Taking a systematic literature review approach, this study examines research on service
robot adoption from hospitality employees' perspectives. The findings reveal the current …

摘要根据行业报告， 基于人工智能的聊天机器人可以改变在线客户服务。 尽管企业越来越多地
实施聊天机器人来自动化客户服务， 但消费者信任和接受度的缺乏继续引起担忧 …

This study addresses two critical research gaps in human-robot interaction (HRI): the limited
systematic research on the role of trust in customers' acceptance of artificially intelligent (AI) …

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 present study compares the influence of text‐based recommendations; traditionally
known as online consumer reviews, and the influence of voice‐based recommendations …

Interactional justice (eg, empathy) plays a crucial role in service recovery. It relies on human
social skills that would prevent it from automation. However, several considerations …

AI in service can be for routine mechanical tasks, analytical thinking tasks, or empathetic
feeling tasks. We provide a conceptual framework for the customer, firm, and interactional …

Purpose Customer service conversations are becoming increasingly digital and automated,
leaving service encounters impersonal. The purpose of this paper is to identify how …

Augmented reality (AR) can induce emotions among its users. However, emotional valence
is often studied with a singular focus (eg, enjoyment), which disregards and overlooks the …

Uncomfortable service interactions are ubiquitous in tourism and hospitality settings (eg,
returning a dish in a restaurant, ordering room service late at night, and complaining about …