Purpose

This study aims to discover factors and configurations that influence customers’ acceptance behaviors to investigate the current hospitality industry using service robots.

Design/methodology/approach

A mix of symmetrical and asymmetrical modeling methods was used for the data analysis. The symmetrical modeling was used to find the net effects, whereas asymmetrical modeling was adopted to find the combined configurations for hotel guests’ robot service acceptance behaviors.

Findings

The results revealed the significant effect of innovativeness, willingness to be a lighthouse customer, personal norms and concern about service robot performance on acceptance behaviors. In addition, the complex solution models using characteristics of tech-forward consumers, norms and attitude and uncertainty and concern were found.

Practical implications

The study shows directions to hotel marketers, to help them make customers adopt service robots.

Originality/value

The study explored customer service robot acceptance behaviors based on comprehensive theoretical backgrounds, including the technology acceptance model, theory of planned behavior, norm activation model and service robot acceptance model.

中文翻译：

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了解酒店业消费者接受和使用服务机器人的驱动因素

 目的

本研究旨在发现影响客户接受行为的因素和配置，以调查当前使用服务机器人的酒店业。

设计/方法/方法

对称和非对称建模方法混合用于数据分析。对称建模用于寻找净效应，而采用非对称建模来寻找酒店客人机器人服务接受行为的组合配置。

 发现

结果揭示了创新性、成为灯塔客户的意愿、个人规范和对服务机器人性能的关注对接受行为的显着影响。此外，还发现了使用技术领先消费者特征、规范和态度以及不确定性和关注点的复杂解决方案模型。

 实际意义

该研究为酒店营销人员指明了方向，以帮助他们让客户采用服务机器人。

 原创性/价值

该研究基于全面的理论背景探讨了客户服务机器人接受行为，包括技术接受模型、计划行为理论、规范激活模型和服务机器人接受模型。