{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,8,7]],"date-time":"2026-08-07T16:10:38Z","timestamp":1786119038680,"version":"3.56.0"},"reference-count":59,"publisher":"Emerald","issue":"6","license":[{"start":{"date-parts":[[2021,2,22]],"date-time":"2021-02-22T00:00:00Z","timestamp":1613952000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["IMDS"],"published-print":{"date-parts":[[2021,6,7]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>The main purpose of this study is to investigate the impact of service robots on hotel visitors' behaviour and to verify the role of anthropomorphism(human likeness) in customer satisfaction with robots.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>An online survey of 381 respondents was conducted, divided into three types of robots according to the level of anthropomorphism. The research model was thoroughly tested using the PLS-SEM method. Research model was tested thoroughly using the PLS-SEM method.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>This study found that user satisfaction with service robots in a hotel had a positive impact on user satisfaction, attitude towards the hotel and room purchase intention. Moreover, our results showed that users were most likely to accept medium-human likeness robots and least likely to accept high\u2013human likeness robots.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>This study proposes influencing factors to be considered when researching hotel service robots, as well as practical suggestions for any hotel intending to use or currently using a service robot.<\/jats:p><\/jats:sec>","DOI":"10.1108\/imds-11-2020-0664","type":"journal-article","created":{"date-parts":[[2021,2,20]],"date-time":"2021-02-20T05:24:42Z","timestamp":1613798682000},"page":"1457-1478","source":"Crossref","is-referenced-by-count":83,"title":["Assessing the hotel service robot interaction on tourists' behaviour: the role of anthropomorphism"],"prefix":"10.1108","volume":"121","author":[{"given":"Jing Wen","family":"Jia","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-2118-0413","authenticated-orcid":false,"given":"Namho","family":"Chung","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Jooyoung","family":"Hwang","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"140","published-online":{"date-parts":[[2021,2,22]]},"reference":[{"issue":"3","key":"key2021060810250988300_ref001","doi-asserted-by":"crossref","first-page":"321","DOI":"10.1177\/0049124192020003002","article-title":"Assumptions and comparative strengths of the two-step approach: comment on Fornell and Yi","volume":"20","year":"1992","journal-title":"Sociological Methods and Research"},{"key":"key2021060810250988300_ref002","first-page":"375","article-title":"A supportive multimodal mobile robot for the home","volume-title":"ERCIM Workshop on User Interfaces for All","year":"2004"},{"key":"key2021060810250988300_ref003","article-title":"Consumer perceptions of interactive service robots: a value-dominant logic perspective","year":"2015"},{"issue":"1","key":"key2021060810250988300_ref004","doi-asserted-by":"crossref","first-page":"71","DOI":"10.1007\/s12369-008-0001-3","article-title":"Measurement instruments for the anthropomorphism, animacy, likeability, perceived intelligence, and perceived safety of robots","volume":"1","year":"2009","journal-title":"International Journal of Social Robotics"},{"key":"key2021060810250988300_ref005","unstructured":"BBC news (2014), \u201cChina restaurant introduces robot waiters\u201d, available at: https:\/\/www.bbc.com\/news\/av\/world-asia-30460737\/china-restaurant-introduces-robot-waiters (accessed 30 January 2020)."},{"issue":"7-8","key":"key2021060810250988300_ref006","doi-asserted-by":"crossref","first-page":"853","DOI":"10.1362\/026725706778612121","article-title":"Determining consumer satisfaction and commitment through self-service technology and personal service usage","volume":"22","year":"2006","journal-title":"Journal of Marketing Management"},{"issue":"2","key":"key2021060810250988300_ref007","doi-asserted-by":"crossref","first-page":"74","DOI":"10.5898\/JHRI.3.2.Beer","article-title":"Toward a framework for levels of robot autonomy in human-robot interaction","volume":"3","year":"2014","journal-title":"Journal of Human-Robot Interaction"},{"key":"key2021060810250988300_ref008","first-page":"195","article-title":"Characteristics of scalability and their impact on performance","year":"2000"},{"issue":"1","key":"key2021060810250988300_ref009","doi-asserted-by":"crossref","first-page":"67","DOI":"10.1108\/JKM-05-2018-0322","article-title":"Tips to use partial least squares structural equation modelling (PLS-SEM) in knowledge management","volume":"23","year":"2019","journal-title":"Journal of Knowledge Management"},{"issue":"5","key":"key2021060810250988300_ref010","doi-asserted-by":"crossref","first-page":"627","DOI":"10.1177\/0047287517708255","article-title":"The role of augmented reality for experience-influenced environments: the case of cultural heritage tourism in Korea","volume":"57","year":"2018","journal-title":"Journal of Travel Research"},{"key":"key2021060810250988300_ref011","volume-title":"Hospitality Information Technology: Learning How to Use it","year":"2008"},{"key":"key2021060810250988300_ref012","unstructured":"Dautenhahn, K. 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