The role of robots in the service industry : Factors affecting human-robot interactions

Journal article

Moriuchi, Emi and Murdy, Samantha. (2024). The role of robots in the service industry : Factors affecting human-robot interactions. International Journal of Hospitality Management. 118, p. Article 103682. https://doi.org/10.1016/j.ijhm.2023.103682
AuthorsMoriuchi, Emi and Murdy, Samantha
Abstract

Robot use in the service industry has been gaining momentum, not only for potential cost reduction reasons, but to allow establishments to improve their service quality. However, little work has been conducted on customers’ intention to dine at a restaurant based on the congruency of the robots and the establishments, the task complexity and the likeability of the robots. Three studies were conducted through an experimental design. We investigated the mediating role of anthropomorphism on customers’ intention to dine (Study 1), and the role of service establishment type (Study 2). We also considered task complexity to be delivered by robots (Study 3ab). We find that customers prefer human-delivered services but are willing to dine at a casual service establishment that uses robots. Furthermore, customers favor the use of robots as an opportunity for human employees to level up their job rather than as a substitute.

Keywordsservice robots; consumer behavior; artificial intelligence; anthropomorphism
Year2024
JournalInternational Journal of Hospitality Management
Journal citation118, p. Article 103682
PublisherElsevier Ltd
ISSN0278-4319
Digital Object Identifier (DOI)https://doi.org/10.1016/j.ijhm.2023.103682
Scopus EID2-s2.0-85182572432
Page range1-11
Publisher's version
License
All rights reserved
File Access Level
Controlled
Output statusPublished
Publication dates
Online13 Jan 2024
Publication process dates
Accepted27 Dec 2023
Deposited03 Jun 2025
Additional information

© 2023 Elsevier Ltd. All rights reserved.

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