{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,30]],"date-time":"2026-06-30T17:52:27Z","timestamp":1782841947600,"version":"3.54.5"},"reference-count":79,"publisher":"MDPI AG","issue":"6","license":[{"start":{"date-parts":[[2025,5,30]],"date-time":"2025-05-30T00:00:00Z","timestamp":1748563200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"funder":[{"name":"Youth Fund Project of Humanities and Social Sciences Research of the Ministry of Education","award":["21YJC760101"],"award-info":[{"award-number":["21YJC760101"]}]},{"name":"Youth Fund Project of Humanities and Social Sciences Research of the Ministry of Education","award":["FJ2025MGCA042"],"award-info":[{"award-number":["FJ2025MGCA042"]}]},{"name":"Youth Fund Project of Humanities and Social Sciences Research of the Ministry of Education","award":["ZS24005"],"award-info":[{"award-number":["ZS24005"]}]},{"name":"Youth Fund Project of Humanities and Social Sciences Research of the Ministry of Education","award":["2024CXY0409"],"award-info":[{"award-number":["2024CXY0409"]}]},{"name":"Youth Fund Project of Humanities and Social Sciences Research of the Ministry of Education","award":["SKHX24007"],"award-info":[{"award-number":["SKHX24007"]}]},{"name":"Fujian Province Social Science Foundation Project","award":["21YJC760101"],"award-info":[{"award-number":["21YJC760101"]}]},{"name":"Fujian Province Social Science Foundation Project","award":["FJ2025MGCA042"],"award-info":[{"award-number":["FJ2025MGCA042"]}]},{"name":"Fujian Province Social Science Foundation Project","award":["ZS24005"],"award-info":[{"award-number":["ZS24005"]}]},{"name":"Fujian Province Social Science Foundation Project","award":["2024CXY0409"],"award-info":[{"award-number":["2024CXY0409"]}]},{"name":"Fujian Province Social Science Foundation Project","award":["SKHX24007"],"award-info":[{"award-number":["SKHX24007"]}]},{"name":"2024 Fujian Provincial Lifelong Education Quality Improvement Project","award":["21YJC760101"],"award-info":[{"award-number":["21YJC760101"]}]},{"name":"2024 Fujian Provincial Lifelong Education Quality Improvement Project","award":["FJ2025MGCA042"],"award-info":[{"award-number":["FJ2025MGCA042"]}]},{"name":"2024 Fujian Provincial Lifelong Education Quality Improvement Project","award":["ZS24005"],"award-info":[{"award-number":["ZS24005"]}]},{"name":"2024 Fujian Provincial Lifelong Education Quality Improvement Project","award":["2024CXY0409"],"award-info":[{"award-number":["2024CXY0409"]}]},{"name":"2024 Fujian Provincial Lifelong Education Quality Improvement Project","award":["SKHX24007"],"award-info":[{"award-number":["SKHX24007"]}]},{"name":"Design and Development of Intelligent Individual Police Equipment","award":["21YJC760101"],"award-info":[{"award-number":["21YJC760101"]}]},{"name":"Design and Development of Intelligent Individual Police Equipment","award":["FJ2025MGCA042"],"award-info":[{"award-number":["FJ2025MGCA042"]}]},{"name":"Design and Development of Intelligent Individual Police Equipment","award":["ZS24005"],"award-info":[{"award-number":["ZS24005"]}]},{"name":"Design and Development of Intelligent Individual Police Equipment","award":["2024CXY0409"],"award-info":[{"award-number":["2024CXY0409"]}]},{"name":"Design and Development of Intelligent Individual Police Equipment","award":["SKHX24007"],"award-info":[{"award-number":["SKHX24007"]}]},{"name":"Key Technologies and Applications of Holographic Intelligent Training System","award":["21YJC760101"],"award-info":[{"award-number":["21YJC760101"]}]},{"name":"Key Technologies and Applications of Holographic Intelligent Training System","award":["FJ2025MGCA042"],"award-info":[{"award-number":["FJ2025MGCA042"]}]},{"name":"Key Technologies and Applications of Holographic Intelligent Training System","award":["ZS24005"],"award-info":[{"award-number":["ZS24005"]}]},{"name":"Key Technologies and Applications of Holographic Intelligent Training System","award":["2024CXY0409"],"award-info":[{"award-number":["2024CXY0409"]}]},{"name":"Key Technologies and Applications of Holographic Intelligent Training System","award":["SKHX24007"],"award-info":[{"award-number":["SKHX24007"]}]}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Information"],"abstract":"<jats:p>Service robots (SRs) are increasingly deployed in commercial settings, yet the factors influencing their acceptance, particularly emotional design elements, remain understudied. This research investigates SR acceptance factors by integrating the technology acceptance model, the Computers Are Social Actors (CASA) framework, Kansei engineering (KE), and social presence theory (SPT) to examine how design elements influence user responses to SRs. Using structural equation modeling of survey data from 318 shoppers and hotel guests in China, we tested relationships between CASA attributes, emotional perceptions, social presence, and usage intention. The results revealed that communication style produced the strongest effects across all emotional dimensions, with cuteness and coolness directly influencing usage intention, while warmth and novelty operate through social presence mediation. Multi-group analysis identified significant gender differences in response patterns: male users prioritized communication-driven perceptions while female users responded more strongly to coolness attributes. These findings extend our understanding of acceptance factors in service robot adoption, highlighting the critical roles of emotional design, communication style, and gender differences, while suggesting differentiated design approaches for diverse user segments.<\/jats:p>","DOI":"10.3390\/info16060463","type":"journal-article","created":{"date-parts":[[2025,5,30]],"date-time":"2025-05-30T06:14:27Z","timestamp":1748585667000},"page":"463","update-policy":"https:\/\/doi.org\/10.3390\/mdpi_crossmark_policy","source":"Crossref","is-referenced-by-count":3,"title":["Investigating Service Robot Acceptance Factors: The Role of Emotional Design, Communication Style, and Gender Groups"],"prefix":"10.3390","volume":"16","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-5375-9067","authenticated-orcid":false,"given":"Gang","family":"Ren","sequence":"first","affiliation":[{"name":"School of Design Art, Xiamen University of Technology, Xiamen 361024, China"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Xuezhen","family":"Wu","sequence":"additional","affiliation":[{"name":"School of Design Art, Xiamen University of Technology, Xiamen 361024, China"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0009-0008-1426-2155","authenticated-orcid":false,"given":"Zhihuang","family":"Huang","sequence":"additional","affiliation":[{"name":"School of Design Art, Xiamen University of Technology, Xiamen 361024, China"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0003-4479-7587","authenticated-orcid":false,"given":"Baoyi","family":"Zhang","sequence":"additional","affiliation":[{"name":"School of Design Art, Xiamen University of Technology, Xiamen 361024, China"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"1968","published-online":{"date-parts":[[2025,5,30]]},"reference":[{"key":"ref_1","doi-asserted-by":"crossref","first-page":"1016","DOI":"10.1108\/IJCHM-01-2024-0112","article-title":"Robots in service: How robot capabilities and personalities drive customer value co-creation and satisfaction","volume":"37","author":"Balaji","year":"2025","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_2","first-page":"825","article-title":"Influence of robot coolness and affinity on behavioral intention: Examining perceived value as a mediating factor","volume":"15","author":"Chang","year":"2024","journal-title":"J. Hosp. Tour. Technol."},{"key":"ref_3","doi-asserted-by":"crossref","first-page":"104075","DOI":"10.1016\/j.jretconser.2024.104075","article-title":"Consumer acceptance of social robots in domestic settings: A human-robot interaction perspective","volume":"82","author":"Gao","year":"2025","journal-title":"J. Retail. Consum. Serv."},{"key":"ref_4","first-page":"102623","article-title":"Customers\u2019 acceptance of artificially intelligent service robots: The influence of trust and culture","volume":"70","author":"Chi","year":"2023","journal-title":"Int. J. Inf. Manag."},{"key":"ref_5","doi-asserted-by":"crossref","first-page":"632","DOI":"10.1007\/s11747-020-00762-y","article-title":"Understanding anthropomorphism in service provision: A meta-analysis of physical robots, chatbots, and other AI","volume":"49","author":"Blut","year":"2021","journal-title":"J. Acad. Mark. Sci."},{"key":"ref_6","doi-asserted-by":"crossref","first-page":"404","DOI":"10.1177\/1094670519842334","article-title":"Service robots: Drivers of perceived responsibility for service outcomes","volume":"22","author":"Paluch","year":"2019","journal-title":"J. Serv. Res."},{"key":"ref_7","doi-asserted-by":"crossref","first-page":"107954","DOI":"10.1016\/j.chb.2023.107954","article-title":"How to leverage anthropomorphism for chatbot service interfaces: The interplay of communication style and personification","volume":"149","author":"Janson","year":"2023","journal-title":"Comput. Hum. Behav."},{"key":"ref_8","doi-asserted-by":"crossref","first-page":"1799","DOI":"10.1016\/j.chb.2013.02.009","article-title":"Caregiving role in human\u2013robot interaction: A study of the mediating effects of perceived benefit and social presence","volume":"29","author":"Kim","year":"2013","journal-title":"Comput. Hum. Behav."},{"key":"ref_9","doi-asserted-by":"crossref","unstructured":"Maeiro, J., Dias, \u00c1., and Pereira, L. (2025). Cuteness vs. usefulness: A dual perspective on service robot acceptance in the travel industry. J. Theor. Appl. Electron. Commer. Res., 20.","DOI":"10.3390\/jtaer20010048"},{"key":"ref_10","doi-asserted-by":"crossref","unstructured":"Alam, A., Lwin, M., Khan, A., and Mubin, O. (2024). Impact of robot size and number on human\u2013robot persuasion. Information, 15.","DOI":"10.3390\/info15120782"},{"key":"ref_11","first-page":"53","article-title":"The impact of different types of service-robot usage in hotels on guests\u2019 intention to stay","volume":"14","year":"2023","journal-title":"J. Hosp. Tour. Technol."},{"key":"ref_12","doi-asserted-by":"crossref","first-page":"1966","DOI":"10.1108\/IJCHM-05-2022-0597","article-title":"Human\u2013robot interactions in the restaurant setting: The role of social cognition, psychological ownership and anthropomorphism","volume":"35","author":"Romero","year":"2023","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_13","doi-asserted-by":"crossref","first-page":"107512","DOI":"10.1016\/j.chb.2022.107512","article-title":"Anthropomorphic response: Understanding interactions between humans and artificial-intelligence agents","volume":"139","author":"Kim","year":"2023","journal-title":"Comput. Hum. Behav."},{"key":"ref_14","doi-asserted-by":"crossref","unstructured":"Yu, X., Xu, Z., Song, Y., and Liu, X. (2022). The cuter, the better? The impact of cuteness on intention to purchase AI voice assistants: A moderated serial-mediation model. Front. Psychol., 13.","DOI":"10.3389\/fpsyg.2022.1036848"},{"key":"ref_15","doi-asserted-by":"crossref","first-page":"2624","DOI":"10.1108\/JHTI-02-2023-0069","article-title":"Examining how coolness of service robots influences customers\u2019 delight: Mediating role of perceived values","volume":"7","author":"Wu","year":"2024","journal-title":"J. Hosp. Tour. Insights"},{"key":"ref_16","doi-asserted-by":"crossref","unstructured":"Alves-Oliveira, P., Orr, A., Bj\u00f6rling, E.A., and Cakmak, M. (2022). Connecting the dots of social-robot design from interviews with robot creators. Front. Robot. AI, 9.","DOI":"10.3389\/frobt.2022.720799"},{"key":"ref_17","doi-asserted-by":"crossref","unstructured":"Bevilacqua, R., Felici, E., Cavallo, F., Amabili, G., and Maranesi, E. (2021). Designing acceptable robots for assisting older adults: A pilot study on the willingness to interact. Int. J. Environ. Res. Public Health, 18.","DOI":"10.3390\/ijerph182010686"},{"key":"ref_18","doi-asserted-by":"crossref","first-page":"2357","DOI":"10.1002\/mar.21532","article-title":"Examining the effects of robots\u2019 physical appearance, warmth, and competence in frontline services: The humanness-value-loyalty model","volume":"38","author":"Belanche","year":"2021","journal-title":"Psychol. Mark."},{"key":"ref_19","doi-asserted-by":"crossref","first-page":"103078","DOI":"10.1016\/j.ijhm.2021.103078","article-title":"Customer-robot interactions: Understanding customer experience with service robots","volume":"99","author":"Huang","year":"2021","journal-title":"Int. J. Hosp. Manag."},{"key":"ref_20","doi-asserted-by":"crossref","first-page":"319","DOI":"10.2307\/249008","article-title":"Perceived usefulness, perceived ease of use, and user acceptance of information technology","volume":"13","author":"Davis","year":"1989","journal-title":"MIS Q."},{"key":"ref_21","first-page":"81","article-title":"Technology acceptance model: A literature review from 1986 to 2013","volume":"14","year":"2014","journal-title":"Univ. Access Inf. Soc."},{"key":"ref_22","doi-asserted-by":"crossref","first-page":"60889","DOI":"10.1109\/ACCESS.2023.3286570","article-title":"Intelligent attributes of voice assistants and users\u2019 love for AI: A SEM-based study","volume":"11","author":"Pal","year":"2023","journal-title":"IEEE Access"},{"key":"ref_23","doi-asserted-by":"crossref","first-page":"1400","DOI":"10.1057\/s41599-024-03879-5","article-title":"Exploring the mechanism of sustained consumer trust in AI chatbots after service failures: A perspective based on attribution and CASA theories","volume":"11","author":"Gu","year":"2024","journal-title":"Humanit. Soc. Sci. Commun."},{"key":"ref_24","doi-asserted-by":"crossref","first-page":"223","DOI":"10.1006\/ijhc.1995.1042","article-title":"Can computer personalities be human personalities?","volume":"43","author":"Nass","year":"1995","journal-title":"Int. J. Hum.\u2013Comput. Stud."},{"key":"ref_25","doi-asserted-by":"crossref","first-page":"79","DOI":"10.1016\/S0169-8141(96)00022-4","article-title":"Kansei engineering and comfort","volume":"19","author":"Nagamachi","year":"1997","journal-title":"Int. J. Ind. Ergon."},{"key":"ref_26","doi-asserted-by":"crossref","first-page":"103128","DOI":"10.1016\/j.ergon.2021.103128","article-title":"Integrating aesthetic and emotional preferences in social-robot design: An affective-design approach with Kansei engineering and deep convolutional generative adversarial network","volume":"83","author":"Gan","year":"2021","journal-title":"Int. J. Ind. Ergon."},{"key":"ref_27","doi-asserted-by":"crossref","first-page":"329","DOI":"10.1016\/j.jbusres.2022.03.087","article-title":"The role of the human-robot interaction in consumers\u2019 acceptance of humanoid retail service robots","volume":"146","author":"Song","year":"2022","journal-title":"J. Bus. Res."},{"key":"ref_28","doi-asserted-by":"crossref","first-page":"1275","DOI":"10.1108\/IJCHM-12-2022-1528","article-title":"Consumer intention to use service robots: A cognitive\u2013affective\u2013conative framework","volume":"36","author":"Huang","year":"2024","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_29","doi-asserted-by":"crossref","first-page":"104062","DOI":"10.1016\/j.jretconser.2024.104062","article-title":"Customer adoption of robot: Synergizing customer acceptance of robot-assisted retail technologies","volume":"82","author":"Shehawy","year":"2025","journal-title":"J. Retail. Consum. Serv."},{"key":"ref_30","doi-asserted-by":"crossref","first-page":"103324","DOI":"10.1016\/j.annals.2021.103324","article-title":"Friendly or competent? The effects of perception of robot appearance and service context on usage intention","volume":"92","author":"Liu","year":"2022","journal-title":"Ann. Tour. Res."},{"key":"ref_31","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1080\/12460125.2024.2318527","article-title":"Consumer acceptance of retail service robots: Mediating role of pleasure and arousal","volume":"33","author":"Alam","year":"2024","journal-title":"J. Decis. Syst."},{"key":"ref_32","doi-asserted-by":"crossref","first-page":"157","DOI":"10.1007\/s40558-025-00313-7","article-title":"Examining the effects of values and risks on outdoor food-delivery robot adoption using mixed methods: Different stakeholders\u2019 perspectives","volume":"27","author":"Lin","year":"2025","journal-title":"Inf. Technol. Tour."},{"key":"ref_33","doi-asserted-by":"crossref","first-page":"6059","DOI":"10.1007\/s10639-023-12023-w","article-title":"Factors affecting parental intention to use AI-based social robots for children\u2019s ESL learning","volume":"29","author":"Lin","year":"2024","journal-title":"Educ. Inf. Technol."},{"key":"ref_34","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1080\/10447318.2024.2445112","article-title":"Robot acceptance and service quality in food delivery: An expanded TAM-based study","volume":"41","author":"Cavusoglu","year":"2025","journal-title":"Int. J. Hum.\u2013Comput. Interact."},{"key":"ref_35","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1108\/EJM-03-2022-0176","article-title":"Service robots: The dynamic effects of anthropomorphism and functional perceptions on consumers\u2019 responses","volume":"58","author":"So","year":"2024","journal-title":"Eur. J. Mark."},{"key":"ref_36","doi-asserted-by":"crossref","first-page":"89","DOI":"10.21511\/im.21(1).2025.08","article-title":"Perceptual service-robot attributes affecting customer value co-creation intention in luxury-hotel industry","volume":"21","author":"Li","year":"2025","journal-title":"Innov. Mark."},{"key":"ref_37","doi-asserted-by":"crossref","first-page":"75","DOI":"10.1186\/s43093-025-00502-0","article-title":"Service robots and memorable customer experience: The influence of perceived anthropomorphism","volume":"11","year":"2025","journal-title":"Futur. Bus. J."},{"key":"ref_38","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1080\/02642069.2025.2500320","article-title":"The dark side of robot anthropomorphism: Cognitive load, stress, and dysfunctional customer behavior","volume":"45","author":"Gong","year":"2025","journal-title":"Serv. Ind. J."},{"key":"ref_39","doi-asserted-by":"crossref","unstructured":"Reimann, M.M., Hindriks, K.V., Kunneman, F.A., Oertel, C., Skantze, G., and Leite, I. (2025). What can you say to a robot? Capability communication leads to more natural conversations. arXiv.","DOI":"10.1109\/HRI61500.2025.10974151"},{"key":"ref_40","first-page":"1","article-title":"Chatbot dynamics: Trust, social presence and customer satisfaction in AI-driven services","volume":"9","year":"2025","journal-title":"J. Inf. Digit. Technol."},{"key":"ref_41","doi-asserted-by":"crossref","first-page":"3","DOI":"10.1016\/0169-8141(94)00052-5","article-title":"Kansei engineering as an ergonomic consumer-oriented technology for product development","volume":"15","author":"Nagamachi","year":"1995","journal-title":"Int. J. Ind. Ergon."},{"key":"ref_42","doi-asserted-by":"crossref","first-page":"1161","DOI":"10.1007\/s12369-020-00709-x","article-title":"Applying Kansei\/affective-engineering methodologies in the design of social and service robots: A systematic review","volume":"13","author":"Coronado","year":"2021","journal-title":"Int. J. Soc. Robot."},{"key":"ref_43","first-page":"127","article-title":"The role of cuteness on consumer attachment to artificial-intelligence agents","volume":"18","author":"Yim","year":"2024","journal-title":"J. Res. Interact. Mark."},{"key":"ref_44","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1080\/10548408.2024.2425095","article-title":"Mind the voice! The effect of service-robot voice vividness on service-failure tolerance","volume":"42","author":"Huo","year":"2025","journal-title":"J. Travel Tour. Mark."},{"key":"ref_45","doi-asserted-by":"crossref","first-page":"113863","DOI":"10.1016\/j.jbusres.2023.113863","article-title":"I am attracted to my cool smart assistant! Analysing attachment\u2013aversion in AI\u2013human relationships","volume":"161","author":"Guerreiro","year":"2023","journal-title":"J. Bus. Res."},{"key":"ref_46","doi-asserted-by":"crossref","first-page":"879","DOI":"10.1037\/0021-9010.88.5.879","article-title":"Common method biases in behavioral research: A critical review of the literature and recommended remedies","volume":"88","author":"Podsakoff","year":"2003","journal-title":"J. Appl. Psychol."},{"key":"ref_47","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1080\/10447318.2024.2404503","article-title":"The impact of robotic gastronomic experiences on customer value, delight and loyalty in service-robot restaurants","volume":"40","author":"Ali","year":"2024","journal-title":"Int. J. Hum.-Comput. Interact."},{"key":"ref_48","doi-asserted-by":"crossref","first-page":"507","DOI":"10.1108\/JSM-01-2018-0045","article-title":"Trust in humanoid robots: Implications for services marketing","volume":"33","author":"Wetzels","year":"2019","journal-title":"J. Serv. Mark."},{"key":"ref_49","doi-asserted-by":"crossref","first-page":"104309","DOI":"10.1016\/j.tourman.2021.104309","article-title":"Check-in at the robo-desk: Effects of automated social presence on social cognition and service implications","volume":"85","author":"Yoganathan","year":"2021","journal-title":"Tour. Manag."},{"key":"ref_50","doi-asserted-by":"crossref","first-page":"2281053","DOI":"10.1080\/23311975.2023.2281053","article-title":"Robotic dining delight: Unravelling the key factors driving customer satisfaction in service-robot restaurants using PLS-SEM and ML","volume":"10","author":"Sharma","year":"2023","journal-title":"Cogent Bus. Manag."},{"key":"ref_51","first-page":"200","article-title":"Determinants of users\u2019 intentions to use AI-enabled technological innovations in hotels: A hybrid approach using PLS-SEM and fsQCA","volume":"12","author":"Terrah","year":"2024","journal-title":"Adv. Hosp. Tour. Res."},{"key":"ref_52","doi-asserted-by":"crossref","first-page":"2025101","DOI":"10.31893\/multirev.2025101","article-title":"Consumer attitude as a mediator in the adoption of smart-retail technologies in emerging markets","volume":"8","author":"Jaganathan","year":"2024","journal-title":"Multidiscip. Rev."},{"key":"ref_53","doi-asserted-by":"crossref","first-page":"1213","DOI":"10.1108\/IJRDM-12-2019-0406","article-title":"Millennials\u2019 attitude toward chatbots: An experimental study in a social-relationship perspective","volume":"48","author":"Silva","year":"2020","journal-title":"Int. J. Retail Distrib. Manag."},{"key":"ref_54","doi-asserted-by":"crossref","first-page":"867","DOI":"10.1007\/s12369-018-0507-2","article-title":"Robotic versus human coaches for active aging: An automated-social-presence perspective","volume":"12","author":"Avelino","year":"2020","journal-title":"Int. J. Soc. Robot."},{"key":"ref_55","doi-asserted-by":"crossref","unstructured":"Zhou, T., and Wu, X. (2025). Examining generative-AI user disclosure intention: A perceived-affordance perspective. J. Theor. Appl. Electron. Commer. Res., 20.","DOI":"10.3390\/jtaer20020099"},{"key":"ref_56","doi-asserted-by":"crossref","unstructured":"Tai, Y.-H., Nwachukwu, P.T.T., LePage, B.A., and Fang, W.-T. (2024). Examining customer intentions to purchase intelligent-robotic products and services in Taiwan using the theory of planned behaviour. BMC Psychol., 12.","DOI":"10.1186\/s40359-024-01683-z"},{"key":"ref_57","doi-asserted-by":"crossref","first-page":"6570","DOI":"10.1007\/s12144-023-04825-5","article-title":"The effect of anthropomorphic competence-warmth congruence of service robots on recommendation intention","volume":"43","author":"Chi","year":"2024","journal-title":"Curr. Psychol."},{"key":"ref_58","first-page":"1","article-title":"Analysing customer preferences for AI-enabled service-robot physical appearance in the tourism and hospitality industry: Insights and exploration","volume":"22","author":"Kumar","year":"2025","journal-title":"Tour. Plann. Dev."},{"key":"ref_59","doi-asserted-by":"crossref","unstructured":"Yang, Y., Cho, H.-K., and Kim, M.-Y. (2025). Factors affecting the continuance-usage intention of social robots with episodic memory: A stimulus\u2013organism\u2013response perspective. Appl. Sci., 15.","DOI":"10.3390\/app15105334"},{"key":"ref_60","first-page":"619","article-title":"Service-robot acceptance in museums: An empirical study using the service-robot acceptance model (sRAM)","volume":"38","author":"Wong","year":"2024","journal-title":"J. Serv. Manag."},{"key":"ref_61","first-page":"292","article-title":"Foundations of behavioral research","volume":"11","author":"Stockton","year":"1974","journal-title":"Am. Educ. Res. J."},{"key":"ref_62","first-page":"163","article-title":"What promotes the mobile-payment behavior of the elderly? Humanit","volume":"11","author":"Huang","year":"2024","journal-title":"Soc. Sci. Commun."},{"key":"ref_63","doi-asserted-by":"crossref","first-page":"39","DOI":"10.1177\/002224378101800104","article-title":"Evaluating structural equation models with unobservable variables and measurement error","volume":"18","author":"Fornell","year":"1981","journal-title":"J. Mark. Res."},{"key":"ref_64","first-page":"2","article-title":"When to use and how to report the results of PLS-SEM. Eur","volume":"31","author":"Hair","year":"2019","journal-title":"Bus. Rev."},{"key":"ref_65","doi-asserted-by":"crossref","first-page":"141","DOI":"10.1177\/001316446002000116","article-title":"The application of electronic computers to factor analysis","volume":"20","author":"Kaiser","year":"1960","journal-title":"Educ. Psychol. Meas."},{"key":"ref_66","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1016\/j.jhtm.2023.10.015","article-title":"Hotel guest-robot interaction experience: A scale development and validation","volume":"58","author":"Fang","year":"2024","journal-title":"J. Hosp. Tour. Manag."},{"key":"ref_67","doi-asserted-by":"crossref","unstructured":"Abou Allaban, A., Wang, M., and Pad\u0131r, T. (2020). A systematic review of robotics research in support of in-home care for older adults. Information, 11.","DOI":"10.3390\/info11020075"},{"key":"ref_68","doi-asserted-by":"crossref","first-page":"111","DOI":"10.1111\/j.2517-6161.1974.tb00994.x","article-title":"Cross-validatory choice and assessment of statistical predictions","volume":"36","author":"Stone","year":"1974","journal-title":"J. R. Stat. Soc. Ser. B"},{"key":"ref_69","doi-asserted-by":"crossref","unstructured":"Lampropoulos, G. (2025). Social robots in education: Current trends and future perspectives. Information, 16.","DOI":"10.3390\/info16010029"},{"key":"ref_70","doi-asserted-by":"crossref","first-page":"123047","DOI":"10.1016\/j.techfore.2023.123047","article-title":"Embracing RAISA in restaurants: Exploring customer attitudes toward robot adoption","volume":"199","author":"Santiago","year":"2024","journal-title":"Technol. Forecast. Soc. Change"},{"key":"ref_71","unstructured":"Nesselroade, J.R., and Cattell, R.B. (1986). The partial least squares approach to structural equation modeling. Handbook of Multivariate Experimental Psychology, Plenum. [2nd ed.]."},{"key":"ref_72","doi-asserted-by":"crossref","first-page":"101","DOI":"10.1093\/biomet\/61.1.101","article-title":"A predictive approach to the random-effect model","volume":"61","author":"Geisser","year":"1974","journal-title":"Biometrika"},{"key":"ref_73","doi-asserted-by":"crossref","first-page":"103","DOI":"10.1108\/IJRDM-09-2023-0552","article-title":"Understanding Gen Z shoppers\u2019 interaction with customer-service robots: A cognitive-affective-normative perspective","volume":"52","author":"Osakwe","year":"2024","journal-title":"Int. J. Retail Distrib. Manag."},{"key":"ref_74","doi-asserted-by":"crossref","unstructured":"Lei, C., Hossain, M.S., and Wong, E. (2023). Determinants of repurchase intentions of hospitality services delivered by artificially intelligent service robots. Sustainability, 15.","DOI":"10.3390\/su15064914"},{"key":"ref_75","doi-asserted-by":"crossref","first-page":"2135","DOI":"10.1080\/10447318.2024.2316368","article-title":"How service robots facilitate user self-disclosure: The roles of personality, animacy, and automated social presence","volume":"41","author":"Lei","year":"2025","journal-title":"Int. J. Hum.-Comput. Interact."},{"key":"ref_76","doi-asserted-by":"crossref","first-page":"102844","DOI":"10.1016\/j.ijhm.2020.102844","article-title":"Hedonic consumption pathway vs. acquisition-transaction utility pathway: An empirical comparison of Airbnb and hotels","volume":"94","author":"Li","year":"2021","journal-title":"Int. J. Hosp. Manag."},{"key":"ref_77","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1108\/IJCHM-06-2024-0821","article-title":"Enhancing intellectual experiences for users: A multidimensional model of humanoid service robots in hospitality and tourism","volume":"37","author":"Wu","year":"2025","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_78","first-page":"1","article-title":"Exploring the impact of social-robot design characteristics on users\u2019 privacy concerns: Evidence from PLS-SEM and FsQCA","volume":"40","author":"Chen","year":"2024","journal-title":"Int. J. Hum.-Comput. Interact."},{"key":"ref_79","doi-asserted-by":"crossref","first-page":"354","DOI":"10.1177\/1094670520978798","article-title":"To err is human(-oid): How do consumers react to robot service failure and recovery?","volume":"24","author":"Choi","year":"2021","journal-title":"J. Serv. Res."}],"container-title":["Information"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.mdpi.com\/2078-2489\/16\/6\/463\/pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,10,9]],"date-time":"2025-10-09T17:43:44Z","timestamp":1760031824000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.mdpi.com\/2078-2489\/16\/6\/463"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2025,5,30]]},"references-count":79,"journal-issue":{"issue":"6","published-online":{"date-parts":[[2025,6]]}},"alternative-id":["info16060463"],"URL":"https:\/\/doi.org\/10.3390\/info16060463","relation":{},"ISSN":["2078-2489"],"issn-type":[{"value":"2078-2489","type":"electronic"}],"subject":[],"published":{"date-parts":[[2025,5,30]]}}}