When Contactless Service Matters: The Use of Robotic Services in the Healthcare Sector

The Coronavirus disease 2019 (COVID-19) pandemic has led to a catastrophic public health emergency that impacted the global society's prosperity, health, and security. Concurrently, the swift technological development over the recent decades has enabled the rising implementation of robots in various industries. In particular, there is a growing demand for robotic technology in the healthcare sector as a precautionary measure since they significantly reduce the risk of cross-infection through interpersonal contact among medical professionals by shifting to computerized routine tasks. Therefore, this paper presents a comprehensive review of the use of robots in the healthcare sector during and post-COVID-19 pandemic. This paper highlights the increasing demand and adoption of robotic technology during and post-pandemic COVID-19 in healthcare sector. The benefits to the society and engineering managers, and challenges in implementing robotic technology in the healthcare sector are provided at the end of this paper before the paper ends with a concise conclusion. IEEE

Investigating the determinants of performance of artificial intelligence adoption in hospitality industry during COVID-19

PurposeDrawing on the technology-organization-environment (TOE) framework, this study aims to investigate determinants of performance of artificial intelligence (AI) adoption in hospitality industry during COVID-19 and identifies the relative importance of each determinant. Design/methodology/approachA two-stage approach that integrates partial least squares structural equation modeling (PLS-SEM) with artificial neural network (ANN) is used to analyze survey data from 290 managers in the hospitality industry. FindingsThe empirical results reveal that perceived AI risk, management support, innovativeness, competitive pressure and regulatory support significantly influence the performance of AI adoption. Additionally, the ANN results show that competitive pressure and management support are two of the strongest determinants. Practical implicationsThis research offers guidelines for hospitality managers to enhance the performance of AI adoption and presents policy-making insights to promote and support organizations to benefit from the adoption of AI technology. Originality/valueThis study conceptualizes the performance of AI adoption from both process and firm levels and examines its determinants based on the TOE framework. By adopting an innovative approach combining PLS-SEM and ANN, the authors not only identify the essential performance determinants of AI adoption but also determine their relative importance.

Understanding the Patients’ Usage of Contactless Healthcare Services: Evidence from the Post-COVID-19 Era

This study aims to investigate patients’ behavioral intention toward the adoption of contactless healthcare applications in the post- COVID-19 pandemic era. Therefore, the study model extends the unified theory of acceptance and use of technology (UTAUT) with the task technology fit (TTF) model, personal innovativeness, and avoidance of personal interaction to determine patients’ intention to adopt contactless healthcare applications for medical purposes. A research questionnaire was conducted on Jordanian citizens in a voluntary environment. In response, 383 valid questionnaires were retrieved. The study model is empirically analyzed with structural equation modeling (SEM). Findings of the structural model imply that was jointly predicted by UTAUT constructs, TTF, and API and explained substantial variance R2 78.4% in user behavior to adopt contactless healthcare applications. The current research contributes to theory by extending the UTAUT with the TTF model, API, and PI and enriching information systems literature in the context of users’ intention to adopt e-health technology. Practically, this research suggests that healthcare services providers should focus on IT fitness including internet-enabled devices and the number of facilities to operate the healthcare applications which in turn boost individual confidence towards the adoption of contactless healthcare technology. This research develops a unique model that examines user behavior towards the adoption of contactless healthcare technology to improve the healthcare industry. The findings of this research provide an answer on how to recover from COVID-19 repercussions on the healthcare sector while using such applications. Moreover, this study provides guidelines for clinical management through a virtual setting and guides health consultants, applications developers, and designers to design user-friendly applications for e-healthcare purposes. © 2022, IFIP International Federation for Information Processing.

Contactless but loyal customers: The roles of anxiety and sociability in the hotel service context

To move their businesses in a positive direction, service providers are increasingly adopting contactless technologies. However, the influence of contactless service (CS) on important customer outcomes has been ignored. This study formulated a research framework to investigate the roles of customer anxiety and sociability in the relationship between CS and customer loyalty in the hotel setting. The findings revealed that CS is positively related to customer loyalty. Pandemic-related customer anxiety helps transit the positive impact of CS on customer loyalty. However, customer sociability dampens the effects of CS on customer loyalty. More specifically, as customer sociability increases, the positive impact of CS on customer loyalty decreases directly and indirectly via customer anxiety. Our findings provide novel contributions to the emerging CS literature by disclosing the psychological mechanisms under the “contactless effect” and the potential theoretical boundary condition. In addition, the findings deliver practicable benefits to service managers in fighting the COVID-19 crisis. © 2022

Are you ready for a contactless future? A multi-group analysis of experience, delight, customer equity, and trust based on the Technology Readiness Index 2.0

Contactless hospitality services are technology-enabled innovative services combating the challenges of the COVID-19 pandemic. Surveying 1,537 hotel guests, this study explores the relationships between customer experience, customer delight, customer equity, and brand trust in contactless hospitality services. A theoretical model is proposed to investigate the antecedents and consequences of customer equity. The moderating effect of health concerns lies on the path from customer equity to trust. A multi-group analysis was conducted to examine the invariance among proposed paths between two customer groups. The effects of delight on equity and equity on trust are stronger for the low technology readiness group.

Service robots are an option for contactless services due to the COVID-19 pandemic in the hotels

The development of robotics in the current COVID-19 pandemic scenario can change the face of the industries. Robots are becoming more prominent in the hospitality industry. In this scenario, the usage of service robots for hotels is the best option. This study is performed using TAM and TRI theories. The constructs selected for the study are perceived ease of use, perceived usefulness, attitudes, behavioural intention, discomfort, insecurity, and trust. Survey-based research is carried out with the help of a questionnaire. The target population are the employees working in the hotels. Ten hypotheses are proposed for the study. This study highlights the acceptance of service robots in the hotels of India. Out of ten proposed hypothesis, five hypotheses were accepted, and the rest were rejected. For data analysis, structural equation modelling in AMOS 20.0 was carried out. This study will help the managers and the top management in the adoption of service robots.