The difference between service robots and human staff in the extended TPB model in airports

This study examined how to form behavioural intentions in regards to using the extended Theory of Planned Behaviour (TPB) model. This study more specifically proposed the effect of the overall service quality on attitude. In addition, it was hypothesized that attitude, subjective norm and perceived behavioural control have a positive influence on intention to use. Lastly, this study investigated the moderating role of the employee type, which included robots and humans, in the proposed model. The study collected data from 320 travellers who received services from only service robots and from 316 travellers who received services only from human staff at Incheon Airport in South Korea. The data analysis indicated that the overall service quality has a positive influence on attitude. In addition, it was discovered that intentions to use is positively affected by attitude, subjective norm and the perceived behavioural control. Finally, the type of employee moderated the relationship between the overall service quality and attitude.

Automated summary

This study used the extended Theory of Planned Behaviour model to investigate the formation of behavioural intentions. Specifically, it proposed the effect of overall service quality on attitude, and hypothesized that attitude, subjective norm, and perceived behavioural control have a positive influence on intention to use. The study also explored the moderating role of employee type (robots and humans) in the proposed model. Data was collected from 320 travelers interacting with service robots and 316 travelers interacting with human staff at Incheon Airport in South Korea. The analysis showed that overall service quality positively influences attitude, and that attitude, subjective norm, and perceived behavioural control positively affect intentions to use. Furthermore, the type of employee moderates the relationship between overall service quality and attitude.