Purpose This study aims to investigate the impact of both physical and personality-related
anthropomorphic features of an artificial intelligence service robot on the cognitive and …

Recent advancements in artificial intelligence (AI) and the emergence of AI‐based social
applications in the market have propelled research on the possibility of consumers …

Purpose Recent service studies suggest focusing on the service triad consisting of
technology-customer-frontline employee (FLE). This study empirically investigates the role of …

Purpose Chatbot users' communication experience with disembodied conversational agents
was compared with instant messaging (IM) users' communication experience with human …

Purpose Drawing on the cognitive–affective–conative framework, this study aims to develop
a model of service robot acceptance in the hospitality sector by incorporating both cognitive …

The use of robots in hospitality and tourism is rapidly evolving. Restaurants progressively
include robots as part of their staff, not only as waiters but also as chefs. The robotization of …

Purpose This paper aims to analyze if and to what extent mechanical artificial intelligence
(AI)-embedded in hotel service robots-influences customers' evaluation of AI-enabled hotel …

Purpose This paper aims to investigate potential consumers' willingness to pay for robot-
delivered services in travel, tourism and hospitality, and the factors that shape their …

Although service robots with anthropomorphic designs are widely used in the tourism and
hospitality industry, there are mixed research findings about the effect of service robot …

Chatbots incorporate various behavioral and psychological marketing elements to satisfy
customers at various stages of their purchase journey. This research follows the foundations …