Consumers acceptance of service robots in hotels: A meta-analytic review

Abstract

The widespread adoption of service robots in hotels has prompted researchers to examine the factors influencing customer intentions to use these technologies. However, existing research offers inconsistent findings. This study uses a weight and meta-analysis to reconcile existing findings and provide empirical and theoretical insights on the most important determinants of consumers' acceptance of service robots in hotels. An analysis of 56 studies reveals nine significant antecedents across functional, customer-centric, and service robot-centric aspects. Performance expectancy and attitude have the strongest association with customers’ acceptance. Although effort expectancy is weakly correlated with acceptance, it is one of the most promising predictors. The findings suggest that while functional and customer-centric aspects are well-developed, service robot-centric factors require further research. The study consolidates findings across the literature and sheds light on the theoretical and empirical significance of the predictors of consumers' acceptance of service robots in hotels. It also provides practical guidance for hotel managers to promote greater acceptance and successful adoption of service robots.