Human–robot interactions in the restaurant setting: the role of social cognition, psychological ownership and anthropomorphism

Purpose The usage of robot waiters in the hospitality industry is growing, thus increasing number human–robot interactions frontline services. Focusing on restaurants, this study aims to propose social cognition (SC)–psychological ownership (PO)–customer responses (CR) model, while examining association between SC, PO, anthropomorphism and CR. Design/methodology/approach hypotheses are tested using a three-step mixed-method approach that includes partial least squares structural equation modeling (PLS-SEM), necessary condition analysis (NCA) fuzzy-set qualitative comparative (fsQCA). Findings PLS-SEM demonstrates mediating role psychological relationship customer attitudes regarding being attended by revisiting intentions. Robot enhances SC ownership. NCA indicates conditions for presence favorable FsQCA suggests different configurations antecedent lead better Practical implications Frontline robots need be perceived as warm, competent, responsive adaptable requests elicit positive responses. Managers should employ attractive displaying anthropomorphic features. ensure customers have some knowledge about before interacting with them. also consider heterogeneity context which will deployed. Originality/value Based theory, paper analyzes Anthropomorphism moderates