IDEAS home Printed from https://ideas.repec.org/a/sae/sagope/v12y2022i2p21582440221099293.html
   My bibliography  Save this article

Effects of Resistance Barriers to Service Robots on Alternative Attractiveness and Intention to Use

Author

Listed:
  • Gyutae Lee
  • Yunsik Kim

Abstract

This study examined the effect of resistance barriers on alternative attractiveness of service robots and intention to use to explain the effect of innovation resistance against such robots on customer behavior. An online survey was conducted with South Korean customers who had used hotel rooms in the past year. This study tested its hypotheses with partial least squares–structural equation modeling. The results indicate that usage barriers related to customers’ familiarity with use and tradition as well as image barriers caused by psychological instability and decreased alternative attractiveness. However, the value and risk barriers based on technological level had no significant effect on alternative attractiveness. The results show that alternative attractiveness increases intention to use; however, alternative attractiveness affected by resistance barriers decreases intention to use. This study broadens the research scope by applying the innovation resistance theory to prior service robot literature with pro-innovation bias. Hospitality managers can refer to these results to design service environments that can lower the resistance barrier against using service robots.

Suggested Citation

  • Gyutae Lee & Yunsik Kim, 2022. "Effects of Resistance Barriers to Service Robots on Alternative Attractiveness and Intention to Use," SAGE Open, , vol. 12(2), pages 21582440221, May.
    • Handle: RePEc:sae:sagope:v:12:y:2022:i:2:p:21582440221099293
    DOI: 10.1177/21582440221099293
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/21582440221099293
    Download Restriction: no
    File URL: https://libkey.io/10.1177/21582440221099293?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Bonnin, Gaël, 2020. "The roles of perceived risk, attractiveness of the online store and familiarity with AR in the influence of AR on patronage intention," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    2. Sim, C.H. & Gan, F.F. & Chang, T.C., 2005. "Outlier Labeling With Boxplot Procedures," Journal of the American Statistical Association, American Statistical Association, vol. 100, pages 642-652, June.
    3. Min-Kyu Kwak & JeungSun Lee & Seong-Soo Cha, 2021. "Senior Consumer Motivations and Perceived Value of Robot Service Restaurants in Korea," Sustainability, MDPI, vol. 13(5), pages 1-15, March.
    4. Daeheon Choi & Chune Young Chung & Thou Seyha & Jason Young, 2020. "Factors Affecting Organizations’ Resistance to the Adoption of Blockchain Technology in Supply Networks," Sustainability, MDPI, vol. 12(21), pages 1-37, October.
    5. Picón, Araceli & Castro, Ignacio & Roldán, José L., 2014. "The relationship between satisfaction and loyalty: A mediator analysis," Journal of Business Research, Elsevier, vol. 67(5), pages 746-751.
    6. Inès Chouk & Zied Mani, 2019. "Factors for and against resistance to smart services: role of consumer lifestyle and ecosystem related variables," Post-Print hal-03711784, HAL.
    7. Ronan de Kervenoael & Rajibul Hasan & Alexandre Schwob & Edwin Goh, 2020. "Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots," Post-Print hal-02782265, HAL.
    8. Kuo, Ren-Zong, 2020. "Why do people switch mobile payment service platforms? An empirical study in Taiwan," Technology in Society, Elsevier, vol. 62(C).
    9. Daniel Belanche & Luis V. Casaló & Carlos Flavián & Jeroen Schepers, 2020. "Service robot implementation: a theoretical framework and research agenda," The Service Industries Journal, Taylor & Francis Journals, vol. 40(3-4), pages 203-225, March.
    10. Kyung Hwa Seo & Jee Hye Lee, 2021. "The Emergence of Service Robots at Restaurants: Integrating Trust, Perceived Risk, and Satisfaction," Sustainability, MDPI, vol. 13(8), pages 1-16, April.
    11. Elahe Kordi Ghasrodashti, 2018. "Explaining brand switching behavior using pull–push–mooring theory and the theory of reasoned action," Journal of Brand Management, Palgrave Macmillan, vol. 25(4), pages 293-304, July.
    12. Buil, Isabel & Martínez, Eva & Matute, Jorge, 2016. "From internal brand management to organizational citizenship behaviours: Evidence from frontline employees in the hotel industry," Tourism Management, Elsevier, vol. 57(C), pages 256-271.
    13. Tussyadiah, Iis P. & Zach, Florian J. & Wang, Jianxi, 2020. "Do travelers trust intelligent service robots?," Annals of Tourism Research, Elsevier, vol. 81(C).
    14. Ezlika Ghazali & Bang Nguyen & Dilip S. Mutum & Amrul Asraf Mohd-Any, 2016. "Constructing online switching barriers: examining the effects of switching costs and alternative attractiveness on e-store loyalty in online pure-play retailers," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(2), pages 157-171, May.
    15. Tussyadiah, Iis, 2020. "A review of research into automation in tourism: Launching the Annals of Tourism Research Curated Collection on Artificial Intelligence and Robotics in Tourism," Annals of Tourism Research, Elsevier, vol. 81(C).
    16. Necmi K. Avkiran & Christian M. Ringle (ed.), 2018. "Partial Least Squares Structural Equation Modeling," International Series in Operations Research and Management Science, Springer, number 978-3-319-71691-6, December.
    17. Matsuo, Makoto & Minami, Chieko & Matsuyama, Takuya, 2018. "Social influence on innovation resistance in internet banking services," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 42-51.
    18. Laukkanen, Tommi, 2016. "Consumer adoption versus rejection decisions in seemingly similar service innovations: The case of the Internet and mobile banking," Journal of Business Research, Elsevier, vol. 69(7), pages 2432-2439.
    19. Kaur, Puneet & Dhir, Amandeep & Singh, Naveen & Sahu, Ganesh & Almotairi, Mohammad, 2020. "An innovation resistance theory perspective on mobile payment solutions," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Villanueva Orbaiz, María Luisa & Arce-Urriza, Marta, 2024. "The role of active and passive resistance in new technology adoption by final consumers: The case of 3D printing," Technology in Society, Elsevier, vol. 77(C).
    2. Chawla, Umesh & Verma, Balraj & Mittal, Amit, 2024. "Resistance to O2O technology platform adoption among small retailers: The influence of visibility and discoverability," Technology in Society, Elsevier, vol. 76(C).
    3. Yunsik Kim, 2023. "Examining the Impact of Frontline Service Robots Service Competence on Hotel Frontline Employees from a Collaboration Perspective," Sustainability, MDPI, vol. 15(9), pages 1-19, May.

    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. Talwar, Shalini & Talwar, Manish & Kaur, Puneet & Dhir, Amandeep, 2020. "Consumers’ resistance to digital innovations: A systematic review and framework development," Australasian marketing journal, Elsevier, vol. 28(4), pages 286-299.
    2. Huang, Dan & Jin, Xin & Coghlan, Alexandra, 2021. "Advances in consumer innovation resistance research: A review and research agenda," Technological Forecasting and Social Change, Elsevier, vol. 166(C).
    3. Chawla, Umesh & Verma, Balraj & Mittal, Amit, 2024. "Resistance to O2O technology platform adoption among small retailers: The influence of visibility and discoverability," Technology in Society, Elsevier, vol. 76(C).
    4. 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.
    5. Liu, Xing (Stella) & Yi, Xiao (Shannon) & Wan, Lisa C., 2022. "Friendly or competent? The effects of perception of robot appearance and service context on usage intention," Annals of Tourism Research, Elsevier, vol. 92(C).
    6. van Esch, Patrick & Cui, Yuanyuan (Gina) & Das, Gopal & Jain, Shailendra Pratap & Wirtz, Jochen, 2022. "Tourists and AI: A political ideology perspective," Annals of Tourism Research, Elsevier, vol. 97(C).
    7. 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.
    8. Faten Baklouti & Fayçal Boukamcha, 2024. "Consumer resistance to internet banking services: implications for the innovation resistance theory," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(2), pages 364-376, June.
    9. Manthiou, Aikaterini & Klaus, Phil, 2022. "The interplaying factors of the robotic tourism experience: The customer journey's touchpoints, context, and qualities," Technological Forecasting and Social Change, Elsevier, vol. 177(C).
    10. Lv, Xingyang & Shi, Kewei & He, Yueying & Ji, Yingchao & Lan, Tian, 2024. "My colleague is not “human”: Will working with robots make you act more indifferently?," Journal of Business Research, Elsevier, vol. 176(C).
    11. Fu, Shihui & Xue, Kunkun & Yang, Mengya & Wang, Xiaona, 2023. "An exploratory study on users' resistance to mobile app updates: Using netnography and fsQCA," Technological Forecasting and Social Change, Elsevier, vol. 191(C).
    12. Villanueva Orbaiz, María Luisa & Arce-Urriza, Marta, 2024. "The role of active and passive resistance in new technology adoption by final consumers: The case of 3D printing," Technology in Society, Elsevier, vol. 77(C).
    13. Mehmood, Khalid & Kautish, Pradeep & Shah, Tejas R., 2024. "Embracing digital companions: Unveiling customer engagement with anthropomorphic AI service robots in cross-cultural context," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    14. Hew, Jun-Jie & Lee, Voon-Hsien & Leong, Lai-Ying, 2023. "Why do mobile consumers resist mobile commerce applications? A hybrid fsQCA-ANN analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    15. Borghi, Matteo & Mariani, Marcello M., 2022. "The role of emotions in the consumer meaning-making of interactions with social robots," Technological Forecasting and Social Change, Elsevier, vol. 182(C).
    16. Jebarajakirthy, Charles & Shankar, Amit, 2021. "Impact of online convenience on mobile banking adoption intention: A moderated mediation approach," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    17. 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.
    18. Arghya Ray & Muskan Jain & Lan Ma & Khalid Hussain Alhamzi & Ananya Ray & Long She, 2024. "The impact of personality traits, barriers and gamification on Gen X continuance intention for mobile credit bill payment apps," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 1154-1174, September.
    19. Mahavarpour, Nasrin & Marvi, Reza & Foroudi, Pantea, 2023. "A Brief History of Service Innovation: The evolution of past, present, and future of service innovation," Journal of Business Research, Elsevier, vol. 160(C).
    20. Zhong, Lina & Verma, Rohit & Wei, Wenqi & Morrsion, Alastair M. & Yang, Liyu, 2022. "Multi-stakeholder perspectives on the impacts of service robots in urban hotel rooms," Technology in Society, Elsevier, vol. 68(C).

    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:sae:sagope:v:12:y:2022:i:2:p:21582440221099293. 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: SAGE Publications (email available below). General contact details of provider: .

    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.