Unveiling the impact of negative information on hotel customer service robots’ adoption: an information–motivation–behavioral (IMB) skills model perspective

What is it about?

This research explores how bad news about service robots affects people's attitudes towards using them. It finds that negative opinions from social media don't change people's confidence in using robots, but negative news in the media can actually make them more interested in trying them out. The key takeaway is that feeling skilled and informed about these robots is important. If people understand how to use robots safely, they're more likely to use them, despite any negative news they might hear.

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