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 The purpose of this study is to empirically examine the interrelationship between customer acceptance and usage of self-ordering kiosks, purchase behaviour and post-purchase behaviour in quick-service restaurants. This study also hypothesised that the perceived safety risk moderates the...

Purpose This study aims to establish a comprehensive model integrating variables from the updated unified theory of acceptance and use of technology (UTAUT), expectation-confirmation model (ECM) and trust to determine what factors influence consumers’ decision to continue using food delivery...

Purpose This paper aims to establish and empirically test a theoretical framework to explain the impacts of health quick response (QR) technology trust and acceptance on responsible pandemic travel. Design/methodology/approach The study integrates trust, confidence and cooperation theory and the...

Purpose Food delivery robot service (FDRS) is a novel service using autonomous delivery robots that alters human delivery in mobile food ordering. Despite FDRS companies’ skyrocketing service expansions throughout the USA, there has been limited understanding of customer perceived value,...

Purpose Technology-based innovation (TBI) is a primary approach across the hospitality industry to improve customer experience. It is essential to know the critical factors that affect consumers’ acceptance of hotels’ TBI. The effect of consumers’ attitudes toward technology is...

Purpose Online travel agencies (OTAs) have been offering tourists trip planning services (TPS) for more than a decade. However, they are less popular than other online travel services such as metasearch with price comparison. This study aims to investigate why TPS on the internet, although...