Understanding the Customers’ Emotions and Experience of Robot-assisted Services in Luxury Hotels and Its Influence on Revisit Intention

Abstract

The application of artificial intelligence is growing rapidly in the hospitality industry. Therefore, understanding guests’ emotions and the services provided by service robots is critical to assessing guests’ revisit intentions in robotic hotels. Data from 390 respondents were collected using a structured questionnaire. Partial least squares structural equation modelling using the semopy library in Python programming was used to test the measurement model and the structural model. The results show that customer emotions and customer service have an insignificant impact, while customer experience has a significant positive impact on revisit intention. In addition, the mediation effect of customer experience was also measured. The results provide deep insights into the influence of service robots on revisit intention. In addition, the recommendations are discussed in the implications of the study. In summary, this study improves the understanding of customer expectations of service robots in hotels, which, in turn, affects visit intention. This study applies cognitive appraisal theory and uses first- and second-order constructs to investigate the influence of customer emotions, customer service and customer experience on guests’ revisit intention in hotels with service robots.