Antecedents and outcomes of use experience of airport service robot: The stimulus-organism-response (S-O-R) framework

This study empirically explores passengers’ emotional experience of using airport service robots from the perspective of the stimulus-organism-response (S-O-R) framework. Our proposed model hypothesizes that stimuli, which is the functional value and coolness of using the airport service robots, leads to satisfaction and influences responses such as perceived smartness and word-of-mouth of the airport. A survey sample of 321 respondents with use experience of airport service robot were employed for the analysis. The result reveals that only perceived coolness of service robot is positively related to satisfaction. Satisfaction demonstrated positive and significant effects on perceived smartness and word-of-mouth of the airport. Engagement of service robots in airport service activities is found to contribute to positive emotional experiences and favorable perspectives of the airport. Empirical implications are discussed and provided.