TY - JOUR
T1 - The difference between service robots and human staff in the extended TPB model in airports
AU - Hwang, Jinsoo
AU - Joo, Kyu Hyeon
AU - Kim, Heather
AU - Lee, Jenni Soo Hee
N1 - Publisher Copyright:
© 2023 Informa UK Limited, trading as Taylor & Francis Group.
PY - 2024
Y1 - 2024
N2 - This study examined how to form behavioural intentions in regards to using the extended Theory of Planned Behaviour (TPB) model. This study more specifically proposed the effect of the overall service quality on attitude. In addition, it was hypothesized that attitude, subjective norm and perceived behavioural control have a positive influence on intention to use. Lastly, this study investigated the moderating role of the employee type, which included robots and humans, in the proposed model. The study collected data from 320 travellers who received services from only service robots and from 316 travellers who received services only from human staff at Incheon Airport in South Korea. The data analysis indicated that the overall service quality has a positive influence on attitude. In addition, it was discovered that intentions to use is positively affected by attitude, subjective norm and the perceived behavioural control. Finally, the type of employee moderated the relationship between the overall service quality and attitude.
AB - This study examined how to form behavioural intentions in regards to using the extended Theory of Planned Behaviour (TPB) model. This study more specifically proposed the effect of the overall service quality on attitude. In addition, it was hypothesized that attitude, subjective norm and perceived behavioural control have a positive influence on intention to use. Lastly, this study investigated the moderating role of the employee type, which included robots and humans, in the proposed model. The study collected data from 320 travellers who received services from only service robots and from 316 travellers who received services only from human staff at Incheon Airport in South Korea. The data analysis indicated that the overall service quality has a positive influence on attitude. In addition, it was discovered that intentions to use is positively affected by attitude, subjective norm and the perceived behavioural control. Finally, the type of employee moderated the relationship between the overall service quality and attitude.
KW - Service robots
KW - airline industry
KW - behavioural intentions
KW - extended Theory of Planned Behavior (TPB)
UR - https://www.scopus.com/pages/publications/85160906873
U2 - 10.1080/13683500.2023.2215975
DO - 10.1080/13683500.2023.2215975
M3 - Article
AN - SCOPUS:85160906873
SN - 1368-3500
VL - 27
SP - 1916
EP - 1929
JO - Current Issues in Tourism
JF - Current Issues in Tourism
IS - 12
ER -