The importance of human touch: How robot anthropomorphism impacts customer engagement in tourism and hospitality
文献类型：期刊论文
| 作者 | Wang, Jinwei2,3,4; Zhou, Zhihua2,3,5; Xu, Shuting2,3; Yan, Xuefei2,3; Zhang, Yunlai6; Morrison, Alastair M.1 |
| 刊名 | JOURNAL OF VACATION MARKETING
 |
| 出版日期 | 2025-09-04 |
| 卷号 | N/A |
| 关键词 | Robot anthropomorphism social presence trust need for status social exclusion customer engagement tourist behavior |
| ISSN号 | 1356-7667 |
| DOI | 10.1177/13567667251367435 |
| 产权排序 | 3 |
| 文献子类 | Article ; Early Access |
| 英文摘要 | Anthropomorphized robots are deployed to enhance experiences in tourism and hospitality. However, it remains unclear how service robot anthropomorphism affects customer engagement. Drawing upon social response theory, this research investigates the effects of robot anthropomorphism on customer engagement and the underlying processes through four experiments (n = 1130) and single-paper meta-analysis. The results indicate that highly anthropomorphized robots are more effective in enhancing customer engagement. Further analysis reveals that this effect is mediated through the sequential pathways of social presence and trust. Additionally, the need for status and social exclusion moderate the impact of robot anthropomorphism on customer engagement. These findings carry significant theoretical and practical implications regarding the utilization of anthropomorphized robots in tourism and hospitality. |
| URL标识 | 查看原文 |
| WOS关键词 | SOCIAL EXCLUSION ; BRAND ENGAGEMENT ; SERVICE ; FRAMEWORK ; MACHINES ; PRODUCTS ; POWER ; ME |
| WOS研究方向 | Business & Economics ; Social Sciences - Other Topics |
| 语种 | 英语 |
| WOS记录号 | WOS:001564507200001 |
| 出版者 | SAGE PUBLICATIONS LTD |
| 源URL | [http://ir.igsnrr.ac.cn/handle/311030/216177]  |
| 专题 | 区域可持续发展分析与模拟院重点实验室_外文论文 |
| 通讯作者 | Zhang, Yunlai |
| 作者单位 | 1.Univ Greenwich, Sch Management & Mkt, Greenwich Business Sch, Greenwich, England 2.Beijing Int Studies Univ, Sch Tourism Sci, Beijing 10024, Peoples R China; 3.Res Ctr Beijing Tourism Dev, Beijing, Peoples R China; 4.Chinese Acad Sci, Inst Geog Sci & Nat Resources Res, Beijing, Peoples R China; 5.Nankai Univ, Coll Tourism & Serv Management, Tianjin, Peoples R China; 6.Beijing Technol & Business Univ, Sch Business, 33 Fucheng Rd, Beijing 100048, Peoples R China; |
| 推荐引用方式 GB/T 7714 | Wang, Jinwei,Zhou, Zhihua,Xu, Shuting,et al. The importance of human touch: How robot anthropomorphism impacts customer engagement in tourism and hospitality[J]. JOURNAL OF VACATION MARKETING,2025,N/A. |
| APA | Wang, Jinwei,Zhou, Zhihua,Xu, Shuting,Yan, Xuefei,Zhang, Yunlai,&Morrison, Alastair M..(2025).The importance of human touch: How robot anthropomorphism impacts customer engagement in tourism and hospitality.JOURNAL OF VACATION MARKETING,N/A. |
| MLA | Wang, Jinwei,et al."The importance of human touch: How robot anthropomorphism impacts customer engagement in tourism and hospitality".JOURNAL OF VACATION MARKETING N/A(2025). |
入库方式： OAI收割
来源：地理科学与资源研究所
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