Are Future Professionals Willing to Implement Service Robots? Attitudes of Hospitality and Tourism Students towards Service Robotization

摘要

This paper aims to examine attitudes of hospitality and tourism students, as future professionals, towards willingness to implement service robots. The study proposes a new theoretical conceptual model that includes new constructs and items, differentiating it from the others. The model was formed based on the extensive literature review and the interview with an eight-member focus group (hotel managers and academic researchers). Data collection was performed in two stages, pilot research based on 82 respondents and the main study, with the final number of respondents being 236. The initial results of the exploratory factor analysis were further tested using the confirmatory factor analysis. After the exclusion of several items due to low factor loadings and in order to improve model validity, analyses further suggested a nine-dimensional solution with 45 items. The study findings reveal a positive relationship between seven constructs and students’ willingness to implement service robots, with the expected business outcome being the most influencing one. On the other hand, positive relation was not found for empathy and social influence constructs. Theoretical contributions and practical implications are discussed in the paper. In conclusion, study limitations and future research suggestions are provided.