Please use this identifier to cite or link to this item: https://doi.org/10.1016/j.tourman.2022.104537
Title: Service robots: Applying social exchange theory to better understand human-robot interactions
Authors: Kim, Hyunsu
So, Kevin Kam Fung
Wirtz, Jochen 
Keywords: Science & Technology
Social Sciences
Life Sciences & Biomedicine
Environmental Studies
Hospitality, Leisure, Sport & Tourism
Management
Environmental Sciences & Ecology
Social Sciences - Other Topics
Business & Economics
Service robots
Social exchange theory
Human-robot interaction
Rapport
Trust
Uniqueness neglect
TOURISM
SATISFACTION
PERSPECTIVE
ACCEPTANCE
VARIABLES
VALIDITY
INDUSTRY
TRUST
Issue Date: Oct-2022
Publisher: ELSEVIER SCI LTD
Citation: Kim, Hyunsu, So, Kevin Kam Fung, Wirtz, Jochen (2022-10). Service robots: Applying social exchange theory to better understand human-robot interactions. TOURISM MANAGEMENT 92. ScholarBank@NUS Repository. https://doi.org/10.1016/j.tourman.2022.104537
Abstract: Despite service robots' importance in the tourism industry, few studies have investigated human–robot interaction from a reciprocal exchange perspective. This paper applies social exchange theory to the context of human–robot interaction along with relational and psychological states based on two empirical studies with two service robots (i.e., Pepper and Connie) in hotel settings. Findings reveal significant positive effects of perceived intelligence, perceived social presence, and perceived social interactivity on trust, leading to usage intentions. Similarly, perceived social presence and perceived social interactivity are positively related to rapport, driving usage intentions. Perceived intelligence and perceived social interactivity negatively lead to uniqueness neglect to contribute to usage intentions. We additionally identify mediating roles of rapport, trust, and uniqueness neglect in the relationships between human–robot attributes and usage intentions. Our results deliver key insight into how human–robot interaction attributes influence users’ relational and psychological states and subsequent usage intentions.
Source Title: TOURISM MANAGEMENT
URI: https://scholarbank.nus.edu.sg/handle/10635/245225
ISSN: 0261-5177,1879-3193
DOI: 10.1016/j.tourman.2022.104537
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