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To form our predictions, we applied and tested an extended version of the technology acceptance model (TAM). For the method, pre-recorded gestures were used to attract people to interact with Pepper, and participants were asked to pose questions to the robot for 5 to 10\u00a0min. Then, we distributed a questionnaire to these participants to gather data on their impressions of the interaction. Based on a final sample of 180 respondents, we used structural equation modeling (SEM) to test our hypotheses. Our results showed the fundamental importance of <jats:italic>Social Presence<\/jats:italic> when it comes to the use of robots. Social presence had a direct positive effect on <jats:italic>Usefulness<\/jats:italic>, <jats:italic>Trust<\/jats:italic>, and <jats:italic>Emotional Appeal,<\/jats:italic> and significant indirect effects through all three paths on <jats:italic>Intention to Use<\/jats:italic>. Moreover, The <jats:italic>Fear of Robots<\/jats:italic> negatively impacted the <jats:italic>Intention to Use<\/jats:italic>. We also found that when people were in discussion with the robot, they completely forgot that a human concierge is controlling the robot from another place. This study provides important insights into how and why consumers react to a service-providing robot, which is an important stream of research as this technology becomes more feasibly implemented in the hospitality industry.<\/jats:p>","DOI":"10.1007\/s12369-021-00800-x","type":"journal-article","created":{"date-parts":[[2021,6,20]],"date-time":"2021-06-20T18:02:10Z","timestamp":1624212130000},"page":"429-440","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":19,"title":["How to Increase the Customer Experience by the Usage of Remote Control Robot Concierge Solutions"],"prefix":"10.1007","volume":"14","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-9239-5593","authenticated-orcid":false,"given":"Reza","family":"Etemad-Sajadi","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Michael C.","family":"Sturman","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"297","published-online":{"date-parts":[[2021,6,20]]},"reference":[{"issue":"6","key":"800_CR1","first-page":"592","volume":"9","author":"J Bowen","year":"2017","unstructured":"Bowen J, Whalen E (2017) Trends that are changing travel and tourism. 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