This paper investigates the structural connections between hotel customers’ general perceptions of technology, their perceptions toward service robots, emotions expectations, brand-related perceptions, and their behavioural intentions toward hotel brands that use service robots. It employs a quantitative approach by analysing data gathered through an online questionnaire from residents in Oman with PLS-SEM. The results indicate that attitudes toward service robots are significantly affected by optimism and insecurity. Customers’ discomfort and insecurity significantly influence robot-related anxiety, which in turn impacts their emotional expectations. Attitudes toward service robots significantly affect positive and negative emotional expectations while positive emotions impact brand perceptions that in turn impact service robots’ use intentions. Willingness-to-pay for robotic service is not affected by brand perceptions or use intentions. Theoretical and managerial contributions, limitations, and future research directions are outlined as well.

中文翻译：

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探究酒店业服务机器人消费者行为的驱动因素

本文研究了酒店顾客对技术的一般认知、对服务机器人的认知、情感期望、品牌相关认知以及对使用服务机器人的酒店品牌的行为意图之间的结构联系。它采用定量方法，通过 PLS-SEM 分析阿曼居民在线问卷调查收集的数据。结果表明，对服务机器人的态度受到乐观和不安全感的显着影响。顾客的不适和不安全感会显着影响与机器人相关的焦虑，进而影响他们的情绪期望。对服务机器人的态度显着影响积极和消极的情绪预期，而积极情绪会影响品牌认知，进而影响服务机器人的使用意图。对机器人服务的支付意愿不受品牌认知或使用意图的影响。还概述了理论和管理贡献、局限性和未来的研究方向。