How do customers respond to robotic service? A scenario-based study from the perspective of uncertainty reduction theory

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Abstract

Confronted with an increasing popularization and advancement of applying artificial intelligence in robotic technology, practitioners in the service sector have been increasingly deploying service robots in their operations. Motivated by a paucity of knowledge on how consumers would respond to the robotic service, this study establishes on the uncertainty reduction theory to advance a research model that seeks to unveil how both customer trait and service characteristic affect customers' revisit intention to robotic service via perceived risk. Based on a scenario-based experiment with 190 responses in the hotel reception service context, our results reveal that perceived risk partially mediates the relationship between personal innovativeness and service revisit intention, so does between service heterogeneity and revisit intention. Furthermore, the service context, i.e., whether the prior service experience satisfies the customer, can moderate the relationship between personal innovativeness (service heterogeneity) and perceived risk. This study also draws related theoretical and practical implications.

Original languageEnglish
Title of host publicationProceedings of the 54th Annual Hawaii International Conference on System Sciences, HICSS 2021
EditorsTung X. Bui
Pages576-585
Number of pages10
ISBN (Electronic)9780998133140
Publication statusPublished - 2021
MoE publication typeA4 Article in a conference publication
EventAnnual Hawaii International Conference on System Sciences - Virtual, Online, Maui, United States
Duration: 5 Jan 20218 Jan 2021
Conference number: 54

Publication series

NameProceedings of the Annual Hawaii International Conference on System Sciences
Volume2020-January
ISSN (Print)1530-1605

Conference

ConferenceAnnual Hawaii International Conference on System Sciences
Abbreviated titleHICSS
Country/TerritoryUnited States
CityMaui
Period05/01/202108/01/2021

Keywords

  • Human‒Robot Interactions
  • artificial intelligence
  • personal innovativeness
  • revisiting intention
  • service heterogeneity
  • service robot

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