ArticleFrontiers in robotics and AI2025
The impact of hotel robots' service quality on continuance intention: the moderating effect of personal innovation.
Article in Frontiers in robotics and AI, 2025. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Not yet cited in PubMed.
What it found
Each row is one number read from the abstract, on the scale the paper reported it, with its interval. Left of the dashed line favours the treatment, right favours the comparator. Under each row is the sentence it came from. New to these charts? A ten-minute tutorial.
The abstract states no effect estimate the extractor could read, or names no intervention and outcome on the map, so this paper lights no cell and moves no belief. It is still indexed, cited and linked below.
The trial behind it
Trials whose registry record cites this paper, or whose number appears in the abstract. A trial that started after this paper was published is citing it as background, not reporting it.
Neither the registry nor the abstract names a trial number. If this is a trial report, that itself is worth knowing.
Who cites it
0 citing papers in PubMed.
No citing paper in PubMed yet.
Corrections and comments
PubMed lists nothing against this paper. Absence here is not a guarantee, only a check that was made.
Authors and funding
3 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
As service robots are increasingly integrated into the hotel industry to enhance operational efficiency and customer experience, understanding consumers' responses to robotic services has become a critical research agenda. However, empirical evidence on how customers evaluate the service quality of hotel robots and how these evaluations influence their continuance intention remains limited. Drawing on the SERVQUAL framework, this study redefines service quality in the context of AI-powered hotel robots through five dimensions: reliability, assurance, entertainment, anthropomorphism, and tangibles. Furthermore, the study explores the moderating role of personal innovativeness in the relationship between perceived service quality and continuance intention. Data were collected via an online survey from 400 Generation Z consumers in China who had prior experience with item-delivery robots in hotel settings. The results indicate that assurance, entertainment, anthropomorphism, and tangibles have significant positive effects on continuance intention, while reliability does not show a statistically significant impact. Moreover, personal innovativeness significantly moderates the effects of certain service quality dimensions, suggesting that individual differences in technology readiness shape consumer reactions to robotic services. This study contributes to the literature by extending traditional service quality theory into the domain of human-robot interaction and by highlighting the nuanced mechanisms through which robot-specific service attributes influence user loyalty. Practical implications are offered for hotel managers seeking to optimize robot deployment strategies and improve guest engagement in technology-enhanced service environments.
Indexed as
Identifiers
What OpenQuestion holds
Registered trials
Read under generation 80e0d062 · epoch 390. Bibliography from PubMed, PubMed Central and OpenAlex; grants from NIH RePORTER; trial links from ClinicalTrials.gov; estimates, votes and beliefs from the OpenQuestion graph.