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

Purpose This study aims to explore how negative information influences consumer attitudes and behaviors toward using service robots in the hospitality industry. It focuses on understanding the role of both formal (e.g. mass media) and informal (e.g. social networks) information sources in shaping consumer perceptions. Design/methodology/approach Using the information–motivation–behavioral (IMB) skills model as a theoretical framework, the research collected data from an online survey and examines the effects of negative information, motivations, self-efficacy and the intention to adopt hotel service robots. Findings Contrary to what might be expected, the study reveals that negative information does not have a significant effect on the intention to adopt service robots. Instead, it significantly influences consumer risk perceptions and self-efficacy beliefs. Notably, the study finds differences in the impacts of formal and informal information sources, with each playing a unique role in the consumer decision-making process. Originality/value This research breaks new ground by dissecting the psychological mechanisms that drive service robot adoption in the context of hospitality. It illuminates how different sources of information process and mediate consumer attitudes and adoption intentions. The study’s insights are particularly valuable for industry professionals, offering strategies to manage the impact of negative information and enhance consumer engagement with service robots.