Consumer intention to use service robots: a cognitive–affective–conative framework

Abstract

Purpose Drawing on the cognitive–affective–conative framework, this study aims to develop a model of service robot acceptance in the hospitality sector by incorporating both cognitive evaluations and affective responses. Design/methodology/approach A mixed-method approach combining qualitative and quantitative methods was used to develop measurement and test research hypotheses. Findings The results show that five cognitive evaluations (i.e. cuteness, coolness, courtesy, utility and autonomy) significantly influence consumers’ positive affect, leading to customer acceptance intention. Four cognitive evaluations (cuteness, interactivity, courtesy and utility) significantly influence consumers’ negative affect, which in turn positively affects consumer acceptance intention. Practical implications This study provides significant implications for the design and implementation of service robots in the hospitality and tourism sector. Originality/value Different from traditional technology acceptance models, this study proposed a model based on the hierarchical relationships of cognition, affect and conation to enhance knowledge about human–robot interactions.