Impact of robot hotel service on consumers’ purchase intention: a control experiment

Lina Zhong, Sunny Sun, Rob Law, Xiaoya Zhang

Research output: Journal article publicationJournal articleAcademic researchpeer-review

22 Citations (Scopus)


As an innovative technology, robot services are now used in the tourism industry to enhance consumer experience. Despite its importance, the impact of robot applications on the purchase intention of consumers has received limited, if any, attention. Considering that purchase intention can largely lead to actual purchase behaviour, this study investigated the impact of robot hotel service on the purchase intention of consumers through an experiment. Findings revealed that the purchase intention of the group who watched a video about robot hotel service was significantly higher than those who watched traditional hotel service video. Implications are further discussed.

Original languageEnglish
Pages (from-to)780-798
Number of pages19
JournalAsia Pacific Journal of Tourism Research
Issue number7
Publication statusPublished - 2 Jul 2020


  • consumer
  • control experiment
  • purchase intention
  • robot hotel service
  • Traditional hotel service

ASJC Scopus subject areas

  • Geography, Planning and Development
  • Tourism, Leisure and Hospitality Management

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