Artificially intelligent device use in service delivery: A systematic review, synthesis, and research agenda
This study undertakes a systematic review of Artificial Intelligence and its applications to
service encounters and the hospitality industry by reviewing publications that (1) mainly …
service encounters and the hospitality industry by reviewing publications that (1) mainly …
Attitudes toward service robots: analyses of explicit and implicit attitudes based on anthropomorphism and construal level theory
Purpose Building on both the uncanny valley and construal level theories, the analyses
detailed in this paper aims to address customers' explicit and implicit attitudes toward …
detailed in this paper aims to address customers' explicit and implicit attitudes toward …
Robots or frontline employees? Exploring customers' attributions of responsibility and stability after service failure or success
Robots or frontline employees? Exploring customers’ attributions of responsibility and
stability after service failure or success | Emerald Insight Books and journals Case studies …
stability after service failure or success | Emerald Insight Books and journals Case studies …
Influence of robots service quality on customers' acceptance in restaurants
Purpose This study aims to examine the impact of AI service robots on restaurant customers'
engagement and acceptance and the moderating role of robot anthropomorphism on the …
engagement and acceptance and the moderating role of robot anthropomorphism on the …
Service robots in full-and limited-service restaurants: Extending technology acceptance model
As the role of service robots has become increasingly important in service encounters,
existing literature has widely adopted the technology acceptance model to understand …
existing literature has widely adopted the technology acceptance model to understand …
[HTML][HTML] The role of emotions in the consumer meaning-making of interactions with social robots
M Borghi, MM Mariani - Technological Forecasting and Social Change, 2022 - Elsevier
The interaction with social robots is supposed to be a unique and emotionally charged
activity. Based on the diffusion of innovations literature, subjective feelings represent a driver …
activity. Based on the diffusion of innovations literature, subjective feelings represent a driver …
[HTML][HTML] Does the implementation of robots in hotels influence the overall tripadvisor rating? A text mining analysis from the Industry 5.0 approach
A Orea-Giner, L Fuentes-Moraleda… - Tourism …, 2022 - Elsevier
This research explores the relationship between customers' emotions and sentiments
generated by the interaction with robots in hotels and the potential effect on the hotel's …
generated by the interaction with robots in hotels and the potential effect on the hotel's …
Customer emotions in service robot encounters: A hybrid machine-human intelligence approach
Understanding consumer emotions arising from robot-customers encounters and shared
through online reviews is critical for forecasting consumers' intention to adopt service robots …
through online reviews is critical for forecasting consumers' intention to adopt service robots …
Attitudes of hotel customers towards the use of service robots in hospitality service encounters
This study aims to identify whether hotel guests' attitudes towards robots serving at hotels
show differences according to their gender, level of education, generation, and the continent …
show differences according to their gender, level of education, generation, and the continent …
Impact of anthropomorphic features of artificially intelligent service robots on consumer acceptance: moderating role of sense of humor
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 …
anthropomorphic features of an artificial intelligence service robot on the cognitive and …