The hotel industry has witnessed an increasing number of service automation through service robots such as robot concierges. However, few studies have documented how to identify how hotel guests perceive a robot concierge for their service encounter. Therefore, the purpose of this study is to examine the effects of robot concierges on hotel guests’ attitudes and adoption intentions of robot concierges.,This study investigated the effects of robot concierges’ morphology and their level of interactivity with guests at different levels of hotel service on guests’ attitudes and their intentions to adopt robot concierges. To achieve the study’s objectives, this study conducted a 3 × 2 × 3 between-subjects factorial design experiment. Moreover, the survey asked questions about subjects’ preferences of their service encounters (e.g. human employees, robot concierges and/or no preference) and reasons for their selected preference.,The results demonstrated that the robot’s morphology significantly influenced guests’ attitudes toward robot concierges. In particular, the caricatured robot was the most preferred morphology of robot concierges. The findings showed that even if guests had favorable attitudes toward robot concierges, they preferred human employees to robot concierges because of humans’ sincere and genuine interactions.,This study contributes to the literature by investigating the causal impacts of the morphology of robot concierges, level of interactivity and level of hotel service on guests’ attitudes toward robot concierges. The thematic analysis of service encounter preference provides an overview of the factors that guests expect for their service encounters in a hotel setting.

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来宾对机器人礼宾服务的看法及其收养意图

旅馆业已经见证了通过服务机器人（例如机器人礼宾服务）实现的服务自动化的增长。然而，很少有研究记录如何识别酒店客人如何看待服务人员的机器人礼宾服务。因此，本研究的目的是研究机器人礼仪对酒店客人态度和机器人礼仪的采用意图的影响。，本研究调查了机器人礼仪的形态及其与酒店不同层级客人互动程度的影响服务客人的态度和他们采用机器人礼宾服务的意图。为了达到研究目的，本研究进行了3×2×3的受试者间析因设计实验。此外，调查还询问了有关受试者对所遇到的服务的偏好（例如，人类员工，结果表明，机器人的形态显着影响了客人对机器人礼宾的态度。特别是，漫画化的机器人是机器人礼宾最喜欢的形态。研究结果表明，即使来宾对机器人礼宾服务持积极态度，由于人类的真诚和真诚的互动，他们还是喜欢人类员工而不是机器人礼宾服务。通过研究机器人礼宾服务形态对因果关系的影响，本研究为文献研究做出了贡献。互动性和酒店服务水平对客人对机器人礼宾服务态度的影响。对服务遭遇偏好的主题分析提供了客人期望在酒店环境中遇到服务遭遇因素的概述。