{"title":"了解酒店服务中的信任和融洽关系:扩展服务机器人接受模型","authors":"Xiaoxiao Song, Huimin Gu, Xiaodie Ling, Weijiao Ye, Xiaofei Li, Zhisheng Zhu","doi":"10.1108/jhtt-12-2023-0428","DOIUrl":null,"url":null,"abstract":"\nPurpose\nDrawing 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.\n\n\nDesign/methodology/approach\nConsistent partial least squares (PLSc) was used to test the proposed model utilizing data collected from 456 Chinese customers.\n\n\nFindings\nThe 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.\n\n\nOriginality/value\nThis 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.\n","PeriodicalId":51611,"journal":{"name":"Journal of Hospitality and Tourism Technology","volume":null,"pages":null},"PeriodicalIF":5.3000,"publicationDate":"2024-07-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"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\":null,\"url\":null,\"abstract\":\"\\nPurpose\\nDrawing 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.\\n\\n\\nDesign/methodology/approach\\nConsistent partial least squares (PLSc) was used to test the proposed model utilizing data collected from 456 Chinese customers.\\n\\n\\nFindings\\nThe 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.\\n\\n\\nOriginality/value\\nThis 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.\\n\",\"PeriodicalId\":51611,\"journal\":{\"name\":\"Journal of Hospitality and Tourism Technology\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":5.3000,\"publicationDate\":\"2024-07-12\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Hospitality and Tourism Technology\",\"FirstCategoryId\":\"91\",\"ListUrlMain\":\"https://doi.org/10.1108/jhtt-12-2023-0428\",\"RegionNum\":3,\"RegionCategory\":\"管理学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q1\",\"JCRName\":\"HOSPITALITY, LEISURE, SPORT & TOURISM\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Hospitality and Tourism Technology","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1108/jhtt-12-2023-0428","RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}
Understanding trust and rapport in hotel service encounters: extending the service robot acceptance model
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.
期刊介绍:
The Journal of Hospitality and Tourism Technology is the only journal dedicated solely for research in technology and e-business in tourism and hospitality. It is a bridge between academia and industry through the intellectual exchange of ideas, trends and paradigmatic changes in the fields of hospitality, IT and e-business. It covers: -E-Marketplaces, electronic distribution channels, or e-Intermediaries -Internet or e-commerce business models -Self service technologies -E-Procurement -Social dynamics of e-communication -Relationship Development and Retention -E-governance -Security of transactions -Mobile/Wireless technologies in commerce -IT control and preparation for disaster -Virtual reality applications -Word of Mouth. -Cross-Cultural differences in IT use -GPS and Location-based services -Biometric applications -Business intelligence visualization -Radio Frequency Identification applications -Service-Oriented Architecture of business systems -Technology in New Product Development