The Emergence of Service Robots at Restaurants: Integrating Trust, Perceived Risk, and Satisfaction
| Autor: | Jee Hye Lee, Kyung Hwa Seo |
|---|---|
| Jazyk: | angličtina |
| Rok vydání: | 2021 |
| Předmět: |
Geography
Planning and Development lcsh:TJ807-830 lcsh:Renewable energy sources Management Monitoring Policy and Law PU PEOU Hospitality 0502 economics and business Marketing revisit intention lcsh:Environmental sciences Service robot Service (business) lcsh:GE1-350 Renewable Energy Sustainability and the Environment business.industry lcsh:Environmental effects of industries and plants service robot 05 social sciences satisfaction Usability trust perceived risk Risk perception lcsh:TD194-195 TAM Robot 050211 marketing Technology acceptance model business Psychology Indirect impact 050212 sport leisure & tourism |
| Zdroj: | Sustainability Volume 13 Issue 8 Sustainability, Vol 13, Iss 4431, p 4431 (2021) |
| ISSN: | 2071-1050 |
| DOI: | 10.3390/su13084431 |
| Popis: | As various types of robots increasingly influence consumers’ service experiences, companies need to consider how to be competitive in this new artificial intelligence and service automation business environment. However, only limited studies have investigated the factors involved in consumer behaviors toward robot restaurant visitors and their impacts. This study integrates trust, the perceived risk, and satisfaction with the well-known Technology Acceptance Model’s (TAM) original constructs (perceived usefulness, perceived ease of use, and acceptance) in the robot service restaurant setting. A scenario-based online survey was performed on 338 respondents. Structural equational modeling shows the direct impact of PU (perceived usefulness) and the indirect impact of PEOU (perceived ease of use) on consumers’ revisit intention to robot restaurants. Trust significantly increases PU and PEOU toward a service robot, and increased trust in robot service decreases the perceived risk as well as increases satisfaction. Further, perceived risk decreases satisfaction and revisit intention. The study provides useful information for hospitality marketers to acknowledge how consumers accept robot service and better understand the key drivers of robot restaurant revisit intention. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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