{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,29]],"date-time":"2026-04-29T21:10:38Z","timestamp":1777497038746,"version":"3.51.4"},"reference-count":92,"publisher":"Springer Science and Business Media LLC","issue":"1","license":[{"start":{"date-parts":[[2023,10,24]],"date-time":"2023-10-24T00:00:00Z","timestamp":1698105600000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"},{"start":{"date-parts":[[2023,10,24]],"date-time":"2023-10-24T00:00:00Z","timestamp":1698105600000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/www.springernature.com\/gp\/researchers\/text-and-data-mining"}],"funder":[{"DOI":"10.13039\/501100001809","name":"National Natural Science Foundation of China","doi-asserted-by":"publisher","award":["72202146"],"award-info":[{"award-number":["72202146"]}],"id":[{"id":"10.13039\/501100001809","id-type":"DOI","asserted-by":"publisher"}]},{"name":"New Academic Researcher Program for Doctoral candidate of Capital University of Economics and Business, China","award":["2022XSXR02"],"award-info":[{"award-number":["2022XSXR02"]}]}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["Inf Technol Tourism"],"published-print":{"date-parts":[[2024,3]]},"DOI":"10.1007\/s40558-023-00275-8","type":"journal-article","created":{"date-parts":[[2023,10,24]],"date-time":"2023-10-24T09:04:33Z","timestamp":1698138273000},"page":"89-117","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":45,"title":["The influence of robot anthropomorphism and perceived intelligence on hotel guests\u2019 continuance usage intention"],"prefix":"10.1007","volume":"26","author":[{"given":"Xiaoxiao","family":"Song","sequence":"first","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0002-3746-5210","authenticated-orcid":false,"given":"Huimin","family":"Gu","sequence":"additional","affiliation":[]},{"given":"Yunpeng","family":"Li","sequence":"additional","affiliation":[]},{"given":"Xi Y.","family":"Leung","sequence":"additional","affiliation":[]},{"given":"Xiaodie","family":"Ling","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2023,10,24]]},"reference":[{"issue":"4","key":"275_CR1","doi-asserted-by":"publisher","first-page":"665","DOI":"10.2307\/3250951","volume":"24","author":"R Agarwal","year":"2000","unstructured":"Agarwal R, Karahanna E (2000) Time flies when you\u2019re having fun: cognitive absorption and beliefs. MIS Q 24(4):665\u2013694","journal-title":"MIS Q"},{"issue":"2","key":"275_CR2","doi-asserted-by":"publisher","first-page":"321","DOI":"10.1108\/JOSM-10-2020-0374","volume":"33","author":"A Amelia","year":"2022","unstructured":"Amelia A, Mathies C, Patterson PG (2022) Customer acceptance of frontline service robots in retail banking: a qualitative approach. J Serv Manage 33(2):321\u2013341","journal-title":"J Serv Manage"},{"issue":"4","key":"275_CR3","doi-asserted-by":"publisher","first-page":"644","DOI":"10.1086\/209376","volume":"20","author":"BJ Babin","year":"1994","unstructured":"Babin BJ, Darden WR, Griffin M (1994) Work and\/or fun: measuring hedonic and utilitarian shopping value. J Consum Res 20(4):644\u2013656","journal-title":"J Consum Res"},{"issue":"5","key":"275_CR4","doi-asserted-by":"publisher","first-page":"407","DOI":"10.1002\/mar.10017","volume":"19","author":"HS Bansal","year":"2002","unstructured":"Bansal HS, Taylor SF (2002) Investigating interactive effects in the theory of planned behavior in a service-provider switching context. Psychol Mark 19(5):407\u2013425","journal-title":"Psychol Mark"},{"key":"275_CR5","doi-asserted-by":"publisher","first-page":"71","DOI":"10.1007\/s12369-008-0001-3","volume":"1","author":"C Bartneck","year":"2009","unstructured":"Bartneck C, Kuli\u0107 D, Croft E, Zoghbi S (2009) Measurement instruments for the anthropomorphism, animacy, likeability, perceived intelligence, and perceived safety of robots. Int J Soc Robot 1:71\u201381","journal-title":"Int J Soc Robot"},{"issue":"2","key":"275_CR6","doi-asserted-by":"publisher","first-page":"267","DOI":"10.1108\/JOSM-05-2019-0156","volume":"31","author":"D Belanche","year":"2020","unstructured":"Belanche D, Casal\u00f3 LV, Flavi\u00e1n C, Schepers J (2020a) Robots or frontline employees? Exploring customers\u2019 attributions of responsibility and stability after service failure or success. J Serv Manage 31(2):267\u2013289","journal-title":"J Serv Manage"},{"issue":"3\u20134","key":"275_CR7","doi-asserted-by":"publisher","first-page":"203","DOI":"10.1080\/02642069.2019.1672666","volume":"40","author":"D Belanche","year":"2020","unstructured":"Belanche D, Casal\u00f3 LV, Flavi\u00e1n C, Schepers J (2020b) Service robot implementation: a theoretical framework and research agenda. Serv Ind J 40(3\u20134):203\u2013225","journal-title":"Serv Ind J"},{"issue":"12","key":"275_CR8","doi-asserted-by":"publisher","first-page":"2357","DOI":"10.1002\/mar.21532","volume":"38","author":"D Belanche","year":"2021","unstructured":"Belanche D, Casal\u00f3 LV, Schepers J, Flavi\u00e1n C (2021) Examining the effects of robots\u2019 physical appearance, warmth, and competence in frontline services: the humanness-value\u2010loyalty model. Psychol Mark 38(12):2357\u20132376","journal-title":"Psychol Mark"},{"key":"275_CR9","doi-asserted-by":"publisher","first-page":"201","DOI":"10.1016\/S0167-9236(01)00111-7","volume":"32","author":"A Bhattacherjee","year":"2001","unstructured":"Bhattacherjee A (2001a) An empirical analysis of the antecedents of electronic commerce service continuance. Decis Support Syst 32:201\u2013214","journal-title":"Decis Support Syst"},{"issue":"3","key":"275_CR10","doi-asserted-by":"publisher","first-page":"351","DOI":"10.2307\/3250921","volume":"25","author":"A Bhattacherjee","year":"2001","unstructured":"Bhattacherjee A (2001b) Understanding information systems continuance: an expectation-confirmation model. MIS Q 25(3):351\u2013370","journal-title":"MIS Q"},{"issue":"4","key":"275_CR11","doi-asserted-by":"publisher","first-page":"632","DOI":"10.1007\/s11747-020-00762-y","volume":"49","author":"M Blut","year":"2021","unstructured":"Blut M, Wang C, W\u00fcnderlich NV, Brock C (2021) Understanding anthropomorphism in service provision: a meta-analysis of physical robots, chatbots, and other AI. J Acad Mark Sci 49(4):632\u2013658","journal-title":"J Acad Mark Sci"},{"issue":"12","key":"275_CR12","doi-asserted-by":"publisher","first-page":"3925","DOI":"10.1108\/IJCHM-05-2020-0492","volume":"32","author":"R Cai","year":"2020","unstructured":"Cai R, Chi CG-Q (2020) A recipe for food promotion: effects of color brightness on food evaluations and behavioral intentions. Int J Contemp Hosp M 32(12):3925\u20133947","journal-title":"Int J Contemp Hosp M"},{"issue":"4","key":"275_CR13","doi-asserted-by":"publisher","first-page":"867","DOI":"10.1007\/s12369-018-0507-2","volume":"12","author":"M \u010cai\u0107","year":"2020","unstructured":"\u010cai\u0107 M, Avelino J, Mahr D, Odekerken-Schr\u00f6der G, Bernardino A (2020) Robotic versus human coaches for active aging: an automated social presence perspective. Int J Soc Robot 12(4):867\u2013882","journal-title":"Int J Soc Robot"},{"issue":"5","key":"275_CR14","doi-asserted-by":"publisher","first-page":"752","DOI":"10.1037\/0022-3514.39.5.752","volume":"39","author":"S Chaiken","year":"1980","unstructured":"Chaiken S (1980) Heuristic versus systematic information processing and the use of source versus message cues in persuasion. J Pers Soc Psychol 39(5):752\u2013766","journal-title":"J Pers Soc Psychol"},{"issue":"3","key":"275_CR15","doi-asserted-by":"publisher","first-page":"460","DOI":"10.1037\/0022-3514.66.3.460","volume":"66","author":"S Chaiken","year":"1994","unstructured":"Chaiken S, Maheswaran D (1994) Heuristic processing can bias systematic processing: effects of source credibility, argument ambiguity, and task importance on attitude judgment. J Pers Soc Psychol 66(3):460\u2013473","journal-title":"J Pers Soc Psychol"},{"issue":"2","key":"275_CR17","doi-asserted-by":"publisher","first-page":"178","DOI":"10.1057\/jibs.2009.88","volume":"41","author":"S-J Chang","year":"2010","unstructured":"Chang S-J, van Witteloostuijn A, Eden L (2010) From the editors: common method variance in international business research. J Int Bus Stud 41(2):178\u2013184","journal-title":"J Int Bus Stud"},{"key":"275_CR16","doi-asserted-by":"publisher","first-page":"194","DOI":"10.1016\/j.chb.2018.02.025","volume":"84","author":"RC-S Chang","year":"2018","unstructured":"Chang RC-S, Lu H-P, Yang P (2018) Stereotypes or golden rules? Exploring likable voice traits of social robots as active aging companions for tech-savvy baby boomers in Taiwan. Comput Hum Behav 84:194\u2013210","journal-title":"Comput Hum Behav"},{"issue":"5","key":"275_CR18","doi-asserted-by":"publisher","first-page":"1262","DOI":"10.1108\/TR-02-2022-0095","volume":"77","author":"Y Chen","year":"2022","unstructured":"Chen Y, Xue T, Tuomi A, Wang Z (2022) Hotel robots: an exploratory study of Generation Z customers in China. Tour Rev 77(5):1262\u20131275","journal-title":"Tour Rev"},{"issue":"7","key":"275_CR19","first-page":"757","volume":"29","author":"OH Chi","year":"2020","unstructured":"Chi OH, Denton G, Gursoy D (2020) Artificially intelligent device use in service delivery: a systematic review, synthesis, and research agenda. J Hosp Market Manag 29(7):757\u2013786","journal-title":"J Hosp Market Manag"},{"key":"275_CR20","doi-asserted-by":"publisher","first-page":"32","DOI":"10.1016\/j.ijhm.2019.03.026","volume":"82","author":"S Choi","year":"2019","unstructured":"Choi S, Liu SQ, Mattila AS (2019) How may I help you? Says a robot: examining language styles in the service encounter. Int J Hosp Manag 82:32\u201338","journal-title":"Int J Hosp Manag"},{"issue":"3","key":"275_CR21","doi-asserted-by":"publisher","first-page":"354","DOI":"10.1177\/1094670520978798","volume":"24","author":"S Choi","year":"2021","unstructured":"Choi S, Mattila AS, Bolton LE (2021) To err is human(-oid): how do consumers react to robot service failure and recovery? J Serv Res 24(3):354\u2013371","journal-title":"J Serv Res"},{"key":"275_CR22","doi-asserted-by":"publisher","first-page":"106870","DOI":"10.1016\/j.chb.2021.106870","volume":"123","author":"SH-W Chuah","year":"2021","unstructured":"Chuah SH-W, Aw EC-X, Yee D (2021) Unveiling the complexity of consumers\u2019 intention to use service robots: an fsQCA approach. Comput Hum Behav 123:106870","journal-title":"Comput Hum Behav"},{"issue":"3\u20134","key":"275_CR23","doi-asserted-by":"publisher","first-page":"177","DOI":"10.1016\/S0921-8890(02)00374-3","volume":"42","author":"BR Duffy","year":"2003","unstructured":"Duffy BR (2003) Anthropomorphism and the social robot. Rob Auton Syst 42(3\u20134):177\u2013190","journal-title":"Rob Auton Syst"},{"issue":"4","key":"275_CR24","doi-asserted-by":"publisher","first-page":"864","DOI":"10.1037\/0033-295X.114.4.864","volume":"114","author":"N Epley","year":"2007","unstructured":"Epley N, Waytz A, Cacioppo JT (2007) On seeing human: a three-factor theory of anthropomorphism. Psychol Rev 114(4):864\u2013886","journal-title":"Psychol Rev"},{"issue":"3\u20134","key":"275_CR25","doi-asserted-by":"publisher","first-page":"143","DOI":"10.1016\/S0921-8890(02)00372-X","volume":"42","author":"T Fong","year":"2003","unstructured":"Fong T, Nourbakhsh I, Dautenhahn K (2003) A survey of socially interactive robots. Rob Auton Syst 42(3\u20134):143\u2013166","journal-title":"Rob Auton Syst"},{"key":"275_CR26","doi-asserted-by":"publisher","first-page":"103174","DOI":"10.1016\/j.ijhm.2022.103174","volume":"102","author":"S Fu","year":"2022","unstructured":"Fu S, Zheng X, Wong IA (2022) The perils of hotel technology: the robot usage resistance model. Int J Hosp Manag 102:103174","journal-title":"Int J Hosp Manag"},{"issue":"2","key":"275_CR27","doi-asserted-by":"publisher","first-page":"3","DOI":"10.2307\/23044042","volume":"35","author":"D Gefen","year":"2011","unstructured":"Gefen D, Rigdon EE, Straub D (2011) An update and extension to SEM guidelines for administrative and social science research. MIS Q 35(2):3\u201314","journal-title":"MIS Q"},{"issue":"9","key":"275_CR28","doi-asserted-by":"publisher","first-page":"3482","DOI":"10.1108\/IJCHM-06-2021-0807","volume":"34","author":"X Guan","year":"2022","unstructured":"Guan X, Gong J, Li M, Huan T-C (2022) Exploring key factors influencing customer behavioral intention in robot restaurants. Int J Contemp Hosp M 34(9):3482\u20133501","journal-title":"Int J Contemp Hosp M"},{"key":"275_CR29","doi-asserted-by":"publisher","first-page":"157","DOI":"10.1016\/j.ijinfomgt.2019.03.008","volume":"49","author":"D Gursoy","year":"2019","unstructured":"Gursoy D, Chi OHX, Lu L, Nunkoo R (2019) Consumers acceptance of artificially intelligent (AI) device use in service delivery. Int J Inform Manage 49:157\u2013169","journal-title":"Int J Inform Manage"},{"issue":"1","key":"275_CR30","doi-asserted-by":"publisher","first-page":"2","DOI":"10.1108\/EBR-11-2018-0203","volume":"31","author":"JF Hair","year":"2019","unstructured":"Hair JF, Risher JJ, Sarstedt M, Ringle CM (2019) When to use and how to report the results of PLS-SEM. Eur Bus Rev 31(1):2\u201324","journal-title":"Eur Bus Rev"},{"issue":"1","key":"275_CR31","doi-asserted-by":"publisher","first-page":"115","DOI":"10.1007\/s11747-014-0403-8","volume":"43","author":"J Henseler","year":"2015","unstructured":"Henseler J, Ringle CM, Sarstedt M (2015) A new criterion for assessing discriminant validity in variance-based structural equation modeling. J Acad Mark Sci 43(1):115\u2013135","journal-title":"J Acad Mark Sci"},{"issue":"2","key":"275_CR32","doi-asserted-by":"publisher","first-page":"155","DOI":"10.1177\/1094670517752459","volume":"21","author":"M-H Huang","year":"2018","unstructured":"Huang M-H, Rust RT (2018) Artificial intelligence in service. J Serv Res 21(2):155\u2013172","journal-title":"J Serv Res"},{"issue":"8","key":"275_CR33","first-page":"957","volume":"28","author":"Y-C Huang","year":"2019","unstructured":"Huang Y-C, Chang LL, Yu C-P, Chen J (2019) Examining an extended technology acceptance model with experience construct on hotel consumers\u2019 adoption of mobile applications. J Hosp Market Manag 28(8):957\u2013980","journal-title":"J Hosp Market Manag"},{"key":"275_CR34","doi-asserted-by":"publisher","first-page":"170","DOI":"10.1016\/j.tourman.2017.06.013","volume":"63","author":"K Hur","year":"2017","unstructured":"Hur K, Kim TT, Karatepe OM, Lee G (2017) An exploration of the factors influencing social media continuance usage and information sharing intentions among korean travellers. Tour Manag 63:170\u2013178","journal-title":"Tour Manag"},{"issue":"2","key":"275_CR35","doi-asserted-by":"publisher","first-page":"205","DOI":"10.1007\/s40558-020-00175-1","volume":"22","author":"S Ivanov","year":"2020","unstructured":"Ivanov S (2020) The impact of automation on tourism and hospitality jobs. Inf Technol Tourism 22(2):205\u2013215","journal-title":"Inf Technol Tourism"},{"issue":"4","key":"275_CR36","doi-asserted-by":"publisher","first-page":"404","DOI":"10.1177\/1094670519842334","volume":"22","author":"M J\u00f6rling","year":"2019","unstructured":"J\u00f6rling M, B\u00f6hm R, Paluch S (2019) Service robots: drivers of perceived responsibility for service outcomes. J Serv Res 22(4):404\u2013420","journal-title":"J Serv Res"},{"key":"275_CR37","doi-asserted-by":"publisher","first-page":"10","DOI":"10.1016\/j.jhtm.2022.11.006","volume":"54","author":"WK Kao","year":"2023","unstructured":"Kao WK, Huang YS (2023) Service robots in full- and limited-service restaurants: extending technology acceptance model. J Hosp Tour Manag 54:10\u201321","journal-title":"J Hosp Tour Manag"},{"issue":"2","key":"275_CR38","doi-asserted-by":"publisher","first-page":"169","DOI":"10.1521\/soco.2008.26.2.169","volume":"26","author":"S Kiesler","year":"2008","unstructured":"Kiesler S, Powers A, Fussell SR, Torrey C (2008) Anthropomorphic interactions with a robot and robot-like agent. Soc Cognition 26(2):169\u2013181","journal-title":"Soc Cognition"},{"key":"275_CR39","doi-asserted-by":"publisher","first-page":"461","DOI":"10.1016\/j.ijinfomgt.2019.07.016","volume":"49","author":"DB K\u00f6se","year":"2019","unstructured":"K\u00f6se DB, Morschheuser B, Hamari J (2019) Is it a tool or a toy? How user\u2019s conception of a system\u2019s purpose affects their experience and use. Int J Inf Manage 49:461\u2013474","journal-title":"Int J Inf Manage"},{"issue":"2","key":"275_CR40","doi-asserted-by":"publisher","first-page":"205","DOI":"10.1287\/isre.13.2.205.83","volume":"13","author":"M Koufaris","year":"2002","unstructured":"Koufaris M (2002) Applying the technology acceptance model and flow theory to online consumer behavior. Inf Syst Res 13(2):205\u2013223","journal-title":"Inf Syst Res"},{"issue":"3","key":"275_CR41","doi-asserted-by":"publisher","first-page":"364","DOI":"10.1108\/JSM-11-2020-0447","volume":"36","author":"VG Kuppelwieser","year":"2022","unstructured":"Kuppelwieser VG, Klaus P, Manthiou A, Hollebeek LD (2022) The role of customer experience in the perceived value\u2013word-of-mouth relationship. J Serv Mark 36(3):364\u2013378","journal-title":"J Serv Mark"},{"issue":"2","key":"275_CR42","first-page":"177","volume":"12","author":"W Kwon","year":"2021","unstructured":"Kwon W, Lee M, Back K-J, Lee KY (2021) Assessing restaurant review helpfulness through big data: dual-process and social influence theory. J Hosp Tour Technol 12(2):177\u2013195","journal-title":"J Hosp Tour Technol"},{"issue":"4","key":"275_CR43","doi-asserted-by":"publisher","first-page":"497","DOI":"10.1007\/s40558-020-00193-z","volume":"22","author":"A Lau","year":"2020","unstructured":"Lau A (2020) New technologies used in COVID-19 for business survival: insights from the hotel sector in China. Inf Technol Tourism 22(4):497\u2013504","journal-title":"Inf Technol Tourism"},{"issue":"2","key":"275_CR44","doi-asserted-by":"publisher","first-page":"506","DOI":"10.1016\/j.compedu.2009.09.002","volume":"54","author":"M-C Lee","year":"2010","unstructured":"Lee M-C (2010) Explaining and predicting users\u2019 continuance intention toward e-learning: an extension of the expectation-confirmation model. Comput Educ 54(2):506\u2013516","journal-title":"Comput Educ"},{"key":"275_CR45","first-page":"100781","volume":"37","author":"Y Lee","year":"2021","unstructured":"Lee Y, Lee S, Kim D-Y (2021) Exploring hotel guests\u2019 perceptions of using robot assistants. Tour Manag Perspect 37:100781","journal-title":"Tour Manag Perspect"},{"issue":"1","key":"275_CR46","doi-asserted-by":"publisher","first-page":"279","DOI":"10.1108\/TR-06-2019-0229","volume":"75","author":"XY Leung","year":"2020","unstructured":"Leung XY (2020) Technology-enabled service evolution in tourism: a perspective article. Tour Rev 75(1):279\u2013282","journal-title":"Tour Rev"},{"key":"275_CR47","doi-asserted-by":"publisher","first-page":"102930","DOI":"10.1016\/j.ijhm.2021.102930","volume":"95","author":"M Li","year":"2021","unstructured":"Li M, Yin D, Qiu H, Bai B (2021) A systematic review of AI technology-based service encounters: implications for hospitality and tourism operations. Int J Hosp Manag 95:102930","journal-title":"Int J Hosp Manag"},{"key":"275_CR49","doi-asserted-by":"publisher","first-page":"102876","DOI":"10.1016\/j.ijhm.2021.102876","volume":"94","author":"IY Lin","year":"2021","unstructured":"Lin IY, Mattila AS (2021) The value of service robots from the hotel guest\u2019s perspective: a mixed-method approach. Int J Hosp Manag 94:102876","journal-title":"Int J Hosp Manag"},{"issue":"5","key":"275_CR48","first-page":"530","volume":"29","author":"H Lin","year":"2020","unstructured":"Lin H, Chi OH, Gursoy D (2020) Antecedents of customers\u2019 acceptance of artificially intelligent robotic device use in hospitality services. J Hosp Market Manag 29(5):530\u2013549","journal-title":"J Hosp Market Manag"},{"issue":"6","key":"275_CR50","first-page":"13","volume":"36","author":"X Liu","year":"2021","unstructured":"Liu X, Xie L, Li D (2021) Investigation into the impact of anthropomorphism of tourism service robots on customers\u2019 intention of value co-creation. Tourism Tribune 36(6):13\u201326","journal-title":"Tourism Tribune"},{"key":"275_CR51","doi-asserted-by":"publisher","first-page":"103324","DOI":"10.1016\/j.annals.2021.103324","volume":"92","author":"X Liu","year":"2022","unstructured":"Liu X, Yi X, Wan LC (2022) Friendly or competent? The effects of perception of robot appearance and service context on usage intention. Ann Tourism Res 92:103324","journal-title":"Ann Tourism Res"},{"key":"275_CR52","doi-asserted-by":"publisher","first-page":"36","DOI":"10.1016\/j.ijhm.2019.01.005","volume":"80","author":"L Lu","year":"2019","unstructured":"Lu L, Cai R, Gursoy D (2019) Developing and validating a service robot integration willingness scale. Int J Hosp Manag 80:36\u201351","journal-title":"Int J Hosp Manag"},{"key":"275_CR53","doi-asserted-by":"publisher","first-page":"102823","DOI":"10.1016\/j.ijhm.2020.102823","volume":"94","author":"L Lu","year":"2021","unstructured":"Lu L, Zhang P, Zhang T (2021) Leveraging human-likeness of robotic service at restaurants. Int J Hosp Manag 94:102823","journal-title":"Int J Hosp Manag"},{"issue":"6","key":"275_CR54","first-page":"937","volume":"38","author":"X Luo","year":"2019","unstructured":"Luo X, Tong S, Fang Z, Qu Z (2019) Frontiers: Machines vs. humans: the impact of artificial intelligence chatbot disclosure on customer purchases. Mark Sci 38(6):937\u2013947","journal-title":"Mark Sci"},{"key":"275_CR55","doi-asserted-by":"crossref","unstructured":"van Pinxteren MME, Wetzels RWH, R\u00fcger J, Pluymaekers M, Wetzels M (2019) Trust in humanoid robots: implications for services marketing. J Serv Mark 33(4):507\u2013518","DOI":"10.1108\/JSM-01-2018-0045"},{"issue":"12","key":"275_CR56","doi-asserted-by":"publisher","first-page":"3895","DOI":"10.1108\/IJCHM-06-2020-0597","volume":"32","author":"A Milman","year":"2020","unstructured":"Milman A, Tasci A, Zhang T (2020) Perceived robotic server qualities and functions explaining customer loyalty in the theme park context. Int J Contemp Hosp M 32(12):3895\u20133923","journal-title":"Int J Contemp Hosp M"},{"issue":"2","key":"275_CR57","doi-asserted-by":"publisher","first-page":"343","DOI":"10.1007\/s12525-020-00411-w","volume":"31","author":"S Moussawi","year":"2021","unstructured":"Moussawi S, Koufaris M, Benbunan-Fich R (2021) How perceptions of intelligence and anthropomorphism affect adoption of personal intelligent agents. Electron Mark 31(2):343\u2013364","journal-title":"Electron Mark"},{"issue":"7","key":"275_CR58","doi-asserted-by":"publisher","first-page":"784","DOI":"10.1080\/10548408.2019.1571983","volume":"36","author":"J Murphy","year":"2019","unstructured":"Murphy J, Gretzel U, Pesonen J (2019) Marketing robot services in hospitality and tourism: the role of anthropomorphism. J Travel Tour Mark 36(7):784\u2013795","journal-title":"J Travel Tour Mark"},{"issue":"2","key":"275_CR59","doi-asserted-by":"publisher","first-page":"246","DOI":"10.1108\/JOSM-10-2020-0372","volume":"33","author":"G Odekerken-Schr\u00f6der","year":"2022","unstructured":"Odekerken-Schr\u00f6der G, Mennens K, Steins M, Mahr D (2022) The service triad: an empirical study of service robots, customers and frontline employees. J Serv Manage 33(2):246\u2013292","journal-title":"J Serv Manage"},{"key":"275_CR60","doi-asserted-by":"publisher","first-page":"106","DOI":"10.1016\/j.ijhm.2016.06.007","volume":"57","author":"AB Ozturk","year":"2016","unstructured":"Ozturk AB, Nusair K, Okumus F, Hua N (2016) The role of utilitarian and hedonic values on users\u2019 continued usage intention in a mobile hotel booking environment. Int J Hosp Manag 57:106\u2013115","journal-title":"Int J Hosp Manag"},{"key":"275_CR61","doi-asserted-by":"publisher","first-page":"102888","DOI":"10.1016\/j.annals.2020.102888","volume":"81","author":"S Park","year":"2020","unstructured":"Park S (2020) Multifaceted trust in tourism service robots. Ann Tourism Res 81:102888","journal-title":"Ann Tourism Res"},{"issue":"4","key":"275_CR62","doi-asserted-by":"publisher","first-page":"379","DOI":"10.1177\/1938965519899929","volume":"61","author":"HG Parsa","year":"2020","unstructured":"Parsa HG, Shuster BK, Bujisic M (2020) New classification system for the U.S. restaurant industry: application of utilitarian and hedonic continuum model. Cornell Hosp Q 61(4):379\u2013400","journal-title":"Cornell Hosp Q"},{"key":"275_CR63","doi-asserted-by":"publisher","first-page":"106855","DOI":"10.1016\/j.chb.2021.106855","volume":"122","author":"C Pelau","year":"2021","unstructured":"Pelau C, Dabija D-C, Ene I (2021) What makes an AI device human-like? The role of interaction quality, empathy and perceived psychological anthropomorphic characteristics in the acceptance of artificial intelligence in the service industry. Comput Hum Behav 122:106855","journal-title":"Comput Hum Behav"},{"issue":"4","key":"275_CR64","doi-asserted-by":"publisher","first-page":"67","DOI":"10.1177\/0022242920914861","volume":"84","author":"L Peng","year":"2020","unstructured":"Peng L, Cui G, Chung Y, Zheng W (2020) The faces of success: beauty and ugliness premiums in e-commerce platforms. J Mark 84(4):67\u201385","journal-title":"J Mark"},{"key":"275_CR65","doi-asserted-by":"publisher","first-page":"129","DOI":"10.1016\/j.chb.2018.04.026","volume":"86","author":"N Pi\u00e7arra","year":"2018","unstructured":"Pi\u00e7arra N, Giger J-C (2018) Predicting intention to work with social robots at anticipation stage: assessing the role of behavioral desire and anticipated emotions. Comput Hum Behav 86:129\u2013146","journal-title":"Comput Hum Behav"},{"issue":"10","key":"275_CR66","doi-asserted-by":"publisher","first-page":"3199","DOI":"10.1108\/IJCHM-04-2020-0259","volume":"32","author":"R Pillai","year":"2020","unstructured":"Pillai R, Sivathanu B (2020) Adoption of AI-based chatbots for hospitality and tourism. Int J Contemp Hosp M 32(10):3199\u20133226","journal-title":"Int J Contemp Hosp M"},{"issue":"3","key":"275_CR67","first-page":"247","volume":"29","author":"H Qiu","year":"2020","unstructured":"Qiu H, Li M, Shu B, Bai B (2020) Enhancing hospitality experience with service robots: the mediating role of rapport building. J Hosp Market Manag 29(3):247\u2013268","journal-title":"J Hosp Market Manag"},{"issue":"7753","key":"275_CR68","doi-asserted-by":"publisher","first-page":"477","DOI":"10.1038\/s41586-019-1138-y","volume":"568","author":"I Rahwan","year":"2019","unstructured":"Rahwan I, Cebrian M, Obradovich N, Bongard J, Bonnefon JF, Breazeal C, Crandall JW, Christakis NA et al (2019) Machine behaviour. Nature 568(7753):477\u2013486","journal-title":"Nature"},{"issue":"3","key":"275_CR69","doi-asserted-by":"publisher","first-page":"736","DOI":"10.1287\/isre.2021.1015","volume":"32","author":"S Schanke","year":"2021","unstructured":"Schanke S, Burtch G, Ray G (2021) Estimating the impact of humanizing customer service chatbots. Inf Syst Res 32(3):736\u2013751","journal-title":"Inf Syst Res"},{"key":"275_CR70","unstructured":"Schepers J, Belanche D, Flavian C, Casalo L (2019) Robots in frontline services: the influence of human-likeness, competence and warmth on service value and loyalty intentions. In: 2019 Winter AMA Proceedings"},{"issue":"8","key":"275_CR71","doi-asserted-by":"publisher","first-page":"1714","DOI":"10.1177\/0047287520966395","volume":"60","author":"S Shi","year":"2021","unstructured":"Shi S, Gong Y, Gursoy D (2021) Antecedents of trust and adoption intention toward artificially intelligent recommendation systems in travel planning: a heuristic-systematic model. J Travel Res 60(8):1714\u20131734","journal-title":"J Travel Res"},{"issue":"9","key":"275_CR72","doi-asserted-by":"publisher","first-page":"1659","DOI":"10.1108\/IMDS-02-2020-0069","volume":"120","author":"W-L Shiau","year":"2020","unstructured":"Shiau W-L, Yuan Y, Pu X, Ray S, Chen CC (2020) Understanding fintech continuance: perspectives from self-efficacy and ECT-IS theories. Ind Manag Data Syst 120(9):1659\u20131689","journal-title":"Ind Manag Data Syst"},{"issue":"6","key":"275_CR73","doi-asserted-by":"publisher","first-page":"2337","DOI":"10.1108\/IJCHM-09-2021-1171","volume":"34","author":"H Shin","year":"2022","unstructured":"Shin H (2022) A critical review of robot research and future research opportunities: adopting a service ecosystem perspective. Int J Contemp Hosp M 34(6):2337\u20132358","journal-title":"Int J Contemp Hosp M"},{"issue":"8","key":"275_CR74","doi-asserted-by":"publisher","first-page":"2613","DOI":"10.1108\/IJCHM-09-2019-0798","volume":"32","author":"HH Shin","year":"2020","unstructured":"Shin HH, Jeong M (2020) Guests\u2019 perceptions of robot concierge and their adoption intentions. Int J Contemp Hosp M 32(8):2613\u20132633","journal-title":"Int J Contemp Hosp M"},{"key":"275_CR75","doi-asserted-by":"publisher","first-page":"11","DOI":"10.1016\/j.ijhm.2018.12.008","volume":"79","author":"YH Shin","year":"2019","unstructured":"Shin YH, Kim H, Severt K (2019) Consumer values and service quality perceptions of food truck experiences. Int J Hosp Manag 79:11\u201320","journal-title":"Int J Hosp Manag"},{"key":"275_CR76","doi-asserted-by":"publisher","first-page":"102176","DOI":"10.1016\/j.ijinfomgt.2020.102176","volume":"54","author":"J Son","year":"2020","unstructured":"Son J, Lee J, Oh O, Lee HK, Woo J (2020) Using a heuristic-systematic model to assess the Twitter user profile\u2019s impact on disaster tweet credibility. Int J Inf Manage 54:102176","journal-title":"Int J Inf Manage"},{"key":"275_CR77","doi-asserted-by":"publisher","first-page":"439","DOI":"10.1007\/s40558-022-00234-9","volume":"24","author":"U Stankov","year":"2022","unstructured":"Stankov U, Gretzel U, Vuji\u010di\u0107 MD, Pavlukovi\u0107 V, Jovanovi\u0107 T, Solarevi\u0107 M, Cimbaljevi\u0107 M (2022) The pandemic of loneliness: esigning smart tourism for combating loneliness. Inf Technol Tourism 24:439\u2013455","journal-title":"Inf Technol Tourism"},{"issue":"3","key":"275_CR78","doi-asserted-by":"publisher","first-page":"271","DOI":"10.1287\/isre.1050.0058","volume":"16","author":"KY Tam","year":"2005","unstructured":"Tam KY, Ho SY (2005) Web personalization as a persuasion strategy: an elaboration likelihood model perspective. Inf Syst Res 16(3):271\u2013291","journal-title":"Inf Syst Res"},{"issue":"3","key":"275_CR79","doi-asserted-by":"publisher","first-page":"253","DOI":"10.1007\/s12369-011-0100-4","volume":"3","author":"R Tamagawa","year":"2011","unstructured":"Tamagawa R, Watson CI, Kuo IH, MacDonald BA, Broadbent E (2011) The effects of synthesized voice accents on user perceptions of robots. Int J Soc Robot 3(3):253\u2013262","journal-title":"Int J Soc Robot"},{"key":"275_CR80","doi-asserted-by":"publisher","unstructured":"Tussyadiah IP, Park S (2018) Consumer evaluation of hotel service robots. In: Stangl B, Pesonen J (eds) Information and Communication Technologies in Tourism 2018. Springer, pp 308\u2013320. DOI: https:\/\/doi.org\/10.1007\/978-3-319-72923-7_24","DOI":"10.1007\/978-3-319-72923-7_24"},{"issue":"1","key":"275_CR81","doi-asserted-by":"publisher","first-page":"71","DOI":"10.2307\/3250959","volume":"25","author":"V Venkatesh","year":"2001","unstructured":"Venkatesh V, Brown SA (2001) A longitudinal investigation of personal computers in homes: adoption determinants and emerging challenges. MIS Q 25(1):71\u2013102","journal-title":"MIS Q"},{"key":"275_CR82","doi-asserted-by":"publisher","first-page":"157","DOI":"10.2307\/41410412","volume":"36","author":"V Venkatesh","year":"2012","unstructured":"Venkatesh V, Thong J, Xu X (2012) Consumer acceptance and user of information technology: extending the unified theory of acceptance and use of technology. MIS Q 36:157\u2013178","journal-title":"MIS Q"},{"issue":"4","key":"275_CR83","first-page":"609","volume":"12","author":"Y Wang","year":"2021","unstructured":"Wang Y, Cai X, Xu C, Li J (2021) Rise of the machines: examining the influence of professional service robots attributes on consumers\u2019 experience. J Hosp Tour Technol 12(4):609\u2013623","journal-title":"J Hosp Tour Technol"},{"issue":"5","key":"275_CR84","doi-asserted-by":"publisher","first-page":"907","DOI":"10.1108\/JOSM-04-2018-0119","volume":"29","author":"J Wirtz","year":"2018","unstructured":"Wirtz J, Patterson PG, Kunz WH, Gruber T, Lu VN, Paluch S, Martins A (2018) Brave new world: service robots in the frontline. J Serv Manage 29(5):907\u2013931","journal-title":"J Serv Manage"},{"issue":"5","key":"275_CR85","doi-asserted-by":"publisher","first-page":"783","DOI":"10.1108\/JOSM-12-2020-0448","volume":"32","author":"L Wu","year":"2021","unstructured":"Wu L, Fan A, Yang Y, He Z (2021) Robotic involvement in the service encounter: a value-centric experience framework and empirical validation. J Serv Manage 32(5):783\u2013812","journal-title":"J Serv Manage"},{"issue":"1","key":"275_CR87","first-page":"1","volume":"31","author":"Y Yang","year":"2022","unstructured":"Yang Y, Liu Y, Lv X, Ai J, Li Y (2022) Anthropomorphism and customers\u2019 willingness to use artificial intelligence service agents. J Hosp Market Manag 31(1):1\u201323","journal-title":"J Hosp Market Manag"},{"key":"275_CR86","doi-asserted-by":"publisher","first-page":"103425","DOI":"10.1016\/j.annals.2022.103425","volume":"95","author":"H Yang","year":"2022","unstructured":"Yang H, Xu H, Zhang Y, Liang Y, Lyu T (2022) Exploring the effect of humor in robot failure. Ann Tourism Res 95:103425","journal-title":"Ann Tourism Res"},{"issue":"3","key":"275_CR88","doi-asserted-by":"publisher","first-page":"428","DOI":"10.1108\/TR-07-2018-0097","volume":"74","author":"C-E Yu","year":"2019","unstructured":"Yu C-E, Ngan HFB (2019) The power of head tilts: gender and cultural differences of perceived human vs human-like robot smile in service. Tour Rev 74(3):428\u2013442","journal-title":"Tour Rev"},{"issue":"3","key":"275_CR89","doi-asserted-by":"publisher","first-page":"724","DOI":"10.1080\/14616688.2020.1762118","volume":"22","author":"Z Zeng","year":"2020","unstructured":"Zeng Z, Chen P-J, Lew AA (2020) From high-touch to high-tech: COVID-19 drives robotics adoption. Tourism Geogr 22(3):724\u2013734","journal-title":"Tourism Geogr"},{"key":"275_CR90","doi-asserted-by":"publisher","first-page":"78","DOI":"10.1016\/j.dss.2014.08.005","volume":"67","author":"KZK Zhang","year":"2014","unstructured":"Zhang KZK, Zhao SJ, Cheung CMK, Lee MKO (2014) Examining the influence of online reviews on consumers\u2019 decision-making: a heuristic-systematic model. Decis Support Syst 67:78\u201389","journal-title":"Decis Support Syst"},{"issue":"2","key":"275_CR91","doi-asserted-by":"publisher","first-page":"197","DOI":"10.1086\/651257","volume":"37","author":"X Zhao","year":"2010","unstructured":"Zhao X, Lynch JG, Chen Q (2010) Reconsidering baron and kenny: myths and truths about mediation analysis. J Consum Res 37(2):197\u2013206","journal-title":"J Consum Res"},{"issue":"4","key":"275_CR92","doi-asserted-by":"publisher","first-page":"1062","DOI":"10.1108\/TR-06-2021-0276","volume":"77","author":"L Zhong","year":"2022","unstructured":"Zhong L, Coca-Stefaniak JA, Morrison AM, Yang L, Deng B (2022) Technology acceptance before and after COVID-19: no-touch service from hotel robots. Tour Rev 77(4):1062\u20131080","journal-title":"Tour Rev"}],"container-title":["Information Technology &amp; Tourism"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/s40558-023-00275-8.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/article\/10.1007\/s40558-023-00275-8\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/s40558-023-00275-8.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2024,1,11]],"date-time":"2024-01-11T10:02:25Z","timestamp":1704967345000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1007\/s40558-023-00275-8"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2023,10,24]]},"references-count":92,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2024,3]]}},"alternative-id":["275"],"URL":"https:\/\/doi.org\/10.1007\/s40558-023-00275-8","relation":{},"ISSN":["1098-3058","1943-4294"],"issn-type":[{"value":"1098-3058","type":"print"},{"value":"1943-4294","type":"electronic"}],"subject":[],"published":{"date-parts":[[2023,10,24]]},"assertion":[{"value":"15 July 2022","order":1,"name":"received","label":"Received","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"25 September 2023","order":2,"name":"revised","label":"Revised","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"30 September 2023","order":3,"name":"accepted","label":"Accepted","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"24 October 2023","order":4,"name":"first_online","label":"First Online","group":{"name":"ArticleHistory","label":"Article History"}},{"order":1,"name":"Ethics","group":{"name":"EthicsHeading","label":"Declarations"}},{"value":"This manuscript has not been published or presented elsewhere in part or in entirety and is not under consideration by another journal. All study participants provided informed consent. We have read and understood the journal\u2019s policies, and we believe that neither the manuscript nor the study violates any of these.","order":2,"name":"Ethics","group":{"name":"EthicsHeading","label":"Ethics approval"}},{"value":"There are no conflicts of interest to declare.","order":3,"name":"Ethics","group":{"name":"EthicsHeading","label":"Conflicts of interest"}}]}}