Consumers’ Intention to Use of the Retail Service Robots: A Humanoid Perspective

Abstract

This study focused on explaining the influence of retail service robots’ (RSR) rapport and social presence on consumer engagement and intention to use in retail. Based on extensive literature review, this study formulated three hypotheses to support the arguments. Quantitative methodology with a survey strategy was undertaken, which had an effective sample size of 300 young consumers. Furthermore, analysis was carried out using Smart partial least squares (PLS)-structural equation modelling. The study finds a significant direct and positive impact of the RSRs’ rapport and social presence on consumer engagement and intention to use in retail. The findings shed the light on improving retail service quality with humanoid based applications.