Overservice backfires

The impact of high robot attentiveness on tourists' discontinuous usage intentions

Datos Bibliográficos

ID11443791
AutoresJinwei Wang (0000-0003-1470-7106, Chinese Academy of Sciences), Yun Tang (0000-0003-2340-1109, Beijing International Studies University), Yingzong Tang, Xin Chen (0000-0001-7221-0056, China Tourism Academy), Songshan Huang (0000-0003-4990-2788, Edith Cowan University, autor de correspondencia)
Año2026
Volumen113
Páginas105318
Fecha de publicación2026-04-01
Open AccessSí
TipoARTICLE
RevistaTourism Management (JOURNAL)
Identificadores de la revistaISSN: 0261-5177 • E-ISSN: 1879-3193
EditorialElsevier BV (PUBLISHER)
DOI10.1016/j.tourman.2025.105318
OpenAlexW4414995674
IdiomaEN
Citas recibidas1
Referencias citadas89

AI-powered robots can meet both functional and emotional consumer service needs through proactive engagement. Yet, excessive attentiveness may produce unintended negative outcomes. Drawing on conservation of resources theory, this research employs four studies and a single-paper meta-analysis to investigate how highly (vs. moderately) attentive robotic service influences tourists' intentions to discontinue use. Results show that highly attentive robotic service increases discontinuous usage intentions, and this effect unfolds sequentially through perceived threat to freedom and emotional exhaustion. Furthermore, information sensitivity and technology anxiety moderate the relationship between robotic attentiveness and discontinuous usage intentions. These findings offer strategic insights for tourism practitioners on deploying robotic services effectively to foster consumer acceptance of technology

Robot · Service (business · Service robot · Tourism · Uncanny valley · Unintended consequences · AI in Service Interactions · Cyberloafing and Workplace Behavior · Social Robot Interaction and HRI

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