文献类型： 外文期刊

作者： Song, Xiaoxiao;Li, Yunpeng;Leung, Xi Yu;Mei, Dong;Lira-Chirif, Andres;Raugei, Marco;Dyson, Anna

作者机构：

关键词： Stereotype content model;Robot anthropomorphism;Warmth;Competence;Guest expertise

期刊名称： TOURISM REVIEW

ISSN： 1660-5373

年卷期： 2023 年

页码：

收录情况： SSCI（2023版）

摘要： Purpose - Drawing on anthropomorphism and the stereotype content model, this study aims to explore the impacts of robot anthropomorphism on hotel guests' word of mouth and continuous usage intention through perceived warmth and competence. This study also investigates the moderating effects of guests' expertise.Design/methodology/approach - A total of 524 valid data was collected with Chinese hotel guest through an online survey. Data were analyzed by using structural equation modeling.Findings - The results indicate that robot anthropomorphism positively affects perceived warmth and competence. Perceived warmth positively affects guests' word of mouth and continuous usage intention, while perceived competence only positively influences guests' continuous usage intention. The findings further show that guest expertise weakens the positive relationship between robot anthropomorphism and perceived warmth and competence.Originality/value - This study advances robot service literature by integrating the stereotype content model with robot anthropomorphism in exploring hotel guests' perceptions on service robots. This study also discovers the vital boundary role of guest characteristics in human-robot interaction. This study provides valuable information for hoteliers to design and adopt better robots for optimal guest experiences.

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