Do contagion cues shape customers’ willingness to adopt hospitality service robots?

Kang, Qi; Zhou, Lingxu; Liu, Jingyu; Ran, Yaxuan

doi:10.1016/j.ijhm.2022.103244

Cited by 15 publications

(6 citation statements)

References 57 publications

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“…Moreover, the threat of disease still has a significant influence on customers’ social discomfort in human contact. Therefore, following Kang et al (2022), we also encourage managers to use service robots in disease-prone conditions to alleviate customers’ sense of social discomfort.…”

Section: Discussionmentioning

confidence: 99%

“…Moreover, the threat of disease still has a significant influence on customers' social discomfort in human contact. Therefore, following Kang et al (2022), we also encourage managers to use service robots in disease-prone conditions to alleviate customers' sense of social discomfort. Customer social avoidance is triggered by not only the perceived risk of infection (Kim and Lee, 2020) but also the presence of service employees (Lee and Yi, 2022).…”

Section: Practical Implicationsmentioning

confidence: 99%

“…However, critics have argued that robot adoption in hospitality services reduces the number of opportunities that customers have to interact with others (i.e. service employees; Kang et al , 2022), which may have negative effects. Haslam (2006) proposed the concept of dehumanization and emphasized that experiencing dehumanized interaction has emotional effects on both interacting parties.…”

Section: Introductionmentioning

confidence: 99%

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I can be myself: robots reduce social discomfort in hospitality service encounters

Liu

Zhou

2023

IJCHM

Self Cite

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Purpose The purpose of this study is to evaluate service robots as an alternative service provider that can reduce customers’ social discomfort in hospitality service encounters. Specifically, the authors discuss when and in what scenarios service robots can alleviate such social discomfort and explain this effect from the perspective of dehumanization. Design/methodology/approach Following a social constructivist paradigm, the authors adopt a qualitative research design, gathering data through 21 semistructured interviews to explore why the presence of service employees causes customers’ social discomfort in hospitality service encounters and how service robots alleviate such discomfort. Findings This study’s results suggest that both the active and passive engagement of service employees are sources of customers’ social discomfort in hospitality service encounters; thus, adopting service robots can help reduce such discomfort in some scenarios. Customers’ differentiating behaviors, a downstream effect of social discomfort, are also addressed. Practical implications Service robots can reduce customers’ social discomfort in certain scenarios and influence their consumption behaviors. This finding offers actionable insights regarding the adoption of service robots in hospitality service encounters. Originality/value This research enhances the understanding of social discomfort in hospitality service encounters and expands the research on service robots. To the best of the authors’ knowledge, it is the first attempt to reveal the bright side of robots in service encounters from a dehumanization perspective.

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Section: Discussionmentioning

confidence: 99%

Section: Practical Implicationsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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I can be myself: robots reduce social discomfort in hospitality service encounters

Liu

Zhou

2023

IJCHM

Self Cite

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“…This, in turn, can evoke negative emotions such as dissatisfaction and sadness. Ultimately, these negative emotions negatively affect consumers' willingness to buy, which may reduce their overall willingness to buy [ 67 ]. In the context of e-commerce live-streaming, promoting live-streaming goods with limited-time discounts can create a sense of time pressure for consumers.…”

Section: Literature Review and Hypotheses Formulationmentioning

confidence: 99%

Relationship between time pressure and consumers' impulsive buying—Role of perceived value and emotions

Sun,

Zhang,

Zheng

2023

Heliyon

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“… Kim et al (2021) used experimental methods to study the impact of pandemic on service robot acceptance from the perspective of health crisis. Similarly, Kang et al (2022) used experiments to explore how disease contagion cues shape customers’ willingness to adopt service robots.…”

Section: Literature Reviewmentioning

confidence: 99%

Factors influencing consumers’ willingness to accept service robots: Based on online reviews of Chinese hotels

Chen

Shao

et al. 2022

Front. Psychol.

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The application of robots in service industry is increasing. Compared with related studies in other countries, the research on users’ acceptance of mid-range and high-range hotel service robots in China is preliminary. Based on the interaction between Chinese consumers and hotel service robots, this study explored the factors that influence consumers’ willingness to accept robots in human–robot interaction. According to the service robot integration willingness scale (performance efficacy, intrinsic motivation, anthropomorphism, social influence, facilitating conditions, and emotion), this study conducted content analysis and sentiment analysis on 4,107 online reviews from 68 mid-range and high-range hotels in Qunar. The results showed that users’ overall evaluation of robot service in mid-range and high-range hotels is positive. The most frequently mentioned dimension by users is performance efficacy, followed by intrinsic motivation, anthropomorphism, and emotion, finally, the facilitating conditions, the five dimensions have positive impact on users’ evaluation of service robots; the influence of social influence on human–robot interaction evaluation has not been found. This study supplements the research on service robot and provides a reference for hotel managers to make decisions.

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Do contagion cues shape customers’ willingness to adopt hospitality service robots?

Cited by 15 publications

References 57 publications

I can be myself: robots reduce social discomfort in hospitality service encounters

I can be myself: robots reduce social discomfort in hospitality service encounters

Relationship between time pressure and consumers' impulsive buying—Role of perceived value and emotions

Factors influencing consumers’ willingness to accept service robots: Based on online reviews of Chinese hotels

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