Impact of robot hotel service on consumers’ purchase intention: a control experiment

Abstract

As an innovative technology, robot services are now used in the tourism industry to enhance consumer experience. Despite its importance, the impact of robot applications on the purchase intention of consumers has received limited, if any, attention. Considering that purchase intention can largely lead to actual purchase behaviour, this study investigated the impact of robot hotel service on the purchase intention of consumers through an experiment. Findings revealed that the purchase intention of the group who watched a video about robot hotel service was significantly higher than those who watched traditional hotel service video. Implications are further discussed.