Human–AI Interaction in Robot Waiter Services Examining Technology Acceptance, Emotional Engagement, and Customer Satisfaction

Artificial intelligence (AI) and digital technologies have been rapidly developed in recent years, making hotel services more automated than ever before, such as AI-enabled service robots used for restaurants services. The purpose of this research is to identify factors that affect users acceptance of robot waiter systems as well as the impact that the acceptance has on emotional engagement and customer satisfaction. First, this study predicts users’ attitudes on robot waiter systems by applying the Theory of Technology Acceptance Model (TAM), mainly focusing on perceived ease of use and perceived usefulness. An online questionnaire survey was conducted with restaurant customers who experienced the robot waiter service system. The Partial Least Squares Structural Equation Modeling (PLS-SEM) method was applied to analyze the cognitive and affective factors affecting user acceptance of robot waiters. This study confirmed that perceived ease of use affected perceived usefulness and users’ attitude toward robot waiter systems. In addition, users’ attitude toward robot waiter systems had a positive effect on both emotional engagement and customer satisfaction. Emotional engagement had a mediating effect between users’ attitude toward technology and customer satisfaction.This study suggested implications for usability and user experience design on artificial intelligence-enabled service systems. Since this study was analyzed in smart servicescape environment to understand human–technology relationships, it can be linked to sustainable Development Goal 11 (SDG 11).