Service robot perceived attributes, customer experience and customer acceptance in hospitality industry: Model for customer-robot interaction
Qian Hu · International Journal of Research Studies in Management · 2023
The purpose of this paper is to clarify the relationship among service robot perceived attributes, customer experience and customer acceptance by combining the relevant literature and investigating and analyzing the interaction of customer-robot in hospitality industry, and then recommending specific strategies to promote the acceptance of service robots and the effect of human-machine interaction.Through questionnaire survey and SPSS 28.0 statistical analysis software, this paper discusses the relationship among service robot perceived attributes, customer experience and customer acceptance.Based on the results of literature evaluation and the conclusion of investigation and analysis, this paper designs three scales: service robot perceived attributes, customer experience and customer acceptance, and then completes the questionnaire design.The study revealed that attributes of service robot has a positive correlation with customer experience; and at the same time the customer experience has positive correlation with customer acceptance.Further, it formulated a framework for customer-robot interaction in hospitality industry.