What Affects the Acceptance and Use of Hotel Service Robots by Elderly Customers?
Against the realistic backdrop of the COVID-19 pandemic and an aging population, emerging robot technology provides a new path for the development of high-quality hotel service. However, little is known about elderly customers’ acceptance and use of hotel service robots. This study explores factors...
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| Veröffentlicht in: | Sustainability 2022-12, Vol.14 (23), p.16102 |
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| creator | Huang, Tianyang |
| description | Against the realistic backdrop of the COVID-19 pandemic and an aging population, emerging robot technology provides a new path for the development of high-quality hotel service. However, little is known about elderly customers’ acceptance and use of hotel service robots. This study explores factors that affect elderly customers’ acceptance and use of hotel service robots. From the perspective of perception and emotion, based on the technology acceptance model and quality service theory, a hotel service robot acceptance model was constructed for this study, and a structural equation model was used to analyze the data from 218 interviews. The results show that empathy, perceived value, perceived usefulness and perceived ease of use directly affected the elderly customers’ intention to use robots. Perceived trust indirectly affected the use intention through perceived usefulness and perceived ease of use. This study provided a theoretical basis for user behaviors regarding hotel service robots and provided guidance for the research and development of hotel service robots and the marketing promotion of hotel managers, which would promote the healthy development of service robots and related industries, such as the hotel service industry. |
| doi_str_mv | 10.3390/su142316102 |
| format | Article |
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However, little is known about elderly customers’ acceptance and use of hotel service robots. This study explores factors that affect elderly customers’ acceptance and use of hotel service robots. From the perspective of perception and emotion, based on the technology acceptance model and quality service theory, a hotel service robot acceptance model was constructed for this study, and a structural equation model was used to analyze the data from 218 interviews. The results show that empathy, perceived value, perceived usefulness and perceived ease of use directly affected the elderly customers’ intention to use robots. Perceived trust indirectly affected the use intention through perceived usefulness and perceived ease of use. This study provided a theoretical basis for user behaviors regarding hotel service robots and provided guidance for the research and development of hotel service robots and the marketing promotion of hotel managers, which would promote the healthy development of service robots and related industries, such as the hotel service industry.</description><identifier>ISSN: 2071-1050</identifier><identifier>EISSN: 2071-1050</identifier><identifier>DOI: 10.3390/su142316102</identifier><language>eng</language><publisher>Basel: MDPI AG</publisher><subject>Aging ; Construction standards ; Consumers ; Coronaviruses ; COVID-19 ; Customer services ; Customers ; Empathy ; Employees ; Engineering research ; Epidemics ; Feedback ; Geriatrics ; Hotels & motels ; Hotels and motels ; Multivariate statistical analysis ; Older people ; Pandemics ; Perceptions ; Population ; Quality of life ; Quality of service ; R&D ; Research & development ; Robotics ; Robotics industry ; Robots ; Service robots ; Social aspects ; Sustainability ; Technology ; Technology Acceptance Model ; Technology application ; Tourism ; User behavior</subject><ispartof>Sustainability, 2022-12, Vol.14 (23), p.16102</ispartof><rights>COPYRIGHT 2022 MDPI AG</rights><rights>2022 by the author. 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| source | Elektronische Zeitschriftenbibliothek - Frei zugängliche E-Journals; MDPI - Multidisciplinary Digital Publishing Institute |
| subjects | Aging Construction standards Consumers Coronaviruses COVID-19 Customer services Customers Empathy Employees Engineering research Epidemics Feedback Geriatrics Hotels & motels Hotels and motels Multivariate statistical analysis Older people Pandemics Perceptions Population Quality of life Quality of service R&D Research & development Robotics Robotics industry Robots Service robots Social aspects Sustainability Technology Technology Acceptance Model Technology application Tourism User behavior |
| title | What Affects the Acceptance and Use of Hotel Service Robots by Elderly Customers? |
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