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Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots

Citations

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Cited by:

  1. Kumar, Nagendra & Kumar, Rajeev Ranjan & Raj, Alok, 2026. "Managerial beliefs and human-artificial intelligence collaboration in supply chain: A configurational perspective," International Journal of Production Economics, Elsevier, vol. 297(C).
  2. Xusen Cheng & Ying Bao & Bo Yang & Sihua Chen & Yiting Zuo & Mikko Siponen, 2023. "Investigating Students’ Satisfaction with Online Collaborative Learning During the COVID-19 Period: An Expectation-Confirmation Model," Group Decision and Negotiation, Springer, vol. 32(4), pages 749-778, August.
  3. Wanqi Li & Huiying Zhao, 2024. "“It’s Up to Me Whether I Do—Or Don’t—Watch Deepfakes†: Deepfakes and Behavioral Intention," SAGE Open, , vol. 14(4), pages 21582440241, November.
  4. Min-Kyu Kwak & JeungSun Lee & Seong-Soo Cha, 2021. "Senior Consumer Motivations and Perceived Value of Robot Service Restaurants in Korea," Sustainability, MDPI, vol. 13(5), pages 1-15, March.
  5. Xingwang Zhang & Jie Xin, 2024. "Analyzing Price Discrimination in Tourism Through Tripartite Evolutionary Game Theory: A Focus on Value Co-Creation," SAGE Open, , vol. 14(3), pages 21582440241, September.
  6. Seyitoğlu, Faruk & Ivanov, Stanislav & Atsız, Ozan & Çifçi, İbrahim, 2021. "Robots as restaurant employees - A double-barrelled detective story," Technology in Society, Elsevier, vol. 67(C).
  7. Mehmood, Khalid & Kautish, Pradeep & Shah, Tejas R., 2024. "Embracing digital companions: Unveiling customer engagement with anthropomorphic AI service robots in cross-cultural context," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
  8. Nketiah, Emmanuel & Song, Huaming & Cai, Xiang & Adjei, Mavis & Adu-Gyamfi, Gibbson & Obuobi, Bright, 2022. "Citizens’ intention to invest in municipal solid waste to energy projects in Ghana: The impact of direct and indirect effects," Energy, Elsevier, vol. 254(PC).
  9. 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).
  10. Martina Nannelli & Francesco Capone & Luciana Lazzeretti, 2022. "A bibliometric analysis on Artificial intelligence in Tourism. State of the art and future research avenues," Working Papers - Business wp2022_03.rdf, Universita' degli Studi di Firenze, Dipartimento di Scienze per l'Economia e l'Impresa.
  11. 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).
  12. Gang Ren & Gang Wang & Tianyang Huang, 2025. "What Influences Potential Users’ Intentions to Use Hotel Robots?," Sustainability, MDPI, vol. 17(12), pages 1-30, June.
  13. van Esch, Patrick & Cui, Yuanyuan (Gina) & Das, Gopal & Jain, Shailendra Pratap & Wirtz, Jochen, 2022. "Tourists and AI: A political ideology perspective," Annals of Tourism Research, Elsevier, vol. 97(C).
  14. Peiyu Zhou & Yuguang Xie & Changyong Liang, 2023. "How to increase consumers’ continued use intention of artificial intelligence voice assistants? The role of anthropomorphic features," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-18, December.
  15. Sandra Maria Correia Loureiro & Jorge Nascimento, 2021. "Shaping a View on the Influence of Technologies on Sustainable Tourism," Sustainability, MDPI, vol. 13(22), pages 1-18, November.
  16. Gyutae Lee & Yunsik Kim, 2022. "Effects of Resistance Barriers to Service Robots on Alternative Attractiveness and Intention to Use," SAGE Open, , vol. 12(2), pages 21582440221, May.
  17. Liu, Juan & Xu, Xing'an, 2023. "Humor type and service context shape AI service recovery," Annals of Tourism Research, Elsevier, vol. 103(C).
  18. Yan, Huili & Tian, Tian & Xiong, Hao, 2025. "The power of emojis: Enhancing the willingness to adopt chatbot recommendations," Journal of Retailing and Consumer Services, Elsevier, vol. 87(C).
  19. Ignat Kulkov & Julia Kulkova & Rene Rohrbeck & Loick Menvielle & Valtteri Kaartemo & Hannu Makkonen, 2024. "Artificial intelligence ‐ driven sustainable development: Examining organizational, technical, and processing approaches to achieving global goals," Sustainable Development, John Wiley & Sons, Ltd., vol. 32(3), pages 2253-2267, June.
  20. Zemin Tian & Xiaoli Liu, 2024. "Customer Participation in the Value Co-creation of Hotel Service Robot Interaction," SAGE Open, , vol. 14(4), pages 21582440241, November.
  21. Lu, Hsiao-Han & Huang, Shi-Fen, 2025. "Assessing the key factors influencing 4G users' intentions to upgrade to 5G networks," Technology in Society, Elsevier, vol. 81(C).
  22. Fan, Xue & Kwon, Soyeon, 2026. "Enhancing apology sincerity in AI bots: The role of anthropomorphic cues, perceived experience, and AI literacy," Technological Forecasting and Social Change, Elsevier, vol. 227(C).
  23. Zhang, Yi & Quoquab, Farzana & Mohammad, Jihad & Tao, Yanrui Michael, 2026. "When customers meet robots: How authenticity and delight shape revisit intention through customer–robot interaction," Technological Forecasting and Social Change, Elsevier, vol. 226(C).
  24. Lv, Xingyang & Shi, Kewei & He, Yueying & Ji, Yingchao & Lan, Tian, 2024. "My colleague is not “human”: Will working with robots make you act more indifferently?," Journal of Business Research, Elsevier, vol. 176(C).
  25. Farrukh Rafiq & Nikhil Dogra & Mohd Adil & Jei-Zheng Wu, 2022. "Examining Consumer’s Intention to Adopt AI-Chatbots in Tourism Using Partial Least Squares Structural Equation Modeling Method," Mathematics, MDPI, vol. 10(13), pages 1-15, June.
  26. Wugeng Chang & Yihan Huang & Daehwan Kim, 2026. "The influence of gamification features in wearable fitness devices on perceived value, device loyalty, and exercise continuance intention: the moderating role of personal innovativeness," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 13(1), pages 1-17, December.
  27. Lv, Xingyang & Yang, Yufan & Qin, Dazhi & Liu, Xiaoyan, 2025. "AI service may backfire: Reduced service warmth due to service provider transformation," Journal of Retailing and Consumer Services, Elsevier, vol. 85(C).
  28. Sofia Loureiro Isabel & Costa Vânia & Malheiro Alexandra, 2024. "Sustainable Tourism: A Systematic Literature Review and Bibliometric Analysis," European Journal of Tourism, Hospitality and Recreation, Paradigm, vol. 14(1), pages 127-139.
  29. Wu, Xiaolong & Li, Shuhua & Guo, Yonglin & Fang, Shujie, 2024. "Human or AI robot? Who is fairer on the service organizational frontline," Journal of Business Research, Elsevier, vol. 181(C).
  30. Song, Jinzhu & Gao, Yanhuan & Huang, Youlin & Chen, Lihan, 2023. "Being friendly and competent: Service robots' proactive behavior facilitates customer value co-creation," Technological Forecasting and Social Change, Elsevier, vol. 196(C).
  31. Youssef, Mayada Abd El-Aziz & Eid, Riyad & Agag, Gomaa, 2022. "Cross-national differences in big data analytics adoption in the retail industry," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  32. Arpan Kumar Kar & Shweta Kumari Choudhary & P. Vigneswara Ilavarasan, 2023. "How can we improve tourism service experiences: insights from multi-stakeholders’ interaction," DECISION: Official Journal of the Indian Institute of Management Calcutta, Springer;Indian Institute of Management Calcutta, vol. 50(1), pages 73-89, March.
  33. Cardador Jaime José Orts & Alba Carol Angelica Jara & Gálvez Jesús Claudio Pérez, 2026. "Artificial Intelligence and Tourism: A Bibliometric Visualisation Review (2015-2024)," European Journal of Tourism, Hospitality and Recreation, Paradigm, vol. 16(s1), pages 40-53.
  34. Song, Mengmeng & Jiang, Wenjing & Xing, Xinyu & Mou, Jian & Duan, Yucong, 2026. "The more human-like the better? Effect of anthropomorphic level on customer intention to participate in AI service recovery," Technology in Society, Elsevier, vol. 84(C).
  35. Stanislav Ivanov & Faruk Seyitoğlu & Martina Markova, 2020. "Hotel managers’ perceptions towards the use of robots: a mixed-methods approach," Information Technology & Tourism, Springer, vol. 22(4), pages 505-535, December.
  36. Yang-Fei Tai & Yi-Chieh Wang & Ching-Ching Luo, 2021. "Technology- or human-related service innovation? Enhancing customer satisfaction, delight, and loyalty in the hospitality industry," Service Business, Springer;Pan-Pacific Business Association, vol. 15(4), pages 667-694, December.
  37. Şemsettin Çiğdem & Ieva Meidute-Kavaliauskiene & Bülent Yıldız, 2023. "Industry 4.0 and Industrial Robots: A Study from the Perspective of Manufacturing Company Employees," Logistics, MDPI, vol. 7(1), pages 1-18, March.
  38. Albert Fornells Herrera & Agustina Paradela Morgan & Jordi Ficapal Mestres, 2024. "Navigating the Technological Landscape in Hospitality: Added Values and Entry Barriers of Technologies 4.0," SAGE Open, , vol. 14(4), pages 21582440241, November.
  39. Ieva Meidute-Kavaliauskiene & Şemsettin Çiğdem & Bülent Yıldız & Sigitas Davidavicius, 2021. "The Effect of Perceptions on Service Robot Usage Intention: A Survey Study in the Service Sector," Sustainability, MDPI, vol. 13(17), pages 1-18, August.
  40. Xiong, Li & Zhou, Yuepeng & Hua, Yipu, 2026. "Why do users continue to use GCAI? A mixed-methods study," Technology in Society, Elsevier, vol. 86(C).
  41. Santiago, Joanna & Borges-Tiago, Maria Teresa & Tiago, Flávio, 2024. "Embracing RAISA in restaurants: Exploring customer attitudes toward robot adoption," Technological Forecasting and Social Change, Elsevier, vol. 199(C).
  42. Saif, Mashaal A.M. & Hussin, Nazimah & Husin, Maizaitulaidawati Md & Muneer, Amgad & Alwadain, Ayed, 2024. "Beyond conventions: Unravelling perceived value's role in shaping digital-only banks' adoption," Technological Forecasting and Social Change, Elsevier, vol. 203(C).
  43. Marko Perić & Vanja Vitezić, 2021. "Tourism Getting Back to Life after COVID-19: Can Artificial Intelligence Help?," Societies, MDPI, vol. 11(4), pages 1-13, September.
  44. 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).
  45. Minwoo Lee & Billy Bai & Annamarie D. Sisson & Rui Costa, 2026. "Economic impact of artificial intelligence (AI): Conceptualization of business value of AI and future agenda for tourism and hospitality research," Tourism Economics, , vol. 32(4), pages 845-878, June.
  46. Dan Yang & Shanshan Liu & Yiyuan Liang & Kaigeng Li & Yilan Zhao, 2025. "The Impact of Human-Robot Collaboration Work Mode on Hotel Employees’ Work Well-Being," SAGE Open, , vol. 15(1), pages 21582440251, February.
  47. Santiago Forgas-Coll & Ruben Huertas-Garcia & Antonio Andriella & Guillem Alenyà, 2022. "The effects of gender and personality of robot assistants on customers’ acceptance of their service," Service Business, Springer;Pan-Pacific Business Association, vol. 16(2), pages 359-389, June.
  48. de Kervenoael, Ronan & Schwob, Alexandre & Hasan, Rajibul & Psylla, Evangelia, 2024. "SIoT robots and consumer experiences in retail: Unpacking repeat purchase intention drivers leveraging computers are social actors (CASA) paradigm," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
  49. Alzahrani, Ahmed Ibrahim & Al-Samarraie, Hosam & Eldenfria, Atef & Dodoo, Joana Eva & Alalwan, Nasser, 2022. "Users’ intention to continue using mHealth services: A DEMATEL approach during the COVID-19 pandemic," Technology in Society, Elsevier, vol. 68(C).
  50. 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.
  51. Guo, Yuanyuan & Xu, Linlin & Wang, Chaoyou, 2025. "Exploring the effect of empathic response and its boundaries in artificial intelligence service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 82(C).
  52. Zhu, Yimin & Zhang, Jiemin & Wu, Jifei & Liu, Yingyue, 2022. "AI is better when I'm sure: The influence of certainty of needs on consumers' acceptance of AI chatbots," Journal of Business Research, Elsevier, vol. 150(C), pages 642-652.
  53. Gong, Xiuyuan & Sun, Pengkai, 2025. "Can virtual streamers express emotions? Understanding the language style of virtual streamers in livestreaming e-commerce," Journal of Retailing and Consumer Services, Elsevier, vol. 82(C).
  54. Li Jiang & Mei Zhao & Hao Lin & Lvyu Yang, 2022. "How Do Consumer Innovation Characteristics and Consumption Value Shape Users’ Willingness to Buy Innovative Car Safety Seats?," Sustainability, MDPI, vol. 15(1), pages 1-28, December.
  55. Jinkyung Jenny Kim & Antonio Ariza Montes & Heesup Han, 2021. "The Role of Expected Benefits towards Smart Hotels in Shaping Customer Behavior: Comparison by Age and Gender," Sustainability, MDPI, vol. 13(4), pages 1-14, February.
  56. Yogesh Dwivedi & Janarthanan Balakrishnan & Abdullah Baabdullah & Ronnie Das, 2023. "Do Chatbots Establish “Humanness” in the Customer Purchase Journey? An Investigation Through Explanatory Sequential Design," Post-Print hal-04533557, HAL.
  57. 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).
  58. Liu, Xing (Stella) & Yi, Xiao (Shannon) & Wan, Lisa C., 2022. "Friendly or competent? The effects of perception of robot appearance and service context on usage intention," Annals of Tourism Research, Elsevier, vol. 92(C).
  59. Anushka Goel & Geeta Raut & Asmita Sharma & Udita Taneja, 2024. "Artificial Intelligence and Sustainable Business: A Review," South Asian Journal of Business and Management Cases, , vol. 13(3), pages 340-365, December.
  60. Vedat Yiğitoğlu & Esra Şahin & Beysun Güneri & Mehmet Özer Demir, 2025. "The Impact of Sustainable QR Menus on Service Quality and Customer Satisfaction: The Moderating Role of Perceived Risk," Sustainability, MDPI, vol. 17(5), pages 1-24, March.
  61. Hui Gao & Hongshen Liu & Hui Zhang & Wenting Xu, 2026. "Artificial Intelligence Service and Customer Loyalty: A Moderated Mediation Role of Satisfaction and Contextual Factors in Human-AI Interaction," SAGE Open, , vol. 16(1), pages 21582440261, January.
  62. Zhu, Tengteng & Lin, Zhibin & Liu, Xin, 2023. "The future is now? Consumers' paradoxical expectations of human-like service robots," Technological Forecasting and Social Change, Elsevier, vol. 196(C).
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