The original data of this study.

This study attempts to scrutinise tourists’ switching intentions towards human service after a robot service failure, with the zone of tolerance and trust on stance in technology as moderators. The study adopts the unified theory of acceptance and use of technology as a conceptual framework. Quantitative approach through is adopted. Specifically, the retrospective survey is designed to recall robot-service failures,” A total of 330 valid samples were collected and structural equation modelling was employed for data analysis. The findings revealed an insignificant direct effect of tourists’ switching intentions towards human services after a robot service failure. The findings validate the moderating effects of the zone of tolerance and trust stance on technology on tourists’ customer (dis)satisfaction in terms of severity and controllability while denying the reliability aspect. This study fills the literature gap by elucidating paradoxical switching intention and conceptualising work on human–robot behavioural intentions. The study provides theoretical and practical contributions, with limitations and recommendations for future research directions.

本研究旨在审视机器人服务故障后游客向人工服务的转换意向，以技术容忍区域（zone of tolerance）与技术信任立场作为调节变量。本研究采用统一技术接受与使用理论（Unified Theory of Acceptance and Use of Technology）作为概念框架，选用定量研究方法。具体而言，本研究设计了回顾性调查问卷以让受访者回忆机器人服务故障经历，最终共回收有效样本330份，并采用结构方程模型（Structural Equation Modelling）开展数据分析。研究结果表明，机器人服务故障后游客向人工服务的转换意向不存在显著直接效应；同时证实了技术容忍区域与技术信任立场对游客顾客（非）满意度在服务故障严重程度与可控性维度上的调节效应，但未验证可靠性维度的调节作用。本研究通过阐释矛盾性转换意向、构建人机行为意向的研究框架，填补了相关文献空白。本研究兼具理论与实践贡献，并针对研究局限提出了未来研究方向的建议。