Will Tourists Accept Hotel Service Robots?

The increasing deployment of service robots in hotels has transformed traditional service encounters, necessitating a deeper understanding of tourists' acceptance intentions. Grounded in the Theory of Planned Behavior (TPB), this study investigates how attitudes, subjective norms, and perceived behavioral control shape potential tourists' intentions to use service robots for concierge and service delivery functions in hotels. Data were collected from 149 respondents in India using a structured online questionnaire measured on a seven-point Likert scale. Partial least squares structural equation modeling and Necessary Condition Analysis were employed for data analysis. The findings reveal that attitudes and subjective norms play a decisive role in shaping behavioral intentions, whereas perceived behavioral control exerts a weaker influence. The results highlight the socially embedded and evaluative nature of robot adoption decisions in hospitality contexts.