Determinants of Repurchase Intentions of Hospitality Services Delivered by Artificially Intelligent (AI) Service Robots

Abstract

The current study examines how subjective norms, effort expectations, and performance expectations affect perceived value and quality of hospitality service experiences provided by service robots. Later, the experience quality and perceived value on customers’ overall satisfaction determine the plans to repurchase AI (Artificial Intelligence) services in the hotels. A total of 331 valid responses were gathered from hotel customers who had experience with service robots using a purposive sampling strategy. The salient findings of PLS-SEM indicate that subjective norms, effort expectations, and performance expectations all considerably improve the perceived value and quality of experiences. Furthermore, hotel customers’ overall satisfaction with services provided by robots is significantly impacted by experience quality and perceived value. Finally, overall satisfaction considerably increases customers’ preference to repurchase those services. This present study added significance for hotels on customer AI service robots repurchase intention that may deliver a preliminary blueprint for further research.