Research on Customer Experience of Hotel Robot Service in Hangzhou through the Lens of Experience Economy Model
Zhouyi Chen, Bao YaFang · Tourism Management and Technology Economy · 2023
This study aims to reveal the key dimensions of customer experience of hotel robot service in China through the lens of Experience Economy Model. Qualitative research was conducted by analyzing 10,024 customer reviews from four typical hotels in Hangzhou. The study extended the traditional dimensions of "entertainment," "escapism," "esthetics," and "education" in the Experience Economy Model to include the dimensions of "facilities," "emotions," and "efficiency." The study not only provides a more complete and systematic description of customer experience of hotel robot service but also has important empirical significance for the application of Experience Economy Model.