Driven by technology or sociality? Use intention of service robots in hospitality from the human–robot interaction perspective

The technology and sociality of service robots in the hospitality industry are integrated into iTAM from the perspective of human–robot interactions. The empirical results of the functional-social perceived model show that both functional and social perceptions mediate the relationship between human–robot interaction and the intention to use robots, and that the mediating effect of technology is stronger than that of social perception. In terms of functional perception, the mediating effect of perceived usefulness was stronger than that of perceived ease of use. In terms of social perception, the mediating effect of perceived enjoyment was significant, while the mediating effect of rapport and trust was not. Therefore, customers' perceived enjoyment is stronger than that of rapport and trust. • HRI is explored by integrating robots’ intelligence and users’ self-efficacy. • Both functional and social perception mediate use intention in HRI. • The mediating effect of perceived usefulness is stronger than ease of use. • Enjoyment plays mediating role significantly compared with rapport and trust.