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This study aims to provide insights and guidance for future research on service robot acceptance in the tourism and hospitality (T&H) domain through a comprehensive literature review.

A total of 249 journal articles, retrieved from the Scopus and Web of Science databases, were reviewed using an inductive analysis method.

Since its emergence in 2008, the topic of robot acceptance has gained significant attention, especially after 2019. The research assesses the current state of research, methodologies used, theoretical foundations and antecedents influencing acceptance. Five categories of antecedents affecting acceptance were systematically identified: robot design factors, individual/organisational factors, situational factors, appraisal factors and affective factors.

This study provides a comprehensive overview of the current landscape of service robot acceptance research. It offers insights and theoretical directions to advance research in the T&H domain.

本研究旨在通过全面的文献综述, 为未来旅游与酒店(T&H)领域服务机器人接受的研究提供见解与指导。

本文采用归纳分析法对检索自Scopus和Web of Science数据库的249篇期刊文章进行分析。

自2008年出现第一篇研究机器人接受的文章以来, 机器人接受话题得到了极大关注, 尤其是在2019年之后。本研究评估了研究现状、方法、理论基础及影响接受的前因。系统性地归纳出影响机器人接受的五类前因：机器人设计、个体与组织、情境、评价及情感因素。

本研究全面概述了服务机器人接受研究的现状, 为推进旅游与酒店领域的研究进展提供了深刻见解与理论指导。

Este estudio tiene como objetivo proporcionar ideas y orientación para futuras investigaciones sobre la aceptación de robots de servicio en el ámbito del turismo y la hospitalidad (T&H) a través de una extensa revisión de la literatura.

Se revisaron un total de 249 artículos académicos, obtenidos de las bases de datos Scopus y Web of Science, utilizando un método de análisis inductivo.

Desde su aparición en 2008, el tema de la aceptación de robots ha recibido una atención significativa, especialmente después de 2019. La investigación evalúa el estado actual de la investigación, las metodologías empleadas, las bases teóricas y los factores que influyen en la aceptación. Se identificaron de manera sistemática cinco categorías de antecedentes que afectan la aceptación: factores de diseño del robot, factores individuales/organizacionales, factores situacionales, factores de evaluación y factores afectivos.

Este estudio proporciona una visión integral del panorama actual del panorama actual de la investigación sobre la aceptación de robots de servicio. Ofrece ideas y direcciones teóricas para avanzar en la investigación en el ámbito de T&H.

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.

A mixed-method approach combining qualitative and quantitative methods was used to develop measurement and test research hypotheses.

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.

This study provides significant implications for the design and implementation of service robots in the hospitality and tourism sector.

Different from traditional technology acceptance models, this study proposed a model based on the hierarchical relationships of cognition, affect and conation to enhance knowledge about human–robot interactions.

The purpose of this study is to reveal the research trends in guest experiences of service robots in the hospitality industry.

In this study, a review was carried out on the Web of Science (WoS) database with the assistance of bibliometric analysis techniques. Cluster analysis was also employed for this to group important data to determine the relationships and to visualize the areas in which the studies are concentrated. The thematic content analysis method was used to reveal on which customer experiences and on which methods the focuses were.

On the subject of experiences of service robots, the greatest number of publications was in 2021. In terms of country, China has come to the fore in the distribution of publications. As a result of thematic content analysis, it was determined that the leading factor was the main dimension of emotional experience. In terms of sub-dimensions, social interactions attracted more attention. Most of the studies discussed were not based on any theory. Apart from these, the Technology Acceptance Model (TAM), the Service Quality Model (SERVQUAL) and Perceived Value Theory (PVT) were featured more prominently among other studies.

In this study, only the WoS database was reviewed. In future studies, it would be possible to make contextual comparisons by scanning other databases. In addition to quantitative research designs, social dimensions may be examined in depth following qualitative research methods. Thus, various comparisons can be made on the subject with mixed-method research designs. Experimental research designs can also be applied to where customers have experienced human-robot interactions (HRIs).

In the hospitality industry, it is critical to uncover every dimension of guests' robot acceptance. This study, which presents the current situation on this basis, guides future projections for the development of guest experiences regarding service robots in the hospitality industry.