Please use this identifier to cite or link to this item:
http://hdl.handle.net/10397/104970
DC Field | Value | Language |
---|---|---|
dc.contributor | School of Hotel and Tourism Management | en_US |
dc.creator | Shin, HH | en_US |
dc.creator | Tung, VWS | en_US |
dc.creator | Jeong, M | en_US |
dc.date.accessioned | 2024-03-18T08:59:16Z | - |
dc.date.available | 2024-03-18T08:59:16Z | - |
dc.identifier.issn | 1096-3480 | en_US |
dc.identifier.uri | http://hdl.handle.net/10397/104970 | - |
dc.language.iso | en | en_US |
dc.publisher | Sage Publications, Inc. | en_US |
dc.rights | This is the accepted version of the publication Shin, H. H., Tung, V. W. S., & Jeong, M. (2024). Consumers’ Brand Experiences With Robotic Service Failures: Modeling Appraisal, Attribution, and Psychological Reactance. Journal of Hospitality & Tourism Research, 0(0). Copyright © The Author(s) 2024. DOI: 10.1177/10963480241231469. | en_US |
dc.subject | (in)voluntary robot adoption | en_US |
dc.subject | Attribution | en_US |
dc.subject | Brand experience | en_US |
dc.subject | Robot experience | en_US |
dc.subject | Service failure | en_US |
dc.subject | Service robot | en_US |
dc.title | Consumers’ brand experiences with robotic service failures : modeling appraisal, attribution, and psychological reactance | en_US |
dc.type | Journal/Magazine Article | en_US |
dc.identifier.doi | 10.1177/10963480241231469 | en_US |
dcterms.abstract | Due to the stretched capacities of human staff, consumers are increasingly placed in situations where they are “required” to use technology amidst their travel experiences, despite potential service failures in robotic technologies. Yet, research into how robotic service failures could potentially spill over to consumers’ brand experiences, robot experiences, and adoption intention remains unexplored. Drawing on appraisal, attribution, and psychological reactance theories, an interconnected research model of service failure, attribution, and (in)voluntary robot adoption was tested via two experiments. A mixed-design quasi-experiment (Study 1) found a significant interaction effect of service failure and attribution on brand experience in the hotel concierge context. Study 2 provided further evidence for the causal effects in Study 1 by employing a between-subject quasi-experiment in the hotel front desk context with additional measures. Collectively, this research contributes to the literature by highlighting how temporal, situational, and contextual factors in HRI may impact evaluations of brand and robot experiences. | en_US |
dcterms.accessRights | open access | en_US |
dcterms.bibliographicCitation | Journal of hospitality and tourism research, First published online February 29, 2024, OnlineFirst, https://doi.org/10.1177/10963480241231469 | en_US |
dcterms.isPartOf | Journal of hospitality and tourism research | en_US |
dcterms.issued | 2024 | - |
dc.identifier.eissn | 1557-7554 | en_US |
dc.description.validate | 202403 bcch | en_US |
dc.description.oa | Accepted Manuscript | en_US |
dc.identifier.FolderNumber | a2647 | - |
dc.identifier.SubFormID | 48013 | - |
dc.description.fundingSource | Others | en_US |
dc.description.fundingText | Hospitality and Tourism Research Centre (HTRC), School of Hotel and Tourism Management, The Hong Kong Polytechnic University | en_US |
dc.description.pubStatus | Published | en_US |
dc.description.oaCategory | Green (AAM) | en_US |
Appears in Collections: | Journal/Magazine Article |
Files in This Item:
File | Description | Size | Format | |
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Shin_Consumers_Brand_Experiences.pdf | Pre-Published version | 1.05 MB | Adobe PDF | View/Open |
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