Creepy vs. cool: Switching from human staff to service robots in the hospitality industry

被引:22
|
作者
Kang, Sung-Eun [1 ]
Koo, Chulmo [2 ]
Chung, Namho [3 ]
机构
[1] Kyung Hee Univ, Smart Tourism Res Ctr, 26 Kyungheedae Ro, Seoul 02447, South Korea
[2] Kyung Hee Univ, Coll Hotel & Tourism Management, Smart Tourism Educ Platform STEP, 26 Kyungheedae Ro, Seoul 02447, South Korea
[3] Kyung Hee Univ, Smart Tourism Educ Platform STEP, 26, Kyungheedae Ro, Seoul 02447, South Korea
基金
新加坡国家研究基金会;
关键词
Service robots; Perceived creepiness; Perceived coolness; Push-pull mooring model; Value-based adoption model; Switching behavior; Multi-group Analysis (MGA); VALUE-BASED ADOPTION; PERCEIVED VALUE; SOCIAL MEDIA; BEHAVIOR; PERSPECTIVE; INTENTIONS; EMPLOYEES; FRAMEWORK; QUALITY; ECONOMY;
D O I
10.1016/j.ijhm.2023.103479
中图分类号
F [经济];
学科分类号
02 ;
摘要
As service robots are becoming more human-looking, people are beginning to perceive robots as creepy in one way but cool in another. This study investigates how the trade-off effects of 'creepiness' and 'coolness' affect the perceived values relating to switching intentions to service robots. The study converged the value-based adoption model (VAM) and push-pull mooring model (PPM) to examine the antecedents of switching intentions and employed a combination of video/scenario-based experimental surveys. Structural analysis of the three groups (e.g., machine-like, semi-human-like, and human-like service robots) revealed that perceived creepiness and perceived coolness both had an impact on perceived value, which, in turn, linked to switching intention from human staff to service robots. Hence, regardless of service types, both negative and positive perceptions co-exist in consumer mindsets. This study provides theoretical and practical implications for three different types of service robots.
引用
收藏
页数:18
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