Consumers acceptance of artificially intelligent (AI) device use in service delivery
Tài liệu tham khảo
Ackerman, 2016, Study: Nobody wants social robots that look like humans because they threaten our identity, IEEE Spectrum, 1
Allam, 2019, Applying a multi-dimensional hedonic concept of intrinsic motivation on social tagging tools: A theoretical model and empirical validation, International Journal of Information Management, 45, 211, 10.1016/j.ijinfomgt.2018.11.005
Althuizen, 2018, Using structural technology acceptance models to segment intended users of a new technology: Propositions and an empirical illustration, Information Systems Journal, 28, 879, 10.1111/isj.12172
Anthes, 2017, Artificial intelligence poised to ride a new wave, Communications of the ACM, 60, 19, 10.1145/3088342
Bolton, 2018, Customer experience challenges: Bringing together digital, physical and social realms, Journal of Service Management, 10.1108/JOSM-04-2018-0113
Bossman, 2016
Breitsohl, 2016, Assessing tourists’ cognitive, emotional and behavioural reactions to an unethical destination incident, Tourism Management, 54, 209, 10.1016/j.tourman.2015.11.004
Buhrmester, 2011, Amazon's mechanical Turk: A new source of inexpensive, yet high-quality, data?, Perspectives on Psychological Science, 6, 3, 10.1177/1745691610393980
Cai, 2018, Effect of disruptive customer behaviors on others' overall service experience: An appraisal theory perspective, Tourism Management, 69
Canning, 2014, Investigating human perceptions of robot capabilities in remote human–robot team tasks based on first-person robot video feeds, 2014 IEEE/RSJ International Conference on Intelligent Robots and Systems, 4354, 10.1109/IROS.2014.6943178
Capa, 2008, The interactive effect of achievement motivation and task difficulty on mental effort, International Journal of Psychophysiology, 70, 144, 10.1016/j.ijpsycho.2008.06.007
Chan, 2017, The applications of environmental technologies in hotels, Journal of Hospitality Marketing & Management, 26, 23, 10.1080/19368623.2016.1176975
Chen, 2017, Between the technology acceptance model and sustainable energy technology acceptance model: Investigating smart meter acceptance in the United States, Energy Research & Social Science, 25, 93, 10.1016/j.erss.2016.12.011
Chen, 2012, Adoption, rejection, or convergence: Consumer attitudes toward book digitization, Journal of Business Research, 65, 1219, 10.1016/j.jbusres.2011.06.038
Chou, 2015, Exploring the determinants of knowledge adoption in virtual communities: A social influence perspective, International Journal of Information Management, 35, 364, 10.1016/j.ijinfomgt.2015.02.001
Cobos, 2016, A technology adoption and implementation process in an independent hotel chain, International Journal of Hospitality Management, 57, 93, 10.1016/j.ijhm.2016.06.005
Cronan, 2018, Further understanding factors that explain freshman business students’ academic integrity intention and behavior: Plagiarism and sharing homework, Journal of Business Ethics, 147, 197, 10.1007/s10551-015-2988-3
Davis, 1989, User acceptance of computer technology: A comparison of two theoretical models, Management Science, 35, 982, 10.1287/mnsc.35.8.982
Duan, 2019, Artificial intelligence for decision making in the era of Big Data–evolution, challenges and research agenda, International Journal of Information Management, 48, 63, 10.1016/j.ijinfomgt.2019.01.021
Dwivedi, 2017, Re-examining the unified theory of acceptance and use of technology (UTAUT): Towards a revised theoretical model, Information Systems Frontiers, 1
Dwivedi, 2016, A generalised adoption model for services: A cross-country comparison of mobile health (m-health), Government Information Quarterly, 33, 174, 10.1016/j.giq.2015.06.003
Eccles, 1995, In the mind of the actor: The structure of adolescents’ achievement task values and expectancy-related beliefs, Personality and Social Psychology Bulletin, 21, 215, 10.1177/0146167295213003
Faggella, 2019
Fernández-Llamas, 2018, May I teach you? Students' behavior when lectured by robotic vs. human teachers, Computers in Human Behavior, 80, 460, 10.1016/j.chb.2017.09.028
Festinger, 1962
Fishbein, 1975
Fornell, 1981, Evaluating structural equation models with unobservable variables and measurement error, Journal of Marketing Research, 18, 39, 10.1177/002224378101800104
Foroudi, 2018, Investigating the effects of smart technology on customer dynamics and customer experience, Computers in Human Behavior, 80, 271, 10.1016/j.chb.2017.11.014
Fritz, 2016, The influence of culture on older adults’ adoption of smart home monitoring, Gerontechnology, 14, 146, 10.4017/gt.2016.14.3.010.00
Froehle, 2004, New measurement scales for evaluating perceptions of the technology-mediated customer service experience, Journal of Operations Management, 22, 1, 10.1016/j.jom.2003.12.004
Fryer, 2017, Stimulating and sustaining interest in a language course: An experimental comparison of Chatbot and Human task partners, Computers in Human Behavior, 75, 461, 10.1016/j.chb.2017.05.045
Garnier, 2013, The avatar in marketing: Synthesis, integrative framework and perspectives, Recherche et Applications en Marketing (English Edition), 28, 85, 10.1177/2051570713478335
Gendolla, 2005, Studies of effort-related cardiovascular arousal, Social Motivation: Conscious and Unconscious Processes, 5, 71
Goudey, 2016, Must smart objects look human? Study of the impact of anthropomorphism on the acceptance of companion robots, Recherche et Applications en Marketing, 31, 2, 10.1177/2051570716643961
Gursoy, 2017, Preferences regarding external information sources: A conjoint analysis of visitors to Sardinia, Italy, Journal of Travel & Tourism Marketing, 34, 806, 10.1080/10548408.2016.1237405
Gursoy, 2019, A critical review of determinants of information search behavior and utilization of online reviews in decision making process, International Journal of Hospitality Management, 76, 53, 10.1016/j.ijhm.2018.06.003
Hair, 2014
Hair, 2011, PLS-SEM: Indeed a silver bullet, Journal of Marketing Theory and Practice, 19, 139, 10.2753/MTP1069-6679190202
Hair, 1998, Black (1998)
Hall, 2008, Social facilitation and human–computer interaction, Computers in Human Behavior, 24, 2965, 10.1016/j.chb.2008.05.003
Hockey, 1997, Compensatory control in the regulation of human performance under stress and high workload: A cognitive-energetical framework, Biological psychology, 45, 73, 10.1016/S0301-0511(96)05223-4
Hsiao, 2011, The intellectual development of the technology acceptance model: A co-citation analysis, International Journal of Information Management, 31, 128, 10.1016/j.ijinfomgt.2010.07.003
Hsu, 2008, Acceptance of blog usage: The roles of technology acceptance, social influence and knowledge sharing motivation, Information & Management, 45, 65, 10.1016/j.im.2007.11.001
Hu, 1999, Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives, Structural Equation Modeling, 6, 1, 10.1080/10705519909540118
Huang, 2018, Artificial intelligence in service, Journal of Service Research, 21, 155, 10.1177/1094670517752459
Humphreys, 1984, Personality, motivation, and performance: A theory of the relationship between individual differences and information processing, Psychological Review, 91, 153, 10.1037/0033-295X.91.2.153
Ifinedo, 2016, Applying uses and gratifications theory and social influence processes to understand students’ pervasive adoption of social networking sites: Perspectives from the Americas, International Journal of Information Management, 36, 192, 10.1016/j.ijinfomgt.2015.11.007
Im, 2017, What fosters favorable attitudes toward using travel mobile applications?, Journal of Hospitality Marketing & Management, 26, 361, 10.1080/19368623.2017.1248805
Jeon, 2018, e-Social influence and customers’ behavioral intentions on a bed and breakfast website, Journal of Hospitality Marketing & Management, 27, 366, 10.1080/19368623.2017.1367346
Kim, 2018, Minions for the rich? Financial status changes how consumers see products with anthropomorphic features, Journal of Consumer Research, 45, 429, 10.1093/jcr/ucy006
Kim, 2018, Do your social media lead you to make social deal purchases? Consumer-generated social referrals for sales via social commerce, International Journal of Information Management, 39, 38, 10.1016/j.ijinfomgt.2017.10.006
Kline, 2005
Koivisto, 2019, The rise of motivational information systems: A review of gamification research, International Journal of Information Management, 45, 191, 10.1016/j.ijinfomgt.2018.10.013
Kuo, 2012, Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions, International Journal of Information Management, 32, 127, 10.1016/j.ijinfomgt.2011.09.001
Lai, 2017, The literature review of technology adoption models and theories for the novelty technology, JISTEM-Journal of Information Systems and Technology Management, 14, 21, 10.4301/S1807-17752017000100002
Latané, 1981, The psychology of social impact, American psychologist, 36, 343, 10.1037/0003-066X.36.4.343
Law, 2018, A comprehensive review of mobile technology use in hospitality and tourism, Journal of Hospitality Marketing & Management, 27, 626, 10.1080/19368623.2018.1423251
Lazarus, 1991, Cognition and motivation in emotion, American Psychologist, 46, 352, 10.1037/0003-066X.46.4.352
Lazarus, 1991, Progress on a cognitive-motivational-relational theory of emotion, American Psychologist, 46, 819, 10.1037/0003-066X.46.8.819
Lee, 2018, Causal attributions and overall blame of self-service technology (SST) failure: Different from service failures by employee and policy, Journal of Hospitality Marketing & Management, 27, 61, 10.1080/19368623.2017.1337539
Lu, 2019, Developing and validating a service robot integration willingness scale, International Journal of Hospitality Management, 80, 36, 10.1016/j.ijhm.2019.01.005
Lunney, 2016, Wearable fitness technology: A structural investigation into acceptance and perceived fitness outcomes, Computers in Human Behavior, 65, 114, 10.1016/j.chb.2016.08.007
Makridakis, 2017, The forthcoming Artificial Intelligence (AI) revolution: Its impact on society and firms, Futures, 90, 46, 10.1016/j.futures.2017.03.006
Marinova, 2017, Getting smart: Learning from technology-empowered frontline interactions, Journal of Service Research, 20, 29, 10.1177/1094670516679273
McLean, 2018, Developing a mobile applications customer experience model (MACE)-implications for retailers, Journal of Business Research, 85, 325, 10.1016/j.jbusres.2018.01.018
Mimoun, 2012, Case study−embodied virtual agents: An analysis on reasons for failure, Journal of Retailing and Consumer services, 19, 605, 10.1016/j.jretconser.2012.07.006
Morgan-Thomas, 2013, Beyond technology acceptance: Brand relationships and online brand experience, Journal of Business Research, 66, 21, 10.1016/j.jbusres.2011.07.019
Mortenson, 2016, A computational literature review of the technology acceptance model, International Journal of Information Management, 36, 1248, 10.1016/j.ijinfomgt.2016.07.007
Niemelä, 2017, Monitoring the acceptance of a social service robot in a shopping mall: First results, Proceedings of the Companion of the 2017 ACM/IEEE International Conference on Human–Robot Interaction, 225
Nunkoo, 2012, Structural equation modelling and regression analysis in tourism research, Current Issues in Tourism, 15, 777, 10.1080/13683500.2011.641947
Nunkoo, 2013, Use of structural equation modeling in tourism research: Past, present, and future, Journal of Travel Research, 52, 759, 10.1177/0047287513478503
Oliveira, 2014, Extending the understanding of mobile banking adoption: When UTAUT meets TTF and ITM, International Journal of Information Management, 34, 689, 10.1016/j.ijinfomgt.2014.06.004
Ozturk, 2016, What keeps the mobile hotel booking users loyal? Investigating the roles of self-efficacy, compatibility, perceived ease of use, and perceived convenience, International Journal of Information Management, 36, 1350, 10.1016/j.ijinfomgt.2016.04.005
Perry, 2016, Consumers’ acceptance of smart virtual closets, Journal of Retailing and Consumer Services, 33, 171, 10.1016/j.jretconser.2016.08.018
Qiu, 2009, Evaluating anthropomorphic product recommendation agents: A social relationship perspective to designing information systems, Journal of Management Information Systems, 25, 145, 10.2753/MIS0742-1222250405
Raghunathan, 1999, All negative moods are not equal: Motivational influences of anxiety and sadness on decision making, Organizational Behavior and Human Decision Processes, 79, 56, 10.1006/obhd.1999.2838
Rana, 2016, Adoption of online public grievance redressal system in India: Toward developing a unified view, Computers in Human Behavior, 59, 265, 10.1016/j.chb.2016.02.019
Rana, 2017, Citizens’ adoption of an electronic government system: Towards a unified view, Information Systems Frontiers, 19, 549, 10.1007/s10796-015-9613-y
Rather, 2018, Investigating the impact of customer brand identification on hospitality brand loyalty: A social identity perspective, Journal of Hospitality Marketing & Management, 27, 487, 10.1080/19368623.2018.1404539
Rosenthal-von der Pütten, 2014, How design characteristics of robots determine evaluation and uncanny valley related responses, Computers in Human Behavior, 36, 422, 10.1016/j.chb.2014.03.066
Rucker, 2004, Emotion specificity and consumer behavior: Anger, sadness, and preference for activity, Motivation and Emotion, 28, 3, 10.1023/B:MOEM.0000027275.95071.82
Sarstedt, 2016, Estimation issues with PLS and CBSEM: Where the bias lies!, Journal of Business Research, 69, 3998, 10.1016/j.jbusres.2016.06.007
Schuetzler, 2018, The influence of conversational agents on socially desirable responding, 10.24251/HICSS.2018.038
Song, 2017
Stock, 2017, A service robot acceptance model: User acceptance of humanoid robots during service encounters, IEEE International Conference on Pervasive Computing and Communications Workshops (PerCom Workshops), 339, 10.1109/PERCOMW.2017.7917585
Sundar, 2016, The Hollywood robot syndrome media effects on older adults' attitudes toward robots and adoption intentions”, in Human-Robot Interaction (HRI), 2016 11th ACM/IEEE International Conference, 343
Tajfel, 1979, An integrative theory of intergroup conflict, 33
Tavakoli, 2018, Netnography in tourism – Beyond Web 2.0, Annals of Tourism Research, 73, 190, 10.1016/j.annals.2018.06.002
Thompson, 2004, Exploratory and confirmatory factor analysis
Thompson, 1991, Personal computing: Toward a conceptual model of utilization, MIS Quarterly, 125, 10.2307/249443
Tracy, 2004, Putting the self into self-conscious emotions: A theoretical model, Psychological Inquiry, 15, 103, 10.1207/s15327965pli1502_01
Travelzoo, 2016
van der Heijden, 2004, User acceptance of hedonic information systems, MIS Quarterly, 28, 695, 10.2307/25148660
van Doorn, 2017, Domo arigato Mr. Roboto: Emergence of automated social presence in organizational frontlines and customers’ service experiences, Journal of Service Research, 20, 43, 10.1177/1094670516679272
Venkatesh, 2000, A theoretical extension of the technology acceptance model: Four longitudinal field studies, Management Science, 46, 186, 10.1287/mnsc.46.2.186.11926
Venkatesh, 2000, A theoretical extension of the technology acceptance model: Four longitudinal field, Management Science, 46, 186, 10.1287/mnsc.46.2.186.11926
Venkatesh, 2000, Why don't men ever stop to ask for directions? Gender, social influence, and their role in technology acceptance and usage behavior, MIS quarterly, 115, 10.2307/3250981
Venkatesh, 2003, User acceptance of information technology: Toward a unified view, MIS quarterly, 425, 10.2307/30036540
Venkatesh, 2012, Consumer acceptance and user of information technology: Extending the unified theory of acceptance and use of technology, MIS Quarterly, 36, 157, 10.2307/41410412
Virabhakul, 2018, Effects of service experience on behavioral intentions: Serial multiple mediation model, Journal of Hospitality Marketing & Management, 27, 997, 10.1080/19368623.2018.1482251
Wan, 2015, Befriending Mr. Clean: The role of anthropomorphism in consumer-brand relationships, 119
Wang, 2018, Developing and validating a technology upgrade model, International Journal of Information Management, 38, 7, 10.1016/j.ijinfomgt.2017.07.003
Watson, 2007, Causes and consequences of emotions on consumer behaviour: A review and integrative cognitive appraisal theory, European Journal of Marketing, 41, 487, 10.1108/03090560710737570
Wei, 2016, Improving consumer commitment through the integration of self-service technologies: A transcendent consumer experience perspective, International Journal of Hospitality Management, 59, 105, 10.1016/j.ijhm.2016.09.004
West, 2018, ”Alexa, build me a brand”: An investigation into the impact of artificial intelligence on branding, The Business & Management Review, 9, 321
Williams, 2015, The unified theory of acceptance and use of technology (UTAUT): A literature review, Journal of Enterprise Information Management, 28, 443, 10.1108/JEIM-09-2014-0088
Wirtz, 2018, Brave new world: Service robots in the frontline, Journal of Service Management, 29, 10.1108/JOSM-04-2018-0119
Wright, 2001, Effort determination of cardiovascular response: An integrative analysis with applications in social psychology, Advances in Experimental Social Psychology, 33, 255, 10.1016/S0065-2601(01)80007-1