Smart, Pleasurable, And Influential: Exploring Determinants Of Gen Z’s Willingness To Use Airport Service Robots

Abstract

The rapid integration of service robots in transportation hubs such as airports has transformed how passengers interact with service technologies. As early adopters, Generation Z plays a crucial role in shaping the future of robot-assisted services. This study explores the factors influencing Gen Z passengers’ willingness to use airport service robots through the lens of the Cognitive-Affective-Normative framework. Specifically, the study examines the roles of perceived smartness (cognitive), hedonic value (affective), and social influence (normative) in shaping users’ willingness to use airport service robots . Using a hybrid approach combining Partial Least Squares Structural Equation Modeling and Necessary Condition Analysis, the findings confirm the significance of all three dimensions. Importantly, perceived smartness of service robots and hedonic value emerge as both sufficient and necessary conditions. The study extends the Cognitive-Affective-Normative framework to the airport context and offers practical implications for enhancing service robot design and engagement strategies tailored to Gen Z users