Purpose The purpose of this study was to investigate restaurant and foodservice workers’ perceptions of working with a service robot and the extent to which the workers’ well-being was impacted by a mandated service robot adoption. Design/methodology/approach This study used a qualitative...

Purpose Drawing on the Service Robot Acceptance Model (sRAM) proposed by Wirtz et al. (2018), this study aims to examine how functional and social-emotional antecedents affect relational elements and the critical functions that trust and rapport play in robot acceptance in hotel services....

Purpose This study aims to analyze workplace ostracism, robot anthropomorphism, employees’ readiness to change and employees’ service adaptive behavior. The moderating role of performance efficacy between employees’ readiness and service adaptive behavior was also assessed....

Purpose This study aims to demonstrate the application of computer-aided text analysis (CATA) software in identifying primary associations and impressions of a specified tourist destination. Design/methodology/approach The Leximancer software is applied on primary information to analyze the...

Purpose This study aims to provide an exploratory analysis of the role of virtual reality (VR) in the cruise context as a contribution to the limited literature on this topic. In particular, the research investigates immersive VR as a critical touchpoint at the pre-purchase stage of the customer...

Purpose This study aims to understand how travelers evaluate travel destination recommendations received from either artificial intelligence (AI) or human travel experts (TEs) based on the size of recommendation and their travel involvement. Design/methodology/approach This study used a 2 (agent...

Purpose This study aims to investigate Generation Z’s perception of and experience with restaurant service robots. Design/methodology/approach Established on the servicescape theoretical framework and following Zaltman Metaphoric Elicitation Technique, 34 in-depth interviews were conducted...

Purpose Textual information about restaurants, such as online reviews and food categories, is essential for consumer purchase decisions. However, previous restaurant recommendation studies have failed to use textual information containing essential information for predicting consumer preferences...

Purpose There is a limited understanding of experience revelation in tourism. This study aims to fill the gap by investigating the influence of review platforms’ characteristics, i.e. time-dimension and interactivity, on this issue to generate a holistic view of customer experience....