IDEAS home Printed from https://ideas.repec.org/a/eee/tefoso/v198y2024ics0040162523006339.html
   My bibliography  Save this article

The impact of customer privacy concerns on service robot adoption intentions: A credence/experience service typology perspective

Author

Listed:
  • Yao, Qi
  • Hu, Chao
  • Zhou, Wenkai

Abstract

Customer privacy concerns and service scenarios are important influencing factors affecting the adoption of service robots. This research examines the mechanism and boundary conditions associated with the interaction effect between customers' privacy concerns and service type on their willingness to adopt service robots. Based on the “credence/experience” service classification, we conducted two scenario experiments and demonstrated that the interaction effect between privacy concerns and service type influences customers' willingness to adopt service robots. The findings suggest that individuals with high privacy concerns are less willing to utilize service robots in credence services (vs. experience services) than are individuals with low privacy concerns. Customer data vulnerability plays a mediating role in this relationship, which is moderated by personalization declaration. Theoretical and managerial implications are discussed.

Suggested Citation

  • Yao, Qi & Hu, Chao & Zhou, Wenkai, 2024. "The impact of customer privacy concerns on service robot adoption intentions: A credence/experience service typology perspective," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    • Handle: RePEc:eee:tefoso:v:198:y:2024:i:c:s0040162523006339
    DOI: 10.1016/j.techfore.2023.122948
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0040162523006339
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.techfore.2023.122948?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Kichan Nam & Christopher S. Dutt & Prakash Chathoth & Abdelkader Daghfous & M. Sajid Khan, 2021. "The adoption of artificial intelligence and robotics in the hotel industry: prospects and challenges," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(3), pages 553-574, September.
    2. Qi Yao & Zhangjian Wu & Wenkai Zhou, 2022. "The impact of social class and service type on preference for AI service robots," International Journal of Emerging Markets, Emerald Group Publishing Limited, vol. 17(4), pages 1049-1066, February.
    3. Scott A. Wright & Guang-Xin Xie, 2019. "Perceived Privacy Violation: Exploring the Malleability of Privacy Expectations," Journal of Business Ethics, Springer, vol. 156(1), pages 123-140, April.
    4. Grzegorz Mazurek & Karolina Małagocka, 2019. "Perception of privacy and data protection in the context of the development of artificial intelligence," Journal of Management Analytics, Taylor & Francis Journals, vol. 6(4), pages 344-364, October.
    5. Ying Ding & Hean Tat Keh, 2017. "Consumer reliance on intangible versus tangible attributes in service evaluation: the role of construal level," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 848-865, November.
    6. Daniel Belanche & Luis V. Casaló & Carlos Flavián & Jeroen Schepers, 2020. "Service robot implementation: a theoretical framework and research agenda," The Service Industries Journal, Taylor & Francis Journals, vol. 40(3-4), pages 203-225, March.
    7. Darby, Michael R & Karni, Edi, 1973. "Free Competition and the Optimal Amount of Fraud," Journal of Law and Economics, University of Chicago Press, vol. 16(1), pages 67-88, April.
    8. Barras, Richard, 1986. "Towards a theory of innovation in services," Research Policy, Elsevier, vol. 15(4), pages 161-173, August.
    9. Patricia Baudier & Elodie de Boissieu & Marie-Hélène Duchemin, 2023. "Source Credibility and Emotions generated by Robot and Human Influencers: The perception of luxury brand representatives," Post-Print hal-04314434, HAL.
    10. Song, Mengmeng & Xing, Xinyu & Duan, Yucong & Cohen, Jason & Mou, Jian, 2022. "Will artificial intelligence replace human customer service? The impact of communication quality and privacy risks on adoption intention," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    11. Jodie Ferguson & Pam Ellen & William Bearden, 2014. "Procedural and Distributive Fairness: Determinants of Overall Price Fairness," Journal of Business Ethics, Springer, vol. 121(2), pages 217-231, May.
    12. Chiang, Ai-Hsuan & Trimi, Silvana & Lo, Yu-Ju, 2022. "Emotion and service quality of anthropomorphic robots," Technological Forecasting and Social Change, Elsevier, vol. 177(C).
    13. Tamara Dinev & Paul Hart, 2006. "An Extended Privacy Calculus Model for E-Commerce Transactions," Information Systems Research, INFORMS, vol. 17(1), pages 61-80, March.
    14. Jin Sun & Hean Tat Keh & Angela Y. Lee, 2012. "The Effect of Attribute Alignability on Service Evaluation: The Moderating Role of Uncertainty," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 39(4), pages 831-847.
    15. Tan, Si Ying & Taeihagh, Araz & Tripathi, Abhas, 2021. "Tensions and antagonistic interactions of risks and ethics of using robotics and autonomous systems in long-term care," Technological Forecasting and Social Change, Elsevier, vol. 167(C).
    16. Khaksar, Seyed Mohammad Sadegh & Khosla, Rajiv & Chu, Mei Tai & Shahmehr, Fatemeh S., 2016. "Service Innovation Using Social Robot to Reduce Social Vulnerability among Older People in Residential Care Facilities," Technological Forecasting and Social Change, Elsevier, vol. 113(PB), pages 438-453.
    17. Na, Eunkyung & Jung, Yoonhyuk & Kim, Seongcheol, 2023. "How do care service managers and workers perceive care robot adoption in elderly care facilities?," Technological Forecasting and Social Change, Elsevier, vol. 187(C).
    18. Jenny Doorn & Janny Hoekstra, 2013. "Customization of online advertising: The role of intrusiveness," Marketing Letters, Springer, vol. 24(4), pages 339-351, December.
    19. Weiyin Hong & Frank K. Y. Chan & James Y. L. Thong, 2021. "Correction to: Drivers and Inhibitors of Internet Privacy Concern: A Multidimensional Development Theory Perspective," Journal of Business Ethics, Springer, vol. 171(4), pages 835-835, July.
    20. Liu, Yun & Wang, Xingyuan & Wang, Shuyang, 2022. "Research on service robot adoption under different service scenarios," Technology in Society, Elsevier, vol. 68(C).
    21. Sylvie Borau & Tobias Otterbring & Sandra Laporte & Samuel Fosso Wamba, 2021. "The most human bot: Female gendering increases humanness perceptions of bots and acceptance of AI," Post-Print hal-03648092, HAL.
    22. Borghi, Matteo & Mariani, Marcello M., 2022. "The role of emotions in the consumer meaning-making of interactions with social robots," Technological Forecasting and Social Change, Elsevier, vol. 182(C).
    23. Deborah L. Kellogg & Richard B. Chase, 1995. "Constructing an Empirically Derived Measure for Customer Contact," Management Science, INFORMS, vol. 41(11), pages 1734-1749, November.
    24. Ying, Shiyi & Huang, Youlin & Qian, Lixian & Song, Jinzhu, 2023. "Privacy paradox for location tracking in mobile social networking apps: The perspectives of behavioral reasoning and regulatory focus," Technological Forecasting and Social Change, Elsevier, vol. 190(C).
    25. Manthiou, Aikaterini & Klaus, Phil, 2022. "The interplaying factors of the robotic tourism experience: The customer journey's touchpoints, context, and qualities," Technological Forecasting and Social Change, Elsevier, vol. 177(C).
    26. Ming-Hui Huang & Roland T. Rust, 2017. "Technology-driven service strategy," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 906-924, November.
    27. Markus Blut & Cheng Wang & Nancy V. Wünderlich & Christian Brock, 2021. "Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI," Journal of the Academy of Marketing Science, Springer, vol. 49(4), pages 632-658, July.
    28. Weiyin Hong & Frank K. Y. Chan & James Y. L. Thong, 2021. "Drivers and Inhibitors of Internet Privacy Concern: A Multidimensional Development Theory Perspective," Journal of Business Ethics, Springer, vol. 168(3), pages 539-564, January.
    29. Mariani, Marcello & Borghi, Matteo, 2019. "Industry 4.0: A bibliometric review of its managerial intellectual structure and potential evolution in the service industries," Technological Forecasting and Social Change, Elsevier, vol. 149(C).
    30. Reis, João & Melão, Nuno & Salvadorinho, Juliana & Soares, Bárbara & Rosete, Ana, 2020. "Service robots in the hospitality industry: The case of Henn-na hotel, Japan," Technology in Society, Elsevier, vol. 63(C).
    31. Thomas Davenport & Abhijit Guha & Dhruv Grewal & Timna Bressgott, 2020. "How artificial intelligence will change the future of marketing," Journal of the Academy of Marketing Science, Springer, vol. 48(1), pages 24-42, January.
    32. Raquel Chocarro & Monica Cortinas & Maria Luisa Villanueva, 2021. "Different channels for different services: information sources for services with search, experience and credence attributes," The Service Industries Journal, Taylor & Francis Journals, vol. 41(3-4), pages 261-284, February.
    33. Baudier, Patricia & de Boissieu, Elodie & Duchemin, Marie-Hélène, 2023. "Source Credibility and Emotions generated by Robot and Human Influencers: The perception of luxury brand representatives," Technological Forecasting and Social Change, Elsevier, vol. 187(C).
    34. Hamid R. Nemati & Thomas Van Dyke, 2009. "Do Privacy Statements Really Work? The Effect of Privacy Statements and Fair Information Practices on Trust and Perceived Risk in E-Commerce," International Journal of Information Security and Privacy (IJISP), IGI Global, vol. 3(1), pages 45-64, January.
    35. Søraa, Roger Andre & Nyvoll, Pernille & Tøndel, Gunhild & Fosch-Villaronga, Eduard & Serrano, J. Artur, 2021. "The social dimension of domesticating technology: Interactions between older adults, caregivers, and robots in the home," Technological Forecasting and Social Change, Elsevier, vol. 167(C).
    36. Seyed Mohammad Sadegh Khaksar & Rajiv Khosla & Stephen Singaraju & Bret Slade, 2021. "Carer’s perception on social assistive technology acceptance and adoption: moderating effects of perceived risks," Behaviour and Information Technology, Taylor & Francis Journals, vol. 40(4), pages 337-360, March.
    37. Frank, Darius-Aurel & Otterbring, Tobias, 2023. "Being seen… by human or machine? Acknowledgment effects on customer responses differ between human and robotic service workers," Technological Forecasting and Social Change, Elsevier, vol. 189(C).
    38. Nick Hajli & Xiaolin Lin, 2016. "Exploring the Security of Information Sharing on Social Networking Sites: The Role of Perceived Control of Information," Journal of Business Ethics, Springer, vol. 133(1), pages 111-123, January.
    39. Caroline Lancelot Miltgen & Dominique Peyrat-Guillard, 2014. "Cultural and generational influences on privacy concerns: a qualitative study in seven European countries," European Journal of Information Systems, Taylor & Francis Journals, vol. 23(2), pages 103-125, March.
    40. Gursoy, Dogan & Chi, Oscar Hengxuan & Lu, Lu & Nunkoo, Robin, 2019. "Consumers acceptance of artificially intelligent (AI) device use in service delivery," International Journal of Information Management, Elsevier, vol. 49(C), pages 157-169.
    41. Paluch, Stefanie & Wirtz, Jochen, 2020. "Artificial Intelligence and Robots in the Service Encounter," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 4(1), pages 3-8.
    42. Ming-Hui Huang & Roland T. Rust, 2021. "A strategic framework for artificial intelligence in marketing," Journal of the Academy of Marketing Science, Springer, vol. 49(1), pages 30-50, January.
    43. Roland T. Rust & Ming-Hui Huang, 2014. "The Service Revolution and the Transformation of Marketing Science," Marketing Science, INFORMS, vol. 33(2), pages 206-221, March.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Ding, Bin & Li, Yameng & Miah, Shah & Liu, Wei, 2024. "Customer acceptance of frontline social robots—Human-robot interaction as boundary condition," Technological Forecasting and Social Change, Elsevier, vol. 199(C).
    2. Liu, Yun & Wang, Xingyuan & Wang, Shuyang, 2022. "Research on service robot adoption under different service scenarios," Technology in Society, Elsevier, vol. 68(C).
    3. Deng, Shichang & Zhang, Jingjing & Lin, Zhengnan & Li, Xiangqian, 2024. "Service staff makes me nervous: Exploring the impact of insecure attachment on AI service preference," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    4. Akter, Shahriar & Hossain, Md Afnan & Sajib, Shahriar & Sultana, Saida & Rahman, Mahfuzur & Vrontis, Demetris & McCarthy, Grace, 2023. "A framework for AI-powered service innovation capability: Review and agenda for future research," Technovation, Elsevier, vol. 125(C).
    5. Borghi, Matteo & Mariani, Marcello M., 2022. "The role of emotions in the consumer meaning-making of interactions with social robots," Technological Forecasting and Social Change, Elsevier, vol. 182(C).
    6. Arsenyan, Jbid & Mirowska, Agata & Piepenbrink, Anke, 2023. "Close encounters with the virtual kind: Defining a human-virtual agent coexistence framework," Technological Forecasting and Social Change, Elsevier, vol. 193(C).
    7. Ying, Shiyi & Huang, Youlin & Qian, Lixian & Song, Jinzhu, 2023. "Privacy paradox for location tracking in mobile social networking apps: The perspectives of behavioral reasoning and regulatory focus," Technological Forecasting and Social Change, Elsevier, vol. 190(C).
    8. Vishwakarma, Laxmi Pandit & Singh, Rajesh Kr & Mishra, Ruchi & Demirkol, Denizhan & Daim, Tugrul, 2024. "The adoption of social robots in service operations: A comprehensive review," Technology in Society, Elsevier, vol. 76(C).
    9. Dang, Ngoc Bich & Bertrandias, Laurent, 2023. "Social robots as healing aids: How and why powerlessness influences the intention to adopt social robots," Technological Forecasting and Social Change, Elsevier, vol. 196(C).
    10. Fink, Matthias & Maresch, Daniela & Gartner, Johannes, 2023. "Programmed to do good: The categorical imperative as a key to moral behavior of social robots," Technological Forecasting and Social Change, Elsevier, vol. 196(C).
    11. Gary Burkhardt & Frederic Boy & Daniele Doneddu & Nick Hajli, 2023. "Privacy Behaviour: A Model for Online Informed Consent," Journal of Business Ethics, Springer, vol. 186(1), pages 237-255, August.
    12. Fosso Wamba, Samuel & Queiroz, Maciel M. & Hamzi, Lotfi, 2023. "A bibliometric and multi-disciplinary quasi-systematic analysis of social robots: Past, future, and insights of human-robot interaction," Technological Forecasting and Social Change, Elsevier, vol. 197(C).
    13. Baudier, Patricia & de Boissieu, Elodie & Duchemin, Marie-Hélène, 2023. "Source Credibility and Emotions generated by Robot and Human Influencers: The perception of luxury brand representatives," Technological Forecasting and Social Change, Elsevier, vol. 187(C).
    14. Shengliang Zhang & Chaoying Huang & Xiaodong Li & Ai Ren, 2022. "Understanding Impacts of Service Robots with the Revised Gap Model," Sustainability, MDPI, vol. 14(5), pages 1-23, February.
    15. Khaksar, Seyed Mohammad Sadegh & Shahmehr, Fatemeh S. & Miah, Shah & Daim, Tugrul & Ozdemir, Dilek, 2024. "Privacy concerns versus personalisation benefits in social robot acceptance by employees: A paradox theory — Contingency perspective," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    16. Ertugrul Uysal & Sascha Alavi & Valéry Bezençon, 2022. "Trojan horse or useful helper? A relationship perspective on artificial intelligence assistants with humanlike features," Journal of the Academy of Marketing Science, Springer, vol. 50(6), pages 1153-1175, November.
    17. Jana Holthöwer & Jenny Doorn, 2023. "Robots do not judge: service robots can alleviate embarrassment in service encounters," Journal of the Academy of Marketing Science, Springer, vol. 51(4), pages 767-784, July.
    18. Ayyildiz, Ahu Yazici & Baykal, Muhammed & Koc, Erdogan, 2022. "Attitudes of hotel customers towards the use of service robots in hospitality service encounters," Technology in Society, Elsevier, vol. 70(C).
    19. Poushneh, Atieh & Vasquez-Parraga, Arturo & Gearhart, Richard S., 2024. "The effect of empathetic response and consumers’ narcissism in voice-based artificial intelligence," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    20. Mark Anthony Camilleri & Ciro Troise, 2023. "Live support by chatbots with artificial intelligence: A future research agenda," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 61-80, March.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:tefoso:v:198:y:2024:i:c:s0040162523006339. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.sciencedirect.com/science/journal/00401625 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.