Authors - Vinca Valenia, Chelsea Calissta Liman Lim, Ichwan Masnadi Abstract - The swift embrace of artificial intelligence (AI) in the hospitality field has deeply modified the way services are provided and how customers interact, especially in the context of robot waiter systems in restaurant settings. Previous research mainly focused on operational efficiency; however, little has been done to understand how such technologies affect customer experience and their subsequent behaviors. This paper first determines customers' perception factors of AI-based robot waiter systems and their emotional involvement and satisfaction as consequences of the service encounter. Based on the Technology Acceptance Model (TAM), this study examines perceived usefulness and perceived ease of use in their contribution to customer attitudes formation toward AI-enabled services. Furthermore, emotional involvement as the main affective reaction that alters the customer attitudes-satisfaction link has been included in this investigation. Participants were selected based on their familiarity or interest in AI-based service technologies, and the quantitative method was used for the model testing. These results may shed light on the ways in which customer experience and satisfaction can be improved through AI-driven service innovations that take into account the cognitive and emotional aspects of consumer behavior. This paper is a significant addition to the field.
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