Research on Unmanned Smart Hotels Resistance from the Perspective of Innovation Resistance Theory

Abstract

With the development of Artificial intelligence (AI) technology, more and more AI-based smart devices are being applied in the service. Although this brings many benefits to enterprises and consumers, AI’s rapid development and application also induces consumers’ anxiety. This negative emotion affects consumers’ cognitive decision-making process. However, previous studies have focused more on the impact of positive emotion induced by AI and less on negative emotion induced by AI. Therefore, this paper starts from the negative emotion induced by AI and builds an influencing factor model of unmanned smart hotels (USH) resistance guided by feelings-as-information theory (FIT) and innovation resistance theory (IRT). Based on 355 questionnaires, the data are empirically tested. The results show that surveillance anxiety and delegation anxiety induced by AI positively impact functional barriers evaluation of USH, and functional barriers evaluation of USH has a positive impact on USH resistance. This paper enriches the research results in AI and USH by exploring the factors affecting USH resistance and providing suggestions for USH’s future development.