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This study reveals how consumer perceptions of service robots relate to satisfaction and intentions, especially with employees with disabilities.
This study explores consumers' responses to service robots remotely controlled by employees with disabilities. The "computers are social actors" paradigm and multiple dimensions of customers' perceptions of robots contribute to our investigation. Structural equation modeling results reveal that likability perception and anticipated safety vis-à-vis service robots positively contribute to anticipated satisfaction, engendering enhanced behavioral intentions toward restaurants. Anthropomorphism, animacy, and intelligence neither influence anticipated satisfaction with nor behavioral intentions toward restaurants. This study contributes to not only the emerging field of research relating to people with disabilities but also the literature on service robots in the food service sector.
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Motoki et al. (2025) studied this question.
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