International Journal of Research Studies in Management
CollabWritive Special Issue
2023 Volume 11 Issue 4
Available Online: 15 August 2023
Author/s:
Hu, Qian
Graduate School, Lyceum of the Philippines University – Batangas, Philippines
Abstract:
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.
Keywords: service robot, perceived attributes, customer experience, customer acceptance, hospitality industry
DOI: https://doi.org/10.5861/ijrsm.2023.1038
Cite this article:
Hu, Q. (2023). Service robot perceived attributes, customer experience and customer acceptance in hospitality industry: Model for customer-robot interaction. International Journal of Research Studies in Management, 11(4), 63-73. https://doi.org/10.5861/ijrsm.2023.1038