Youngjoon Choi

Hotel industry started to adopt service robots, which are considered a future workforce. However, no attempt was conducted to examine the dimensionality of service quality of service robots. This paper aims to understand the influence of human–robot interaction from the viewpoint of hoteliers and guests. Two studies are conducted in this respect. Study 1 organizes focus-group interviews with hotel managers from various departments to elicit themes related to guest–robot interaction and robot-delivered services. Based on the findings in Study 1, Study 2 conducts an experiment to examine and compare hotel guests’ perceptions about the quality of services provided by human staff and service robots, as well as their joint services. Human staff services are perceived higher than the services of service robots in terms of interaction quality and physical service environment. However, no significant difference in outcome quality is noted.

This study aimed to identify the antecedents of emotional and functional values of festival participation. At the same time, it investigated the relative contribution of emotional and functional values to satisfaction levels and behavioral intentions. Structural equation modeling suggested that festival programs and convenient facilities positively influenced both functional and emotional values, whereas a natural environment positively affected only emotional value. The festival program contributed more to emotional value than to functional value, whereas a convenient facility was more associated with functional value. Emotional value contributed more strongly to both festival satisfaction and behavioral intentions. The findings are expected to aid in our understanding of visitors’ perceptions of festivals, so that they can be better managed and designed in the future.