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Do Travelers Trust Intelligent Service Robots?

Tussyadiah, Iis P., Zach, Florian J. and Wang, Jianxi (2021) Do Travelers Trust Intelligent Service Robots? Annals of Tourism Research, 81, 102886.

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This research investigates travelers' trust in intelligent autonomous technologies based on two studies involving self-driving transportation and robot bartenders. Targeting travelers residing in the United States, online questionnaire was distributed to test the relationships between trusting beliefs in intelligent robots, its antecedents, and its outcomes. The results demonstrate that the cognitive trust formation process holds in situations involving intelligent robots as objects of trust. Trust in intelligent machines is influenced by negative attitude toward technology and propensity to trust technology. Surprisingly, the physical form of robots does not affect trust. Finally, trust leads to adoption intention in both studies. The contribution of this research is in elucidating consumer trust in intelligent robots designed for socially-driven interactions in travel settings.

Item Type: Article
Divisions : Faculty of Arts and Social Sciences > School of Hospitality and Tourism Management
Authors :
Tussyadiah, Iis
Zach, Florian J.
Wang, Jianxi
Date : 21 February 2021
DOI : doi.10.1016/j.annals.2020.102886
OA Location :
Copyright Disclaimer : © 2020 Elsevier Ltd. All rights reserved.
Uncontrolled Keywords : Driverless car; Self-driving vehicle; Service robot; Intelligent robot; Robot bartender; Initial trust formation
Related URLs :
Depositing User : Clive Harris
Date Deposited : 13 Dec 2018 10:41
Last Modified : 24 Feb 2020 09:38

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