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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 |
Appears in Collections: | Staff Publications Elements |
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Kim, So & Wirtz, 2022, Robot-Human Interactions, Tourism Mgmt.pdf | 3.32 MB | Adobe PDF | CLOSED | Published |
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