{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,6]],"date-time":"2026-02-06T06:43:53Z","timestamp":1770360233529,"version":"3.49.0"},"reference-count":94,"publisher":"MDPI AG","issue":"2","license":[{"start":{"date-parts":[[2026,2,5]],"date-time":"2026-02-05T00:00:00Z","timestamp":1770249600000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"funder":[{"name":"Fujian Provincial Philosophy and Social Sciences Planning Project","award":["FJ2022B080"],"award-info":[{"award-number":["FJ2022B080"]}]}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["Systems"],"abstract":"<jats:p>Although research on hotel service robots has been continuously increasing, the existing literature still lacks a systematic exploration of the multiple concurrent mechanisms involved in the formation of user experience. Based on the theory of value co-creation, this study first extracted the key service robot attributes that affect user experience by analyzing 3200 online user notes from the Chinese platform Xiaohongshu. Then, using 433 valid questionnaires, it employed SEM and fsQCA to examine the influence mechanism of service robot comprehensively attributes on user experience. The results of the SEM study showed that the attributes of perceived usefulness, perceived ease of use, anthropomorphism, and service remediation ability of service robots positively influenced customers\u2019 willingness to co-create value, thereby further enhancing the user experience. The perceived privacy risk attribute did not significantly affect customers\u2019 willingness to co-create value. The fsQCA analysis further identified multiple effective configurations, including antecedent configurations with high customer willingness to co-create value, high usage intention, high satisfaction, and high forgiveness intention as outcome variables. This study, through a combination of methods, revealed the complex experiences users encounter during interactions with service robots and regarded customers\u2019 willingness to participate in value creation as a front-end psychological mechanism, providing a new theoretical perspective on the value co-creation process in human\u2013machine collaboration. At the same time, this study, from the user perspective, provided strategies for optimizing user experience and service deployment for Chinese hotel managers.<\/jats:p>","DOI":"10.3390\/systems14020177","type":"journal-article","created":{"date-parts":[[2026,2,5]],"date-time":"2026-02-05T15:24:19Z","timestamp":1770305059000},"page":"177","update-policy":"https:\/\/doi.org\/10.3390\/mdpi_crossmark_policy","source":"Crossref","is-referenced-by-count":0,"title":["Research on User Experience of Hotel Service Robots from the Perspective of Human\u2013Machine Collaborative Value Creation"],"prefix":"10.3390","volume":"14","author":[{"ORCID":"https:\/\/orcid.org\/0000-0001-6276-0142","authenticated-orcid":false,"given":"Xiaoqian","family":"Lu","sequence":"first","affiliation":[{"name":"School of Business Administration, Jimei University, Xiamen 361021, China"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Shenglan","family":"Li","sequence":"additional","affiliation":[{"name":"School of Business Administration, Jimei University, Xiamen 361021, China"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"1968","published-online":{"date-parts":[[2026,2,5]]},"reference":[{"key":"ref_1","unstructured":"(2025, January 01). Conversational AI Market Size, Statistics, Growth Analysis & Trends. Available online: https:\/\/www.marketsandmarkets.com\/Market-Reports\/conversational-ai-market-49043506.html."},{"key":"ref_2","doi-asserted-by":"crossref","first-page":"103312","DOI":"10.1016\/j.annals.2021.103312","article-title":"Are We Behaviorally Immune to COVID-19 through Robots?","volume":"91","author":"Xiong","year":"2021","journal-title":"Ann. Tour. Res."},{"key":"ref_3","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1108\/IJCHM-03-2024-0322","article-title":"Artificial Intelligence: An Overview of Research Trends and Future Directions","volume":"37","author":"Gursoy","year":"2025","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_4","doi-asserted-by":"crossref","first-page":"2004","DOI":"10.1108\/IJCHM-10-2021-1262","article-title":"Robots at Your Service: Value Facilitation and Value Co-Creation in Restaurants","volume":"34","author":"Zhang","year":"2022","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_5","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1509\/jmkg.68.1.1.24036","article-title":"Evolving to a New Dominant Logic for Marketing","volume":"68","author":"Vargo","year":"2004","journal-title":"J. Mark."},{"key":"ref_6","doi-asserted-by":"crossref","first-page":"412","DOI":"10.1177\/2050157919843961","article-title":"The Privacy Implications of Social Robots: Scoping Review and Expert Interviews","volume":"7","author":"Lutz","year":"2019","journal-title":"Mob. Media Commun."},{"key":"ref_7","first-page":"61","article-title":"Improving Human\u2013Robot Interactions in Hospitality Settings","volume":"34","author":"Collins","year":"2020","journal-title":"Int. Hosp. Rev."},{"key":"ref_8","doi-asserted-by":"crossref","first-page":"104537","DOI":"10.1016\/j.tourman.2022.104537","article-title":"Service Robots: Applying Social Exchange Theory to Better Understand Human\u2013Robot Interactions","volume":"92","author":"Kim","year":"2022","journal-title":"Tour. Manag."},{"key":"ref_9","doi-asserted-by":"crossref","first-page":"180","DOI":"10.1108\/IJCHM-12-2023-1880","article-title":"Cognitive\u2013Analytical and Emotional\u2013Social Tasks Achievement of Service Robots through Human\u2013Robot Interaction","volume":"37","author":"Sun","year":"2024","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_10","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_11","doi-asserted-by":"crossref","first-page":"463","DOI":"10.1016\/j.jbusres.2012.12.021","article-title":"Moving beyond Multiple Regression Analysis to Algorithms: Calling for Adoption of a Paradigm Shift from Symmetric to Asymmetric Thinking in Data Analysis and Crafting Theory","volume":"66","author":"Woodside","year":"2013","journal-title":"J. Bus. Res."},{"key":"ref_12","first-page":"102310","article-title":"Fuzzy-Set Qualitative Comparative Analysis (fsQCA): Guidelines for Research Practice in Information Systems and Marketing","volume":"58","author":"Pappas","year":"2021","journal-title":"Int. J. Inf. Manag."},{"key":"ref_13","doi-asserted-by":"crossref","first-page":"907","DOI":"10.1108\/JOSM-04-2018-0119","article-title":"Brave New World: Service Robots in the Frontline","volume":"29","author":"Wirtz","year":"2018","journal-title":"J. Serv. Manage."},{"key":"ref_14","doi-asserted-by":"crossref","first-page":"36","DOI":"10.1016\/j.ijhm.2019.01.005","article-title":"Developing and Validating a Service Robot Integration Willingness Scale","volume":"80","author":"Lu","year":"2019","journal-title":"Int. J. Hosp. Manag."},{"key":"ref_15","doi-asserted-by":"crossref","first-page":"104042","DOI":"10.1016\/j.tourman.2019.104042","article-title":"Leveraging Human-Robot Interaction in Hospitality Services: Incorporating the Role of Perceived Value, Empathy, and Information Sharing into Visitors\u2019 Intentions to Use Social Robots","volume":"78","author":"Hasan","year":"2020","journal-title":"Tour. Manag."},{"key":"ref_16","first-page":"247","article-title":"Enhancing Hospitality Experience with Service Robots: The Mediating Role of Rapport Building","volume":"29","author":"Qiu","year":"2020","journal-title":"J. Hosp. Mark. Manag."},{"key":"ref_17","first-page":"53","article-title":"The Impact of Different Types of Service Robots Usage in Hotels on Guests\u2019 Intention to Stay","volume":"14","year":"2022","journal-title":"J. Hosp. Tour. Technol."},{"key":"ref_18","doi-asserted-by":"crossref","unstructured":"Seo, K.H., Lee, J.H., Seo, K.H., and Lee, J.H. (2021). The Emergence of Service Robots at Restaurants: Integrating Trust, Perceived Risk, and Satisfaction. Sustainability, 13.","DOI":"10.3390\/su13084431"},{"key":"ref_19","doi-asserted-by":"crossref","first-page":"103587","DOI":"10.1016\/j.ijhm.2023.103587","article-title":"Role of Trust in Customer Attitude and Behaviour Formation towards Social Service Robots","volume":"114","author":"Sepe","year":"2023","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":"Manag. Inf. Syst. Q."},{"key":"ref_21","doi-asserted-by":"crossref","first-page":"425","DOI":"10.2307\/30036540","article-title":"User Acceptance of Information Technology: Toward a Unified View","volume":"27","author":"Venkatesh","year":"2003","journal-title":"Manag. Inf. Syst. Q."},{"key":"ref_22","doi-asserted-by":"crossref","unstructured":"Chang, C., Shao, B., Li, Y., and Zhang, Y. (2022). Factors Influencing Consumers\u2019 Willingness to Accept Service Robots: Based on Online Reviews of Chinese Hotels. Front. Psychol., 13.","DOI":"10.3389\/fpsyg.2022.1016579"},{"key":"ref_23","doi-asserted-by":"crossref","first-page":"2680","DOI":"10.1108\/IJCHM-06-2017-0322","article-title":"Exploring Customer Experiences with Robotics in Hospitality","volume":"30","author":"Tung","year":"2018","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_24","doi-asserted-by":"crossref","first-page":"43","DOI":"10.1177\/1094670516679272","article-title":"Domo Arigato Mr. Roboto: Emergence of Automated Social Presence in Organizational Frontlines and Customers\u2019 Service Experiences","volume":"20","author":"Mende","year":"2017","journal-title":"J. Serv. Res."},{"key":"ref_25","doi-asserted-by":"crossref","first-page":"428","DOI":"10.1108\/TR-07-2018-0097","article-title":"The Power of Head Tilts: Gender and Cultural Differences of Perceived Human vs Human-like Robot Smile in Service","volume":"74","author":"Yu","year":"2019","journal-title":"Tour. Rev."},{"key":"ref_26","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_27","first-page":"157","article-title":"Consumers\u2019 Acceptance of Artificially Intelligent (AI) Device Use in Service Delivery","volume":"49","author":"Gursoy","year":"2019","journal-title":"Int. J. Inf. Manag."},{"key":"ref_28","doi-asserted-by":"crossref","unstructured":"Chen, X., and Zhou, Y. (2025). User Behavior on Value Co-Creation in Human\u2013Computer Interaction: A Meta-Analysis and Research Synthesis. Electronics, 14.","DOI":"10.3390\/electronics14061071"},{"key":"ref_29","doi-asserted-by":"crossref","first-page":"44","DOI":"10.1108\/JOSM-03-2014-0079","article-title":"Adoption of Technology-Based Services: The Role of Customers\u2019 Willingness to Co-Create","volume":"26","author":"Heidenreich","year":"2015","journal-title":"J. Serv. Manag."},{"key":"ref_30","doi-asserted-by":"crossref","first-page":"104210","DOI":"10.1016\/j.ijhm.2025.104210","article-title":"Breaking the Mold: Is There a Gender Stereotype When Robot Service Failures Happen?","volume":"129","author":"Jiang","year":"2025","journal-title":"Int. J. Hosp. Manag."},{"key":"ref_31","doi-asserted-by":"crossref","first-page":"122861","DOI":"10.1016\/j.techfore.2023.122861","article-title":"Being Friendly and Competent: Service Robots\u2019 Proactive Behavior Facilitates Customer Value Co-Creation","volume":"196","author":"Song","year":"2023","journal-title":"Technol. Forecast. Soc. Change"},{"key":"ref_32","doi-asserted-by":"crossref","first-page":"103271","DOI":"10.1016\/j.ijhm.2022.103271","article-title":"Proactivity or Passivity? An Investigation of the Effect of Service Robots\u2019 Proactive Behaviour on Customer Co-Creation Intention","volume":"106","author":"Xie","year":"2022","journal-title":"Int. J. Hosp. Manag."},{"key":"ref_33","doi-asserted-by":"crossref","first-page":"1062","DOI":"10.1111\/jpim.12727","article-title":"Together Forever? How Customer Co-Creation Affects the Adoption of Digital Service Innovations over Time","volume":"41","author":"Heidenreich","year":"2024","journal-title":"J. Prod. Innov. Manag."},{"key":"ref_34","doi-asserted-by":"crossref","first-page":"11","DOI":"10.1145\/235008.235010","article-title":"Quality of Experience: Defining the Criteria for Effective Interaction Design","volume":"3","author":"Alben","year":"1996","journal-title":"Interactions"},{"key":"ref_35","doi-asserted-by":"crossref","first-page":"12","DOI":"10.1016\/j.jbusres.2020.12.056","article-title":"Crafting the Customer Experience in Omnichannel Contexts: The Role of Channel Integration","volume":"126","author":"Gao","year":"2021","journal-title":"J. Bus. Res."},{"key":"ref_36","first-page":"1480","article-title":"The Rise of Smart Consumers: Role of Smart Servicescape and Smart Consumer Experience Co-Creation","volume":"35","author":"Roy","year":"2019","journal-title":"J. Mark. Manag."},{"key":"ref_37","doi-asserted-by":"crossref","first-page":"113526","DOI":"10.1016\/j.jbusres.2022.113526","article-title":"Are AI Chatbots a Cure-All? The Relative Effectiveness of Chatbot Ambidexterity in Crafting Smart Experiences with Hedonic and Cognitive Aspects","volume":"156","author":"Fan","year":"2023","journal-title":"J. Bus. Res."},{"key":"ref_38","doi-asserted-by":"crossref","first-page":"69","DOI":"10.1509\/jm.15.0420","article-title":"Understanding Customer Experience Throughout the Customer Journey","volume":"80","author":"Lemon","year":"2016","journal-title":"J. Mark."},{"key":"ref_39","doi-asserted-by":"crossref","first-page":"102904","DOI":"10.1016\/j.jretconser.2021.102904","article-title":"Influencer Marketing: Homophily, Customer Value Co-Creation Behaviour and Purchase Intention","volume":"66","author":"Bu","year":"2022","journal-title":"J. Retail. Consum. Serv."},{"key":"ref_40","doi-asserted-by":"crossref","first-page":"167","DOI":"10.1007\/s11628-022-00509-5","article-title":"Exploring the Antecedents of Customers\u2019 Willingness to Use Service Robots in Restaurants","volume":"17","author":"Molinillo","year":"2023","journal-title":"Serv. Bus."},{"key":"ref_41","doi-asserted-by":"crossref","first-page":"69","DOI":"10.1016\/j.tourman.2017.09.014","article-title":"Co-Created Value: Multidimensional Scale and Nomological Network","volume":"65","author":"Busser","year":"2018","journal-title":"Tour. Manag."},{"key":"ref_42","doi-asserted-by":"crossref","first-page":"250","DOI":"10.1108\/IJCHM-12-2021-1528","article-title":"Customer Value Co-Creation in the Hospitality and Tourism Industry: A Systematic Literature Review","volume":"35","author":"Carvalho","year":"2022","journal-title":"Int. J. Contemp. Hosp. Manag."},{"key":"ref_43","doi-asserted-by":"crossref","first-page":"102189","DOI":"10.1016\/j.tele.2024.102189","article-title":"When Chatbots Make Errors: Cognitive and Affective Pathways to Understanding Forgiveness of Chatbot Errors","volume":"94","author":"Cao","year":"2024","journal-title":"Telemat. Inform."},{"key":"ref_44","doi-asserted-by":"crossref","first-page":"1006","DOI":"10.3724\/SP.J.1042.2025.1006","article-title":"When artificial intelligence faces human emotions: The impact mechanism of emotion expression in AI-empowered service robots on user experience","volume":"33","author":"Luo","year":"2025","journal-title":"Adv. Psychol. Sci."},{"key":"ref_45","doi-asserted-by":"crossref","first-page":"228","DOI":"10.1080\/10548408.2022.2061672","article-title":"Anthropomorphism and OTA Chatbot Adoption: A Mixed Methods Study","volume":"39","author":"Cai","year":"2022","journal-title":"J. Travel Tour. Mark."},{"key":"ref_46","doi-asserted-by":"crossref","first-page":"320","DOI":"10.1016\/j.lrp.2012.09.008","article-title":"The Use of Partial Least Squares Structural Equation Modeling in Strategic Management Research: A Review of Past Practices and Recommendations for Future Applications","volume":"45","author":"Hair","year":"2012","journal-title":"Long Range Plan."},{"key":"ref_47","doi-asserted-by":"crossref","unstructured":"Ragin, C.C. (2008). Redesigning Social Inquiry: Fuzzy Sets and Beyond, University of Chicago Press.","DOI":"10.7208\/chicago\/9780226702797.001.0001"},{"key":"ref_48","doi-asserted-by":"crossref","first-page":"140","DOI":"10.1016\/j.jbusres.2019.05.022","article-title":"A Mixed Methods UTAUT2-Based Approach to Assess Mobile Health Adoption","volume":"102","author":"Duarte","year":"2019","journal-title":"J. Bus. Res."},{"key":"ref_49","doi-asserted-by":"crossref","first-page":"4501","DOI":"10.1080\/10447318.2023.2226495","article-title":"Determinants of Intention to Use ChatGPT for Educational Purposes: Findings from PLS-SEM and fsQCA","volume":"40","author":"Foroughi","year":"2024","journal-title":"Int. J. Hum.-Comput. Interact."},{"key":"ref_50","doi-asserted-by":"crossref","first-page":"103693","DOI":"10.1016\/j.annals.2023.103693","article-title":"Netnography Evolved: New Contexts, Scope, Procedures and Sensibilities","volume":"104","author":"Kozinets","year":"2024","journal-title":"Ann. Tour. Res."},{"key":"ref_51","doi-asserted-by":"crossref","first-page":"77","DOI":"10.1191\/1478088706qp063oa","article-title":"Using Thematic Analysis in Psychology","volume":"3","author":"Braun","year":"2006","journal-title":"Qual. Res. Psychol."},{"key":"ref_52","doi-asserted-by":"crossref","first-page":"276","DOI":"10.11613\/BM.2012.031","article-title":"Interrater Reliability: The Kappa Statistic","volume":"22","author":"McHugh","year":"2012","journal-title":"Biochem. Med."},{"key":"ref_53","doi-asserted-by":"crossref","first-page":"30","DOI":"10.1007\/s11747-020-00749-9","article-title":"A Strategic Framework for Artificial Intelligence in Marketing","volume":"49","author":"Huang","year":"2021","journal-title":"J. Acad. Mark. Sci."},{"key":"ref_54","doi-asserted-by":"crossref","first-page":"361","DOI":"10.1007\/s12369-010-0068-5","article-title":"Assessing Acceptance of Assistive Social Agent Technology by Older Adults: The Almere Model","volume":"2","author":"Heerink","year":"2010","journal-title":"Int. J. Soc. Robot."},{"key":"ref_55","first-page":"530","article-title":"Antecedents of Customers\u2019 Acceptance of Artificially Intelligent Robotic Device Use in Hospitality Services","volume":"29","author":"Lin","year":"2020","journal-title":"J. Hosp. Mark. Manag."},{"key":"ref_56","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1007\/s11002-019-09485-9","article-title":"Eliza in the Uncanny Valley: Anthropomorphizing Consumer Robots Increases Their Perceived Warmth but Decreases Liking","volume":"30","author":"Kim","year":"2019","journal-title":"Mark. Lett."},{"key":"ref_57","doi-asserted-by":"crossref","first-page":"949","DOI":"10.1177\/10963480231197091","article-title":"Tourists\u2019 Value Co-Creation With Service Robots: Antecedents and Mechanisms","volume":"48","author":"Lin","year":"2024","journal-title":"J. Hosp. Tour. Res."},{"key":"ref_58","first-page":"420","article-title":"How Anthropomorphic Features in Service Robots Foster Co-Creation and Wellbeing among Gen Z Consumers?","volume":"26","author":"Wong","year":"2025","journal-title":"Young Consum. Insight Ideas Responsible Mark."},{"key":"ref_59","doi-asserted-by":"crossref","first-page":"50","DOI":"10.1108\/MIP-08-2023-0388","article-title":"Anthropomorphism of Service-Oriented AI and Customers\u2019 Propensity for Value Co-Creation","volume":"43","author":"Tian","year":"2024","journal-title":"Mark. Intell. Plan."},{"key":"ref_60","doi-asserted-by":"crossref","first-page":"355","DOI":"10.1108\/JPBM-08-2018-1987","article-title":"Instagram Fashionistas, Luxury Visual Image Strategies and Vanity","volume":"29","author":"Jin","year":"2019","journal-title":"J. Prod. Amp Brand. Manag."},{"key":"ref_61","doi-asserted-by":"crossref","first-page":"106870","DOI":"10.1016\/j.chb.2021.106870","article-title":"Unveiling the Complexity of Consumers\u2019 Intention to Use Service Robots: An fsQCA Approach","volume":"123","author":"Chuah","year":"2021","journal-title":"Comput. Hum. Behav."},{"key":"ref_62","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."},{"key":"ref_63","doi-asserted-by":"crossref","first-page":"104254","DOI":"10.1016\/j.jretconser.2025.104254","article-title":"Chatbots at the Frontline: Unveiling Antecedents of Customers\u2019 Willingness to Accept Chatbot Intervention in Service Recovery","volume":"84","author":"Chih","year":"2025","journal-title":"J. Retail. Consum. Serv."},{"key":"ref_64","doi-asserted-by":"crossref","first-page":"623","DOI":"10.1002\/asi.23699","article-title":"Going Beyond Intention: Integrating Behavioral Expectation into the Unified Theory of Acceptance and Use of Technology","volume":"68","author":"Maruping","year":"2025","journal-title":"J. Assoc. Inf. Sci. Technol."},{"key":"ref_65","doi-asserted-by":"crossref","first-page":"680","DOI":"10.1057\/ejis.2012.15","article-title":"Toward a Better Understanding of Behavioral Intention and System Usage Constructs","volume":"21","author":"Wu","year":"2012","journal-title":"Eur. J. Inf. Syst."},{"key":"ref_66","doi-asserted-by":"crossref","first-page":"460","DOI":"10.1177\/002224378001700405","article-title":"A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions","volume":"17","author":"Oliver","year":"1980","journal-title":"J. Mark. Res."},{"key":"ref_67","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1145\/3689044","article-title":"Beyond Intrinsic Motivation: The Role of Autonomous Motivation in User Experience","volume":"31","author":"Bennett","year":"2024","journal-title":"ACM Trans. Comput.-Hum. Interact."},{"key":"ref_68","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","author":"Bartneck","year":"2009","journal-title":"Int. J. Soc. Robot."},{"key":"ref_69","doi-asserted-by":"crossref","first-page":"28","DOI":"10.1016\/j.chb.2019.05.009","article-title":"Hey Alexa \u2026 Examine the Variables Influencing the Use of Artificial Intelligence In-Home Voice Assistants","volume":"99","author":"McLean","year":"2019","journal-title":"Comput. Hum. Behav."},{"key":"ref_70","doi-asserted-by":"crossref","first-page":"102049","DOI":"10.1016\/j.techsoc.2022.102049","article-title":"Effects of Different Service Failure Types and Recovery Strategies on the Consumer Response Mechanism of Chatbots","volume":"70","author":"Xing","year":"2022","journal-title":"Technol. Soc."},{"key":"ref_71","doi-asserted-by":"crossref","first-page":"1279","DOI":"10.1016\/j.jbusres.2012.02.026","article-title":"Customer Value Co-Creation Behavior: Scale Development and Validation","volume":"66","author":"Yi","year":"2013","journal-title":"J. Bus. Res."},{"key":"ref_72","doi-asserted-by":"crossref","first-page":"351","DOI":"10.2307\/3250921","article-title":"Understanding Information Systems Continuance: An Expectation-Confirmation Model","volume":"25","author":"Bhattacherjee","year":"2001","journal-title":"Manag. Inf. Syst. Q."},{"key":"ref_73","doi-asserted-by":"crossref","first-page":"114347","DOI":"10.1016\/j.dss.2024.114347","article-title":"The Impact of Emotional Expression by Artificial Intelligence Recommendation Chatbots on Perceived Humanness and Social Interactivity","volume":"187","author":"Zhang","year":"2024","journal-title":"Decis. Support Syst."},{"key":"ref_74","doi-asserted-by":"crossref","first-page":"115","DOI":"10.1007\/s11747-014-0403-8","article-title":"A New Criterion for Assessing Discriminant Validity in Variance-Based Structural Equation Modeling","volume":"43","author":"Henseler","year":"2015","journal-title":"J. Acad. Mark. Sci."},{"key":"ref_75","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_76","first-page":"216","article-title":"Review of the Application of Longitudinal Study Method in Psychological Research in China","volume":"30","author":"Tang","year":"2014","journal-title":"Psychol. Dev. Educ."},{"key":"ref_77","doi-asserted-by":"crossref","first-page":"393","DOI":"10.5465\/amj.2011.60263120","article-title":"Building Better Causal Theories: A Fuzzy Set Approach to Typologies in Organization Research","volume":"54","author":"Fiss","year":"2011","journal-title":"Acad. Manag. J."},{"key":"ref_78","doi-asserted-by":"crossref","first-page":"59","DOI":"10.1111\/isj.12094","article-title":"Applying Configurational Analysis to IS Behavioural Research: A Methodological Alternative for Modelling Combinatorial Complexities","volume":"27","author":"Liu","year":"2017","journal-title":"Inf. Syst. J."},{"key":"ref_79","doi-asserted-by":"crossref","first-page":"1531","DOI":"10.1080\/00472778.2022.2147190","article-title":"FsQCA in Entrepreneurship Research: Opportunities and Best Practices","volume":"62","author":"Nikou","year":"2024","journal-title":"J. Small Bus. Manag."},{"key":"ref_80","doi-asserted-by":"crossref","first-page":"482","DOI":"10.1177\/1476127018786487","article-title":"Studying Configurations with Qualitative Comparative Analysis: Best Practices in Strategy and Organization Research","volume":"16","author":"Greckhamer","year":"2018","journal-title":"Strateg. Organ."},{"key":"ref_81","first-page":"613","article-title":"Service Robots in Hotels: Understanding the Service Quality Perceptions of Human-Robot Interaction","volume":"29","author":"Choi","year":"2020","journal-title":"J. Hosp. Mark. Manag."},{"key":"ref_82","doi-asserted-by":"crossref","first-page":"533","DOI":"10.1007\/s11628-020-00425-6","article-title":"Customers\u2019 Acceptance Intention of Self-Service Technology of Restaurant Industry: Expanding UTAUT with Perceived Risk and Innovativeness","volume":"14","author":"Jeon","year":"2020","journal-title":"Serv. Bus."},{"key":"ref_83","doi-asserted-by":"crossref","first-page":"106260","DOI":"10.1016\/j.chb.2020.106260","article-title":"Privacy Concerns and Benefits of Engagement with Social Media-Enabled Apps: A Privacy Calculus Perspective","volume":"107","author":"Jozani","year":"2020","journal-title":"Comput. Hum. Behav."},{"key":"ref_84","doi-asserted-by":"crossref","first-page":"103971","DOI":"10.1016\/j.tourman.2019.103971","article-title":"Optimal Capacity and Operation Design of a Robot Logistics System for the Hotel Industry","volume":"76","author":"Lee","year":"2020","journal-title":"Tour. Manag."},{"key":"ref_85","doi-asserted-by":"crossref","first-page":"1038","DOI":"10.1016\/j.tele.2017.04.013","article-title":"The Privacy Paradox\u2014Investigating Discrepancies between Expressed Privacy Concerns and Actual Online Behavior\u2014A Systematic Literature Review","volume":"34","author":"Barth","year":"2017","journal-title":"Telemat. Inform."},{"key":"ref_86","doi-asserted-by":"crossref","first-page":"103793","DOI":"10.1016\/j.ijhm.2024.103793","article-title":"An fsQCA Analysis of Service Quality for Hotel Customer Satisfaction","volume":"122","year":"2024","journal-title":"Int. J. Hosp. Manag."},{"key":"ref_87","doi-asserted-by":"crossref","first-page":"1241","DOI":"10.1111\/ijcs.12755","article-title":"Effect of Customer\u2019s Perception on Service Robot Acceptance","volume":"46","author":"Li","year":"2022","journal-title":"Int. J. Consum. Stud."},{"key":"ref_88","doi-asserted-by":"crossref","first-page":"1361","DOI":"10.1007\/s12369-023-01024-x","article-title":"Factors Affecting Acceptance of Social Robots Among Prospective Users","volume":"16","author":"Chatzoglou","year":"2024","journal-title":"Int. J. Soc. Robot."},{"key":"ref_89","doi-asserted-by":"crossref","first-page":"612","DOI":"10.1108\/JBIM-01-2020-0017","article-title":"Value Co-Creation: A Review of Literature and Future Research Agenda","volume":"37","author":"Saha","year":"2021","journal-title":"J. Bus. Ind. Mark."},{"key":"ref_90","doi-asserted-by":"crossref","first-page":"5843","DOI":"10.1016\/j.jbusres.2016.04.067","article-title":"Identifying the Configurational Paths to Innovation in SMEs: A Fuzzy-Set Qualitative Comparative Analysis","volume":"69","author":"Poorkavoos","year":"2016","journal-title":"J. Bus. Res."},{"key":"ref_91","doi-asserted-by":"crossref","first-page":"105970","DOI":"10.1016\/j.jbusvent.2019.105970","article-title":"Using Fuzzy-Set Qualitative Comparative Analysis for a Finer-Grained Understanding of Entrepreneurship","volume":"35","author":"Douglas","year":"2020","journal-title":"J. Bus. Ventur."},{"key":"ref_92","doi-asserted-by":"crossref","first-page":"783","DOI":"10.1108\/JOSM-12-2020-0448","article-title":"Robotic Involvement in the Service Encounter: A Value-Centric Experience Framework and Empirical Validation","volume":"32","author":"Wu","year":"2021","journal-title":"J. Serv. Manag."},{"key":"ref_93","doi-asserted-by":"crossref","first-page":"103951","DOI":"10.1016\/j.ijhm.2024.103951","article-title":"Can Service Robots Recover Themselves? The Effect of Service Recovery Agents and Robot Service Failure Types on Customer Response","volume":"124","author":"Liu","year":"2025","journal-title":"Int. J. Hosp. Manag."},{"key":"ref_94","doi-asserted-by":"crossref","first-page":"2424","DOI":"10.1016\/j.jbusres.2016.01.012","article-title":"Contrasting Risk Perceptions of Technology-Based Service Innovations in Inter-Organizational Settings","volume":"69","author":"Paluch","year":"2016","journal-title":"J. Bus. Res."}],"container-title":["Systems"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.mdpi.com\/2079-8954\/14\/2\/177\/pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2026,2,5]],"date-time":"2026-02-05T15:49:02Z","timestamp":1770306542000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.mdpi.com\/2079-8954\/14\/2\/177"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2026,2,5]]},"references-count":94,"journal-issue":{"issue":"2","published-online":{"date-parts":[[2026,2]]}},"alternative-id":["systems14020177"],"URL":"https:\/\/doi.org\/10.3390\/systems14020177","relation":{},"ISSN":["2079-8954"],"issn-type":[{"value":"2079-8954","type":"electronic"}],"subject":[],"published":{"date-parts":[[2026,2,5]]}}}