属性，如实用性、易用性和外观，单独或组合使用对消费者分享和购买意愿的影响。设计/方法/途径采用网络文本探索性研究、2（有用性：高 vs 低）×2（易用性：高 vs 低）混合设计、2（有用性：高 vs 低）×2（易用性：高 vs 低）×2（拟人化外观：人形 vs 卡通）主体间设计和价格水平（高 vs 低）主体内设计。研究结果该研究强调了有用性、易用性和拟人化外观在塑造消费者对人工智能聊天机器人的态度方面的重要作用，从而影响他们分享信息和购买的意愿。分组回归分析表明，与较高的价格相比，较低的价格对消费者的分享和购买倾向有更明显的积极影响。此外，寻求新奇的行为调节了感知有用性或易用性对态度的影响。具体来说，追求新奇的倾向会减轻低感知有用性或易用性的影响，从而使消费者对人工智能聊天机器人的态度持续积极。 原创性/价值 本研究创新性地将产品外观纳入技术接受模型（TAM），同时考虑了人工智能聊天机器人的功能属性和外观及其对消费者的影响。它为营销战略提供了宝贵的见解，扩展了 TAM 的应用范围，对加强企业产品规划具有重要的现实意义。
{"title":"What influences consumer AI chatbot use intention? An application of the extended technology acceptance model","authors":"Manzhi Liu, Yaxin Yang, Yue Ren, Yangzhou Jia, Haoyu Ma, Jie Luo, Shuting Fang, Mengxuan Qi, Linlin Zhang","doi":"10.1108/jhtt-03-2023-0057","DOIUrl":"https://doi.org/10.1108/jhtt-03-2023-0057","url":null,"abstract":"\u0000Purpose\u0000As information technology advances, the prevalence of AI chatbot products is on the rise. Despite optimistic market projections, consumer skepticism towards these agents persists. This paper aims to expand the scope of the technology acceptance model by integrating the aspect of appearance. It examines the influence of different attributes of AI chatbot, such as usefulness, ease of use and appearance, individually and in combination, on consumers' intentions to share and purchase.\u0000\u0000\u0000Design/methodology/approach\u0000Using an exploratory study of Web Texts, a 2 (usefulness: high vs low) × 2 (ease of use: high vs low) mixed design and a 2 (usefulness: high vs low) × 2 (ease of use: high vs low) × 2 (anthropomorphism appearance: humanoid vs cartoon) for between-subjects designs and the price level (high vs low) for within-subjects designs. The hypotheses were tested by Octoparse and SPSS 22.0.\u0000\u0000\u0000Findings\u0000The research highlights the significant role of usefulness, ease of use and anthropomorphic appearance in shaping consumer attitudes towards AI chatbots, thus influencing their intentions to share information and make purchases. Grouped regression analysis reveals that lower prices exert a more pronounced positive influence on consumers' inclinations to both share and purchase, compared to higher prices. Moreover, novelty-seeking behavior moderates the effect of perceived usefulness or ease of use on attitude. Specifically, heightened novelty-seeking tendencies mitigate the impact of low perceived usefulness or ease of use, leading to sustained positive attitudes towards AI chatbots among consumers.\u0000\u0000\u0000Originality/value\u0000This study innovatively incorporates product appearance into the Technology Acceptance Model (TAM), considering both the functional attributes and appearance of AI chatbot and their impact on consumers. It offers valuable insights for marketing strategies, extends the scope of TAM application and holds significant practical implications for enhancing enterprise product planning.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":5.3,"publicationDate":"2024-07-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141812453","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-07-22DOI: 10.1108/jhtt-11-2023-0384
Haoyue Jiao, I. Wong, Z. Lin
Purpose The study aims to propose a triadic interaction model to assess the effect of customer–customer (C2C), employee–customer and robot–customer interactions on customer voluntary performance in the context of smart dining. Design/methodology/approach An explanatory sequential mixed methods design was used. First, a quantitative study surveyed Foodom patrons to assess the impact of triadic interactions on customer voluntary performance. The mediating role of trust and social support and the moderating effect of the need to belong were also explored. A post hoc study (Study 2) analyzed online comments to validate and complement the survey findings. Findings While all interactions promote social support, the C2C interactions significantly correlate with customer trust. Moreover, customer voluntary performance is influenced by both customer trust and social support, while the need to belong remains as a moderator. Findings from Study 2 consolidate and enrich the relationships identified in Study 1. Research limitations/implications This research reveals that patrons in smart dining still value interactions with employees and other diners. It enriches the stream of work on interaction quality by illuminating how different types of interactions could co-create value for customers, subsequently fostering voluntary behavior in smart dining contexts. Originality/value This research explores how patrons perceive interactions with robots in smart hospitality, highlighting their impact on trust and social support. It also sheds light on how interactions among robots, employees and customers influence customer voluntary performance, emphasizing the role of the need to belong in moderating relationships in this setting.
{"title":"Understanding customer multi-interactions, trust, social support and voluntary performance in smart restaurants","authors":"Haoyue Jiao, I. Wong, Z. Lin","doi":"10.1108/jhtt-11-2023-0384","DOIUrl":"https://doi.org/10.1108/jhtt-11-2023-0384","url":null,"abstract":"\u0000Purpose\u0000The study aims to propose a triadic interaction model to assess the effect of customer–customer (C2C), employee–customer and robot–customer interactions on customer voluntary performance in the context of smart dining.\u0000\u0000\u0000Design/methodology/approach\u0000An explanatory sequential mixed methods design was used. First, a quantitative study surveyed Foodom patrons to assess the impact of triadic interactions on customer voluntary performance. The mediating role of trust and social support and the moderating effect of the need to belong were also explored. A post hoc study (Study 2) analyzed online comments to validate and complement the survey findings.\u0000\u0000\u0000Findings\u0000While all interactions promote social support, the C2C interactions significantly correlate with customer trust. Moreover, customer voluntary performance is influenced by both customer trust and social support, while the need to belong remains as a moderator. Findings from Study 2 consolidate and enrich the relationships identified in Study 1.\u0000\u0000\u0000Research limitations/implications\u0000This research reveals that patrons in smart dining still value interactions with employees and other diners. It enriches the stream of work on interaction quality by illuminating how different types of interactions could co-create value for customers, subsequently fostering voluntary behavior in smart dining contexts.\u0000\u0000\u0000Originality/value\u0000This research explores how patrons perceive interactions with robots in smart hospitality, highlighting their impact on trust and social support. It also sheds light on how interactions among robots, employees and customers influence customer voluntary performance, emphasizing the role of the need to belong in moderating relationships in this setting.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":5.3,"publicationDate":"2024-07-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141815586","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Purpose Drawing on the Service Robot Acceptance Model (sRAM) proposed by Wirtz et al. (2018), this study aims to examine how functional and social-emotional antecedents affect relational elements and the critical functions that trust and rapport play in robot acceptance in hotel services. Additionally, this study incorporates customer characteristics into the modified sRAM. Design/methodology/approach Consistent partial least squares (PLSc) was used to test the proposed model utilizing data collected from 456 Chinese customers. Findings The results indicated that effort expectancy and performance expectancy positively affect hotel guests’ trust toward and rapport with service robots. However, the effect of social influence on trust and rapport is insignificant. Additionally, perceived humanness and perceived social interactivity positively influence rapport, and perceived social presence positively affects both trust and rapport. Furthermore, trust and rapport positively influence hotel guests’ acceptance of service robots. The results also revealed the moderating role of age. Originality/value This study contributes to service robot literature by providing insights into how functional and social-emotional factors affect relational factors and the key role of relational factors in robot acceptance based on the sRAM. This study also advances this body of knowledge by highlighting the moderating effect of age.
{"title":"Understanding trust and rapport in hotel service encounters: extending the service robot acceptance model","authors":"Xiaoxiao Song, Huimin Gu, Xiaodie Ling, Weijiao Ye, Xiaofei Li, Zhisheng Zhu","doi":"10.1108/jhtt-12-2023-0428","DOIUrl":"https://doi.org/10.1108/jhtt-12-2023-0428","url":null,"abstract":"\u0000Purpose\u0000Drawing on the Service Robot Acceptance Model (sRAM) proposed by Wirtz et al. (2018), this study aims to examine how functional and social-emotional antecedents affect relational elements and the critical functions that trust and rapport play in robot acceptance in hotel services. Additionally, this study incorporates customer characteristics into the modified sRAM.\u0000\u0000\u0000Design/methodology/approach\u0000Consistent partial least squares (PLSc) was used to test the proposed model utilizing data collected from 456 Chinese customers.\u0000\u0000\u0000Findings\u0000The results indicated that effort expectancy and performance expectancy positively affect hotel guests’ trust toward and rapport with service robots. However, the effect of social influence on trust and rapport is insignificant. Additionally, perceived humanness and perceived social interactivity positively influence rapport, and perceived social presence positively affects both trust and rapport. Furthermore, trust and rapport positively influence hotel guests’ acceptance of service robots. The results also revealed the moderating role of age.\u0000\u0000\u0000Originality/value\u0000This study contributes to service robot literature by providing insights into how functional and social-emotional factors affect relational factors and the key role of relational factors in robot acceptance based on the sRAM. This study also advances this body of knowledge by highlighting the moderating effect of age.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":5.3,"publicationDate":"2024-07-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141653737","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-07-09DOI: 10.1108/jhtt-06-2023-0180
M. Parvez, Md Sazzad Hossain, Ataul Karim Patwary, Zakaria Elkhwesky, Shafique Ur Rehman, Faizan Ali
Purpose This study aims to focus on tourists with physical disabilities and examine their perceptions of service robots in hotels and their influence on the overall experience, behavioral intentions and hotel attachment. Design/methodology/approach A survey was conducted via the Prolific platform to collect data from 409 respondents. The data was analyzed using partial least squares–based SEM. Findings The salient PLS-SEM findings show that perceived safety and functional benefits significantly affect a hotel's overall experience and intention to revisit. Perceived privacy did not relate to the hotel's overall experience and intention to revisit. Moreover, the hotel's overall experience significantly affects the intention to revisit, further influencing hotel attachment. Research limitations/implications This research only examines the perceptions of tourists with physical disabilities of hotel service robots. Findings are based on a survey, and thus, the results cannot be generalized. Originality/value Current research indicates the impact of the intention to revisit and hotel attachment. Moreover, this study investigates the mediating role of overall hotel experience in the association between perceived privacy, perceived safety and functional benefits regarding revisit intention.
{"title":"Meeting the needs of physically disabled tourists: use of service robots toward the hotel attachment","authors":"M. Parvez, Md Sazzad Hossain, Ataul Karim Patwary, Zakaria Elkhwesky, Shafique Ur Rehman, Faizan Ali","doi":"10.1108/jhtt-06-2023-0180","DOIUrl":"https://doi.org/10.1108/jhtt-06-2023-0180","url":null,"abstract":"\u0000Purpose\u0000This study aims to focus on tourists with physical disabilities and examine their perceptions of service robots in hotels and their influence on the overall experience, behavioral intentions and hotel attachment.\u0000\u0000\u0000Design/methodology/approach\u0000A survey was conducted via the Prolific platform to collect data from 409 respondents. The data was analyzed using partial least squares–based SEM.\u0000\u0000\u0000Findings\u0000The salient PLS-SEM findings show that perceived safety and functional benefits significantly affect a hotel's overall experience and intention to revisit. Perceived privacy did not relate to the hotel's overall experience and intention to revisit. Moreover, the hotel's overall experience significantly affects the intention to revisit, further influencing hotel attachment.\u0000\u0000\u0000Research limitations/implications\u0000This research only examines the perceptions of tourists with physical disabilities of hotel service robots. Findings are based on a survey, and thus, the results cannot be generalized.\u0000\u0000\u0000Originality/value\u0000Current research indicates the impact of the intention to revisit and hotel attachment. Moreover, this study investigates the mediating role of overall hotel experience in the association between perceived privacy, perceived safety and functional benefits regarding revisit intention.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":5.3,"publicationDate":"2024-07-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141666018","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-07-04DOI: 10.1108/jhtt-08-2023-0228
Jie Xu, Min Liu, Shuhao Li
Purpose An increasing number of restaurants are building mobile instant messaging-based online restaurant communities to enhance connections with customers, but the mechanisms of customers’ behavioral intentions toward these communities remain unclear. To address this gap, this study aims to investigate the factors affecting customers’ acceptance of mobile instant messaging-based online restaurant communities from the perspectives of social support theory and technology acceptance model. Design/methodology/approach Partial least squares structural equation modeling was used to analyze data collected from 360 customers. Findings The results indicate that informational support and social presence influence perceived ease of use and usefulness. By contrast, emotional support significantly affects only perceived usefulness. Additionally, perceived ease of use and usefulness can positively predict customer attitudes and foster behavioral intentions. Originality/value This research broadens existing research on online restaurant communities by constructing an integrated model that considers social support-related and technology use-related factors to understand consumers’ participation in a new type of restaurant community, namely, the mobile instant messaging-based online restaurant community. The findings also offer guidance on how restaurants can encourage customers to embrace mobile instant messaging-based online restaurant communities.
{"title":"What motivates customers’ participation in mobile instant messaging-based online restaurant community: an extended technology acceptance model","authors":"Jie Xu, Min Liu, Shuhao Li","doi":"10.1108/jhtt-08-2023-0228","DOIUrl":"https://doi.org/10.1108/jhtt-08-2023-0228","url":null,"abstract":"\u0000Purpose\u0000An increasing number of restaurants are building mobile instant messaging-based online restaurant communities to enhance connections with customers, but the mechanisms of customers’ behavioral intentions toward these communities remain unclear. To address this gap, this study aims to investigate the factors affecting customers’ acceptance of mobile instant messaging-based online restaurant communities from the perspectives of social support theory and technology acceptance model.\u0000\u0000\u0000Design/methodology/approach\u0000Partial least squares structural equation modeling was used to analyze data collected from 360 customers.\u0000\u0000\u0000Findings\u0000The results indicate that informational support and social presence influence perceived ease of use and usefulness. By contrast, emotional support significantly affects only perceived usefulness. Additionally, perceived ease of use and usefulness can positively predict customer attitudes and foster behavioral intentions.\u0000\u0000\u0000Originality/value\u0000This research broadens existing research on online restaurant communities by constructing an integrated model that considers social support-related and technology use-related factors to understand consumers’ participation in a new type of restaurant community, namely, the mobile instant messaging-based online restaurant community. The findings also offer guidance on how restaurants can encourage customers to embrace mobile instant messaging-based online restaurant communities.\u0000","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":5.3,"publicationDate":"2024-07-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141678023","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
京公网安备 11010802042870号
京ICP备2023020795号-1
扫码关注我们
求助内容：
应助结果提醒方式：