The technology and sociality of service robots in the hospitality industry are integrated into iTAM from the
perspective of human–robot interactions. The empirical results of the functional-social perceived model show
that both functional and social perceptions mediate the relationship between human–robot interaction and the
intention to use robots, and that the mediating effect of technology is stronger than that of social perception. In
terms of functional perception, the mediating effect of perceived usefulness was stronger than that of perceived
ease of use. In terms of social perception, the mediating effect of perceived enjoyment was significant, while the
mediating effect of rapport and trust was not. Therefore, customers’ perceived enjoyment is stronger than that of
rapport and trust.