Exploring Perceived Benefits of Service Robots on Customers’ Experiences

Abstract

This study explores the role of different types of perceived benefits on customers' intentions to use service robots in the hotel industry. Specifically, this study investigates the overall relationships among customers' perceived benefits of using service robots, customer engagement, customer trust, and customers' service robot use intentions. Data were collected based on a self-administered, online survey from previous hotel customers. Results identified functional, hedonic, and empathy benefits enhanced customers' engagement; whereas functional, hedonic, and social benefits influenced customer trust. Both customer engagement and customer trust further influenced customers' service robot use intentions. The results of this study provide suggestions to better design service robots in the hotel industry derived from customers' perceptions.