Mediating effect of PLS-SEM.

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.本研究旨在探讨游客在遭遇机器人服务失败后转向人工服务的转换意向，并以技术容忍区间（zone of tolerance）与技术信任立场作为调节变量。本研究以技术接受与使用统一理论（unified theory of acceptance and use of technology）作为概念框架，采用定量研究方法。具体而言，本研究设计回顾性调查以让受访者回忆其经历的机器人服务失败事件。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。研究结果显示，游客在遭遇机器人服务失败后转向人工服务的直接转换意向效应并不显著。研究结果证实，技术容忍区间与技术信任立场对游客在服务失败严重程度与可控性维度下的顾客（非）满意度具有显著调节效应，但在可靠性维度上未发现显著调节作用。本研究通过阐释悖论性转换意向，并构建人机行为意向的研究范式，填补了相关文献空白。本研究兼具理论与实践贡献，同时讨论了研究局限及未来研究方向的相关建议。