The Role of Perceived Risk and Information Security on Customers' Acceptance of Service Robots in the Hotel Industry
Keywords
Behavioral intention; Facilitating conditions; Hospitality robots; Hotel robots; Information security; Innovativeness; Perceived risk; Self-efficacy; Service robots
Abstract
This study proposed and tested a theoretical framework that investigated the influences of perceived risk and information security on hotel customers' intention to use service robots. In addition, the impacts of self-efficacy, innovativeness, and facilitating conditions on perceived risk and information security were examined. Structural equation modeling (SEM) was used to test the proposed model by utilizing data collected from eleven countries including the United States, United Kingdom, Turkey, Spain, Romania, Japan, Israel, India, Greece, Canada, and Brazil. The study results demonstrated that perceived risk had a negative impact on customers' intention to use service robots while information security had a positive impact. In addition, the study results indicated that self-efficacy negatively influenced perceived risk, and positively influenced perceived information security; and innovativeness and facilitating condition positively influenced information security. The study findings offer several important contributions to the hospitality robotics technology adoption literature and present valuable implications for hospitality practitioners and service robot vendors.
Publication Date
1-1-2024
Original Citation
Pizam, A., Ozturk, A. B., Hacikara, A., Zhang, T., Balderas-Cejudo, A., Buhalis, D., Fuchs, G., Hara, T., Meira, J., Revilla, R. G. M., Sethi, D., Shen, Y., & State, O. (2024). The role of perceived risk and information security on customers’ acceptance of service robots in the hotel industry. International Journal of Hospitality Management, 117, N.PAG. https://doi.org/10.1016/j.ijhm.2023.103641.
Document Type
Paper
Language
English
Source Title
International Journal of Hospitality Management
Volume
117
Copyright Status
Unknown
College
Rosen College of Hospitality Management
Location
Rosen College of Hospitality Management
STARS Citation
Pizam, Abraham; Ozturk, Ahmet Bulent; Hacikara, Ahmet; Zhang, Tingting (Christina); and Hara, Tadayuki, "The Role of Perceived Risk and Information Security on Customers' Acceptance of Service Robots in the Hotel Industry" (2024). Faculty Scholarship and Creative Works. 1273.
https://stars.library.ucf.edu/ucfscholar/1273