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Say Aye to AI: Customer Acceptance and Intention to Use Service Robots in the Hospitality Industry

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International Conference on Information Systems and Intelligent Applications (ICISIA 2022)

Part of the book series: Lecture Notes in Networks and Systems ((LNNS,volume 550))

Abstract

As industrial revolution 4.0 is introduced, many turn into the use of technology and artificial intelligence (AI) in creating a new competitive advantage to business as well as create an automation that ease the operations and increases profitability. With the important contributions of the tourism and hospitality industry, the advantages of using AI can be benefited. Consequently, it is vital for business to understand customers perception towards the use of AI and services robots. Thus, this study aims to investigate the relationship of eight items under three elements of the service robot acceptance model with the acceptance and intention to use service robots. The results of the study show that the perceived usefulness, trust and rapport are significantly related to acceptance of service robots, which in turn, positively related to intention to use them. Implications of the research findings are discussed to support the notion should the industry Say Aye to AI.

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Author information

Authors and Affiliations

  1. Faculty of Accountancy and Management, Universiti Tunku Abdul Rahman, Kajang, Selangor, Malaysia

    Zufara Arneeda Zulfakar, Fitriya Abdul Rahim, David Ng Ching Yat & Lam Hon Mun

  2. UCSI Graduate Business School, UCSI University, Kuala Lumpur, Malaysia

    Tat-Huei Cham

Authors
  1. Zufara Arneeda Zulfakar
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  2. Fitriya Abdul Rahim
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  3. David Ng Ching Yat
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  4. Lam Hon Mun
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  5. Tat-Huei Cham
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Corresponding author

Correspondence to Zufara Arneeda Zulfakar .

Editor information

Editors and Affiliations

  1. The British University in Dubai, Dubai, United Arab Emirates

    Mostafa Al-Emran

  2. Sunway University, Selangor, Malaysia

    Mohammed A. Al-Sharafi

  3. The British University in Dubai, Dubai, United Arab Emirates

    Khaled Shaalan

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© 2023 The Author(s), under exclusive license to Springer Nature Switzerland AG

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Zulfakar, Z.A., Rahim, F.A., Yat, D.N.C., Mun, L.H., Cham, TH. (2023). Say Aye to AI: Customer Acceptance and Intention to Use Service Robots in the Hospitality Industry. In: Al-Emran, M., Al-Sharafi, M.A., Shaalan, K. (eds) International Conference on Information Systems and Intelligent Applications. ICISIA 2022. Lecture Notes in Networks and Systems, vol 550. Springer, Cham. https://doi.org/10.1007/978-3-031-16865-9_7

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