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. 2021 Feb:93:102795.
doi: 10.1016/j.ijhm.2020.102795. Epub 2020 Dec 4.

Preference for robot service or human service in hotels? Impacts of the COVID-19 pandemic

Seongseop Sam Kim  1 , Jungkeun Kim  2 , Frank Badu-Baiden  1 , Marilyn Giroux  2 , Youngjoon Choi  1
Affiliations

Preference for robot service or human service in hotels? Impacts of the COVID-19 pandemic

Seongseop Sam Kim et al. Int J Hosp Manag. 2021 Feb.

Abstract

Robots and artificial intelligence (AI) technologies are becoming more prominent in the tourism industry. Nowadays, consumers are faced with multiple options involving both human and robot interactions. A series of experimental studies were implemented. Four experiments demonstrated that consumers had a more positive attitude toward robot-staffed (vs. human-staffed) hotels when COVID-19 was salient. The results were different from previous studies, which were conducted before the COVID-19 pandemic. Since the moderating role of perceived threat in consumers' preference for robot-staffed hotels was significant, the respondents' preference was attributed to the global health crisis. This research provides a number of theoretical and managerial implications by improving the understanding of technology acceptance during a health crisis.

Keywords: Artificial intelligence (AI); COVID-19; Robotics; Robots; Threat; Tourism.

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Figures

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Fig. 1
Theoretical Framework and Empirical Studies.
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Fig. 2
Stimuli for Study 1A and 1B.
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Fig. 3
Stimuli for Study 2A. New article for high salience condition New article for control condition
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Fig. 4
Stimuli for Studies 2A, 2B, 3, and 4. Stimuli for Studies 2A, 2B, and 4 Stimuli for Study 3
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Fig. 5
Results of Study 2.
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Results of Study 3.
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Fig. 7
Results of Study 4.
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