The extensive application of robots in hospitality and tourism service has transformed the original human-contact into contact-less, so it is necessary to understand the transformation of customers consumption behaviors under this new service mode. While studies have started investigating how service robots enhance the consumer autonomy, the impact of such technology on customers consumption behaviors remains largely unexplored and its underlying mechanism are still unclear. To address this issue, we explore how service robots shape customers autonomous behaviors in hospitality and tourism services. Drawing on the social impact theory, we presented an underlying process in terms of social discomfort, and reveal the boundary conditions.

• Jingyu Liu(Qingdao University,China)
• Yibei Li(Zhongnan University of Economics and Law, China)
• Lingxu Zhou(Zhongnan University of Economics and Law, China)