Business Commons^™

Consumer Intention To Use Service Robots: A Cognitive–Affective–Conative Framework, Dan Huang, Qiurong Chen, Songshan (Sam) Huang, Xinyi Liu

Research outputs 2022 to 2026

Purpose: Drawing on the cognitive–affective–conative framework, this study aims to develop a model of service robot acceptance in the hospitality sector by incorporating both cognitive evaluations and affective responses. Design/methodology/approach: A mixed-method approach combining qualitative and quantitative methods was used to develop measurement and test research hypotheses. Findings: The results show that five cognitive evaluations (i.e. cuteness, coolness, courtesy, utility and autonomy) significantly influence consumers’ positive affect, leading to customer acceptance intention. Four cognitive evaluations (cuteness, interactivity, courtesy and utility) significantly influence consumers’ negative affect, which in turn positively affects consumer acceptance intention. Practical implications: This study provides significant implications …