Multifaceted trust in tourism service robots

Research output: Journal article publicationJournal articleAcademic researchpeer-review

144 Citations (Scopus)


In recognizing the increase in the use of service robots by service industries, identifying the structure of trust in intelligent robots is crucial for tourism studies. This paper first proposes a model of multifaceted trust in service robots comprised of three constructs – performance, process, and purpose – and, second, tests the trust model that considers institution-based trust, trusting belief, and intention. As a result, this paper identified a higher-order formative construct of trust in service robots with the highest importance for a performance construct (Study 1). The antecedents of the multifaceted trust in tourism service robots are then identified (Study 2). This study provides important theoretical and methodological contributions to the fields of information technology and tourism.

Original languageEnglish
Article number102888
JournalAnnals of Tourism Research
Publication statusPublished - Mar 2020


  • Artificial intelligence
  • Autonomous robots
  • Service robots
  • Trust and service encounters

ASJC Scopus subject areas

  • Development
  • Tourism, Leisure and Hospitality Management


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