Please use this identifier to cite or link to this item: https://doi.org/10.1016/j.tourman.2022.104537
DC FieldValue
dc.titleService robots: Applying social exchange theory to better understand human-robot interactions
dc.contributor.authorKim, Hyunsu
dc.contributor.authorSo, Kevin Kam Fung
dc.contributor.authorWirtz, Jochen
dc.date.accessioned2023-10-11T01:13:41Z
dc.date.available2023-10-11T01:13:41Z
dc.date.issued2022-10
dc.identifier.citationKim, 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
dc.identifier.issn0261-5177,1879-3193
dc.identifier.urihttps://scholarbank.nus.edu.sg/handle/10635/245225
dc.description.abstractDespite 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.
dc.language.isoen
dc.publisherELSEVIER SCI LTD
dc.sourceElements
dc.subjectScience & Technology
dc.subjectSocial Sciences
dc.subjectLife Sciences & Biomedicine
dc.subjectEnvironmental Studies
dc.subjectHospitality, Leisure, Sport & Tourism
dc.subjectManagement
dc.subjectEnvironmental Sciences & Ecology
dc.subjectSocial Sciences - Other Topics
dc.subjectBusiness & Economics
dc.subjectService robots
dc.subjectSocial exchange theory
dc.subjectHuman-robot interaction
dc.subjectRapport
dc.subjectTrust
dc.subjectUniqueness neglect
dc.subjectTOURISM
dc.subjectSATISFACTION
dc.subjectPERSPECTIVE
dc.subjectACCEPTANCE
dc.subjectVARIABLES
dc.subjectVALIDITY
dc.subjectINDUSTRY
dc.subjectTRUST
dc.typeArticle
dc.date.updated2023-10-10T13:44:50Z
dc.contributor.departmentDEAN'S OFFICE (BIZ)
dc.description.doi10.1016/j.tourman.2022.104537
dc.description.sourcetitleTOURISM MANAGEMENT
dc.description.volume92
dc.published.statePublished
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