Navigating Perceived Value and Risk in Hotel Robotic Services: Dual Drivers of Consumer Adoption Intentions

This study conducted structural equation modeling to explore how Chinese consumers' perceived values and risks affect their attitudes and intentions to adopt delivery robotic services in hotels, interpreted by three dimensions: functional, social-emotional, and relational, based on the Service Robot Acceptance Model. Results show that perceived values positively affect attitudes and intentions, with social value being the most influential. Conversely, perceived risks negatively impact adoption, with physical threats being the least significant. This study advances a comprehensive model of robotic service adoption, emphasizing the role of social identity and reducing discomfort to improve acceptance in hospitality settings.