IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v14y2022i23p16102-d991148.html
   My bibliography  Save this article

What Affects the Acceptance and Use of Hotel Service Robots by Elderly Customers?

Author

Listed:
  • Tianyang Huang

    (School of Mechanical Engineering, Guangdong Ocean University, Zhanjiang 524091, China)

Abstract

Against the realistic backdrop of the COVID-19 pandemic and an aging population, emerging robot technology provides a new path for the development of high-quality hotel service. However, little is known about elderly customers’ acceptance and use of hotel service robots. This study explores factors that affect elderly customers’ acceptance and use of hotel service robots. From the perspective of perception and emotion, based on the technology acceptance model and quality service theory, a hotel service robot acceptance model was constructed for this study, and a structural equation model was used to analyze the data from 218 interviews. The results show that empathy, perceived value, perceived usefulness and perceived ease of use directly affected the elderly customers’ intention to use robots. Perceived trust indirectly affected the use intention through perceived usefulness and perceived ease of use. This study provided a theoretical basis for user behaviors regarding hotel service robots and provided guidance for the research and development of hotel service robots and the marketing promotion of hotel managers, which would promote the healthy development of service robots and related industries, such as the hotel service industry.

Suggested Citation

  • Tianyang Huang, 2022. "What Affects the Acceptance and Use of Hotel Service Robots by Elderly Customers?," Sustainability, MDPI, vol. 14(23), pages 1-17, December.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:23:p:16102-:d:991148
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/14/23/16102/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/14/23/16102/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. John Hulland, 1999. "Use of partial least squares (PLS) in strategic management research: a review of four recent studies," Strategic Management Journal, Wiley Blackwell, vol. 20(2), pages 195-204, February.
    2. Wynne W. Chin & Barbara L. Marcolin & Peter R. Newsted, 2003. "A Partial Least Squares Latent Variable Modeling Approach for Measuring Interaction Effects: Results from a Monte Carlo Simulation Study and an Electronic-Mail Emotion/Adoption Study," Information Systems Research, INFORMS, vol. 14(2), pages 189-217, June.
    3. Hye Jin Sung & Hyeon Mo Jeon, 2020. "Untact: Customer’s Acceptance Intention toward Robot Barista in Coffee Shop," Sustainability, MDPI, vol. 12(20), pages 1-16, October.
    4. Tao Zhou & Yaobin Lu & Bin Wang, 2010. "Exploring user acceptance of WAP services from the perspectives of perceived value and trust," International Journal of Information Technology and Management, Inderscience Enterprises Ltd, vol. 9(3), pages 302-316.
    5. Howard, Daniel J & Gengler, Charles, 2001. "Emotional Contagion Effects on Product Attitudes," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 28(2), pages 189-201, September.
    6. Stanislav Ivanov & Faruk Seyitoğlu & Martina Markova, 2020. "Hotel managers’ perceptions towards the use of robots: a mixed-methods approach," Information Technology & Tourism, Springer, vol. 22(4), pages 505-535, December.
    7. Daniel Belanche & Luis V. Casaló & Carlos Flavián, 2021. "Frontline robots in tourism and hospitality: service enhancement or cost reduction?," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(3), pages 477-492, September.
    8. Jin-Woo Park & Rodger Robertson & Cheng-Lung Wu, 2006. "Modelling the Impact of Airline Service Quality and Marketing Variables on Passengers’ Future Behavioural Intentions," Transportation Planning and Technology, Taylor & Francis Journals, vol. 29(5), pages 359-381, July.
    9. Chuah, Stephanie Hui-Wen & Yu, Joanne, 2021. "The future of service: The power of emotion in human-robot interaction," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    10. Subhodeep Mukherjee & Manish Mohan Baral & Chittipaka Venkataiah & Surya Kant Pal & Ramji Nagariya, 2021. "Service robots are an option for contactless services due to the COVID-19 pandemic in the hotels," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 48(4), pages 445-460, December.
    11. Wang, Yu-Yin & Wang, Yi-Shun & Lin, Tung-Ching, 2018. "Developing and validating a technology upgrade model," International Journal of Information Management, Elsevier, vol. 38(1), pages 7-26.
    12. Ieva Meidute-Kavaliauskiene & Şemsettin Çiğdem & Bülent Yıldız & Sigitas Davidavicius, 2021. "The Effect of Perceptions on Service Robot Usage Intention: A Survey Study in the Service Sector," Sustainability, MDPI, vol. 13(17), pages 1-18, August.
    13. Takanori Shibata & Lillian Hung & Sandra Petersen & Kate Darling & Kaoru Inoue & Katharine Martyn & Yoko Hori & Geoffrey Lane & Davis Park & Ruth Mizoguchi & Chihiro Takano & Sarah Harper & George W. , 2021. "PARO as a Biofeedback Medical Device for Mental Health in the COVID-19 Era," Sustainability, MDPI, vol. 13(20), pages 1-17, October.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. de Kervenoael, Ronan & Schwob, Alexandre & Hasan, Rajibul & Psylla, Evangelia, 2024. "SIoT robots and consumer experiences in retail: Unpacking repeat purchase intention drivers leveraging computers are social actors (CASA) paradigm," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    2. Stanislav Ivanov & Craig Webster & Faruk Seyitoğlu, 2023. "Humans and/or robots? Tourists’ preferences towards the humans–robots mix in the service delivery system," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 195-231, March.
    3. Maggie Wang, Yazhu & Matook, Sabine & Dennis, Alan R., 2024. "Unintended consequences of humanoid service robots: A case study of public service organizations," Journal of Business Research, Elsevier, vol. 174(C).
    4. Gupta, Prashant & Seetharaman, A. & Raj, John Rudolph, 2013. "The usage and adoption of cloud computing by small and medium businesses," International Journal of Information Management, Elsevier, vol. 33(5), pages 861-874.
    5. Asif Khan & Chih-Cheng Chen & Kwanrat Suanpong & Athapol Ruangkanjanases & Santhaya Kittikowit & Shih-Chih Chen, 2021. "The Impact of CSR on Sustainable Innovation Ambidexterity: The Mediating Role of Sustainable Supply Chain Management and Second-Order Social Capital," Sustainability, MDPI, vol. 13(21), pages 1-25, November.
    6. Teller, Christoph & Kotzab, Herbert & Grant, David B., 2012. "The relevance of shopper logistics for consumers of store-based retail formats," Journal of Retailing and Consumer Services, Elsevier, vol. 19(1), pages 59-66.
    7. Kawai, Norifumi & Chung, Chul, 2019. "Expatriate utilization, subsidiary knowledge creation and performance: The moderating role of subsidiary strategic context," Journal of World Business, Elsevier, vol. 54(1), pages 24-36.
    8. Subhodeep Mukherjee & Manish Mohan Baral & Chittipaka Venkataiah & Surya Kant Pal & Ramji Nagariya, 2021. "Service robots are an option for contactless services due to the COVID-19 pandemic in the hotels," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 48(4), pages 445-460, December.
    9. Al-Baraa Abdulrahman Al-Mekhlafi & Idris Othman & Ahmed Farouk Kineber & Ahmad A. Mousa & Ahmad M. A. Zamil, 2022. "Modeling the Impact of Massive Open Online Courses (MOOC) Implementation Factors on Continuance Intention of Students: PLS-SEM Approach," Sustainability, MDPI, vol. 14(9), pages 1-15, April.
    10. A. Q. Adeleke & A. Y. Bahaudin & A. M. Kamaruddeen, 2018. "Organizational Internal Factors and Construction Risk Management among Nigerian Construction Companies," Global Business Review, International Management Institute, vol. 19(4), pages 921-938, August.
    11. Yadgar Taha M. Hamakhan, 2020. "The effect of individual factors on user behaviour and the moderating role of trust: an empirical investigation of consumers’ acceptance of electronic banking in the Kurdistan Region of Iraq," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 6(1), pages 1-29, December.
    12. Hedaya Abusafiya & Saad Suliman, 2017. "Causes and Effects of Cost Overrun on Construction Project in Bahrain: Part 2 (PLS-SEM Path Modelling)," Modern Applied Science, Canadian Center of Science and Education, vol. 11(7), pages 1-28, July.
    13. Elbashir, Mohamed Z. & Collier, Philip A. & Davern, Michael J., 2008. "Measuring the effects of business intelligence systems: The relationship between business process and organizational performance," International Journal of Accounting Information Systems, Elsevier, vol. 9(3), pages 135-153.
    14. Suning Zhu & Ashish Gupta & David Paradice & Casey Cegielski, 2019. "Understanding the Impact of Immersion and Authenticity on Satisfaction Behavior in Learning Analytics Tasks," Information Systems Frontiers, Springer, vol. 21(4), pages 791-814, August.
    15. Ahmad Faiz Yaakob & Hazlina Mohd Padil & Aida Abdullah & Shahidah Abdul Razak & Asri Salleh, 2024. "An Assessment of Determinants of Political Interests among University Students: A Case Study of Universiti Teknologi MARA Malaysia," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(7), pages 1478-1488, July.
    16. Küster, Inés & Pascual, Juan J., 2021. "Non-monetary price perceived in e-peer-to peer accommodation. Airbnb guests’ perspective," Cuadernos de Gestión, Universidad del País Vasco - Instituto de Economía Aplicada a la Empresa (IEAE).
    17. Liu, Sen & Chan, Felix T.S. & Yang, Junai & Niu, Ben, 2018. "Understanding the effect of cloud computing on organizational agility: An empirical examination," International Journal of Information Management, Elsevier, vol. 43(C), pages 98-111.
    18. Sahar Ahmadian & Somayeh Abdolmaleki, 2018. "Network typology and international opportunity recognition: moderating role of entrepreneurial orientation," Journal of Global Entrepreneurship Research, Springer;UNESCO Chair in Entrepreneurship, vol. 8(1), pages 1-15, December.
    19. Merschmann, Ulf & Thonemann, Ulrich W., 2011. "Supply chain flexibility, uncertainty and firm performance: An empirical analysis of German manufacturing firms," International Journal of Production Economics, Elsevier, vol. 130(1), pages 43-53, March.
    20. Wu, Jen-Her & Kao, Hao-Yun & Sambamurthy, Vallabh, 2016. "The integration effort and E-health compatibility effect and the mediating role of E-health synergy on hospital performance," International Journal of Information Management, Elsevier, vol. 36(6), pages 1288-1300.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:14:y:2022:i:23:p:16102-:d:991148. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.