Antecedents and outcomes of use experience of airport service robot: The stimulus-organism-response (S-O-R) framework

Abstract

This study empirically explores passengers’ emotional experience of using airport service robots from the perspective of the stimulus-organism-response (S-O-R) framework. Our proposed model hypothesizes that stimuli, which is the functional value and coolness of using the airport service robots, leads to satisfaction and influences responses such as perceived smartness and word-of-mouth of the airport. A survey sample of 321 respondents with use experience of airport service robot were employed for the analysis. The result reveals that only perceived coolness of service robot is positively related to satisfaction. Satisfaction demonstrated positive and significant effects on perceived smartness and word-of-mouth of the airport. Engagement of service robots in airport service activities is found to contribute to positive emotional experiences and favorable perspectives of the airport. Empirical implications are discussed and provided.

Undergraduates e-shopping inhibitors in a developing market context: stimulus-organism-response approach

“…Theoretically, this study reinforced the utility of S-O-R theory for explaining the underpinnings of patronage behaviour. The S-O-R have been widely used in traditional consumer behaviour research (Peng and Kim, 2014;Chen and Girish, 2022); however, its utility in online consumer behaviour research is yet to be fully established especially for explaining undergraduate cohort online consumer behaviour. Hence, this study extends the utility of the S-O-R theory as it not only guided the development of the study's conceptual framework; but also provide insights and better understanding into the psychographic dynamics of online choice behaviour of the fast-expanding GenZ segment in Africa.…”

“…It is the cognitive and affective interim state of e-shopper. Thus, the schema argues that stimuli (i.e., the six inhibitors being external input from exposed environment as perceived by an individual) can trigger a response (i.e., resulting behaviour that manifest in form of online patronage) via the organism's internal evaluation process depicted as EI Chen and Girish, 2022).…”

Enhancing students’ English language learning via M-learning: Integrating technology acceptance model and S-O-R model

“…However, in organism, most previous studies have emphasized the psychological factors of intrinsic cognition. Although it is effective to show that stimulus is converted into explicit responses through intrinsic transformation, it should be expressed in subsequent usage attitude [ 30 ]. The continuous intention to use of English M-learning depends on students' usage attitudes on English M-learning and self-efficacy [ 26 , 31 , 32 ].…”

A Study on the Experience Economy Examining a Robot Service in the Restaurant Industry Based on Demographic Characteristics

“…Chi et al [31] investigated customers' acceptance of artificially intelligent service robots, and they found that the crucial roles of perceived social influence, hedonic motivation, and anthropomorphism comprise customer acceptance behavior. Chen and VG [32] studied the antecedents and outcomes of users' experiences with airport service robots, and they demonstrated that service satisfaction forms perceived smartness and word-of-mouth intentions. There are still limited studies on the experience economy of robot services.…”

“…In other words, customers enjoy watching and experiencing a situation, which makes it an entertaining experience. Third, education is classified as active participation and absorption, and it aims to satisfy the desire to obtain information or knowledge that was previously unknown or desired to be known [9,32]. It is an active experience, because customers actively participate in a specific situation, which is unlike the entertainment experience.…”