酒店服务机器人对客户消费意向的影响:计划行为和技术接受模式的结合理论

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Yue Gong¹, Yan-Ping Guo¹, Tao Zhang¹

¹Faculty of Hospitality and Tourism, Shanxi Vocational University of Culture and Tourism, China.

Acta psychologica

|January 28, 2026

概括

消费者的情绪和感知显著影响酒店机器人采用. 享受和积极的情绪增强了留下来的意图,而负面的情绪减少了它们,影响了技术接受模式.

科学领域:

酒店酒店管理的管理.
消费者行为消费者行为
人与机器人的交互

背景情况:

目前对酒店服务机器人的研究主要集中在人力资源上,忽视了消费者的观点.
消费者对服务机器人的反应对酒店访问行为至关重要,但它们的消费模式仍未得到充分研究.
无论是计划行为理论 (TPB) 还是技术接受模型 (TAM),都无法充分解释消费者对酒店服务机器人的态度和行为.

研究的目的:

调查情绪 (快乐,积极,消极) 对消费者在酒店住宿意图的影响,使用服务机器人.
扩展TPB和TAM,通过检查情感因素在酒店业服务机器人采用中的作用.
弥合有关客人如何消费服务机器人的研究差距,以及这如何影响他们的行为意图.

主要方法:

一项使用在线调查的定量研究,有352个有效答案.
部分最小平方结构方程建模 (PLS-SEM) 用于分析假设关系.
该研究整合了TPB和TAM的构造,结合了情感维度.

主要成果:

主观规范对享受,感知的有用性和易用性产生了积极的影响.
享受对感知到的易用性产生了积极的影响,这反过来又提高了感知到的有用性和行为控制.
积极的情绪促进了态度和意图,负面的情绪减少了态度,态度积极预测了意图.

结论:

诸如享受和积极/消极情绪之类的情绪因素显著塑造了消费者对酒店服务机器人的态度和意图.
该研究提供了一个更全面的模型,通过将情感元素集成到TPB和TAM中,以了解机器人在酒店采用.
调查结果为酒店业的利益相关者提供了宝贵的见解,旨在优化服务机器人的集成和客人的体验.

关键词:

情绪情绪情绪情绪酒店的访问酒店的访问服务机器人服务机器人技术接受模式的模型.计划行为理论计划行为理论

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