Service robot acceptance: agenda for tourism and hospitality research

摘要

Purpose This study aims to provide insights and guidance for future research on service robot acceptance in the tourism and hospitality (T&H) domain through a comprehensive literature review. Design/methodology/approach A total of 249 journal articles, retrieved from the Scopus and Web of Science databases, were reviewed using an inductive analysis method. Findings Since its emergence in 2008, the topic of robot acceptance has gained significant attention, especially after 2019. The research assesses the current state of research, methodologies used, theoretical foundations and antecedents influencing acceptance. Five categories of antecedents affecting acceptance were systematically identified: robot design factors, individual/organisational factors, situational factors, appraisal factors and affective factors. Originality/value This study provides a comprehensive overview of the current landscape of service robot acceptance research. It offers insights and theoretical directions to advance research in the T&H domain.