Determinants of Repurchase Intentions of Hospitality Services Delivered by Artificially Intelligent (AI) Service Robots
Round 1
Reviewer 1 Report
This study uses data from 331 hotel customers in 3 Chinese cities in order to examine whether or not performance expectancy, effort expectancy, and subjective norms of AI service robots influence customer experience quality and perceived value perceptions in the delivery of hospitality service experiences. These provide a theoretical and practice shadow to bridge the gaps found in previous studies.
Having worked with AI service robots for several years I see this as a valuable contribution to the literature as most of the research that I have seen examine the technological aspects as opposed to a customer oriented perspective.
The sample should have sufficient power as well as stability of results.
The results are significant enough that I believe that additional details about the results should be included as should additional suggestions for future research. In regards to suggestions for future research you should at least double them as it is here that you make a more significant contribution to the literature.
I hope that you find these comments helpful. Thank you very much for submitting your paper to Sustainability and therefor allowing me to read and make suggestions for improving the potential value added to the literature by your fine work.
Author Response
Dear reviewer, many thanks for the constructive comments. Many thanks for the ‘minor revision’ recommendation. We hope you will accept our careful revisions.
1. Thank you very much for your constructive feedback on this statement.
2. Thanks for the nice comment, we appreciate your valuable compliment.
3. Thank you for your comments, we have distributed 455 questionnaires and 331 were selected to analyze with a 72.7% response rate (Please see page 8 and lines 194 and 195).
4. The statistical findings added additional suggestions according to your suggestion and future research added some sentences.
5. Thanks again for your nice compliments.
Author Response File: 
Author Response.pdf
Reviewer 2 Report
The authors have taken up an interesting and very current topic. Robotization and automation of the process of providing services is an obvious direction of the evolution of tourist services and many others.
The article has some shortcomings and elements that need improvement.
The biggest methodological drawback is the fact that all hypotheses are generally obvious and proven in previous studies, the results of which are quoted by the authors of this study. So why prove something that has already been proven many times? It does not make sense. I propose to modify the section containing hypotheses, because in this version it is very debatable and in my opinion unacceptable.
The article concerns the services provided by AI robots. Why are there only two sentences about these services at the end of the article??? Their examples should be extensively presented and discussed in the initial part of the text.
In the "Practical Implications" section, only a few sentences are the implications. The rest is theory.
All remarks have been included in the text in the form of comments.
Comments for author File: Comments.pdf
Author Response
Dear reviewer, many thanks for the constructive comments. Many thanks for the ‘minor revision’ recommendation. We hope you will accept our careful revisions.
1. Thank you very much for your nice compliments.
2. We agreed to work on improvements to make the paper rigorous.
3. We agreed that some of the hypotheses are tested in the past few studies based on their context and research field. We again proposed and tested based UTAUT model that was rarely needed for the study context and we used different measurements to test them. So far we modified the section and increase the debate on relationships by extending the literature.
4. Some other sentences were added to increase the value of AI robots in the hotels in the initial part.
5. The practical implications were modified and improved according to the managerial perspective.
Author Response File: Author Response.pdf
