000095576 001__ 95576
000095576 005__ 20230519145354.0
000095576 0247_ $$2doi$$a10.1007/s12525-020-00432-5
000095576 0248_ $$2sideral$$a119781
000095576 037__ $$aART-2021-119781
000095576 041__ $$aeng
000095576 100__ $$0(orcid)0000-0002-2291-1409$$aBelanche, Daniel$$uUniversidad de Zaragoza
000095576 245__ $$aFrontline robots in tourism and hospitality: service enhancement or cost reduction?
000095576 260__ $$c2021
000095576 5060_ $$aAccess copy available to the general public$$fUnrestricted
000095576 5203_ $$aRobots are being implemented in many frontline services, from waiter robots in restaurants to robotic concierges in hotels. A growing number of firms in hospitality and tourism industries introduce service robots to reduce their operational costs and to provide customers with enhanced services (e.g. greater convenience). In turn, customers may consider that such a disruptive innovation is altering the established conditions of the service-provider relationship. Based on attribution theory, this research explores how customers’ attributions about the firm motivations to implement service robots (i.e. cost reduction and service enhancement) are affecting customers’ intentions to use and recommend this innovation. Following previous research on robot’s acceptance, our research framework analyzes how these attributions may be shaped by customers’ perceptions of robot’s human-likeness and their affinity with the robot. Structural equation modelling is used to analyze data collected from 517 customers evaluating service robots in the hospitality industry; results show that attributions mediate the relationships between affinity toward the robot and customer behavioral intentions to use and recommend service robots. Specifically, customer’s affinity toward the service robot positively affects service improvement attribution, which in turn has a positive influence on customer behavioral intentions. In contrast, affinity negatively affects cost reduction attribution, which in turn has a negative effect on behavioral intentions. Finally, human-likeness has a positive influence on affinity. This research provides practitioners with empirical evidence and guidance about the introduction of service robots and its relational implications in hospitality and tourism industries. Theoretical advances and future research avenues are also discussed.
000095576 540__ $$9info:eu-repo/semantics/openAccess$$aby$$uhttp://creativecommons.org/licenses/by/3.0/es/
000095576 590__ $$a6.017$$b2021
000095576 591__ $$aBUSINESS$$b58 / 155 = 0.374$$c2021$$dQ2$$eT2
000095576 591__ $$aMANAGEMENT$$b73 / 228 = 0.32$$c2021$$dQ2$$eT1
000095576 593__ $$aEconomics and Econometrics$$c2021$$dQ1
000095576 593__ $$aMarketing$$c2021$$dQ1
000095576 593__ $$aComputer Science Applications$$c2021$$dQ1
000095576 593__ $$aBusiness and International Management$$c2021$$dQ1
000095576 594__ $$a8.9$$b2021
000095576 592__ $$a1.033$$b2021
000095576 655_4 $$ainfo:eu-repo/semantics/article$$vinfo:eu-repo/semantics/publishedVersion
000095576 700__ $$0(orcid)0000-0002-9643-2814$$aCasaló, Luis V.$$uUniversidad de Zaragoza
000095576 700__ $$0(orcid)0000-0001-7118-9013$$aFlavián, Carlos$$uUniversidad de Zaragoza
000095576 7102_ $$14011$$2095$$aUniversidad de Zaragoza$$bDpto. Direc.Mark.Inves.Mercad.$$cÁrea Comerci.Investig.Mercados
000095576 773__ $$g31 (2021), 477–492$$pELECTRONIC MARKETS$$tELECTRONIC MARKETS$$x1019-6781
000095576 8564_ $$s988467$$uhttps://zaguan.unizar.es/record/95576/files/texto_completo.pdf$$yVersión publicada
000095576 8564_ $$s34501$$uhttps://zaguan.unizar.es/record/95576/files/texto_completo.jpg?subformat=icon$$xicon$$yVersión publicada
000095576 909CO $$ooai:zaguan.unizar.es:95576$$particulos$$pdriver
000095576 951__ $$a2023-05-18-13:30:15
000095576 980__ $$aARTICLE