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dc.contributor.authorHuang, D
dc.contributor.authorChen, Q
dc.contributor.authorHuang, J
dc.contributor.authorKong, S
dc.contributor.authorLi, Z
dc.date.accessioned2021-10-21T00:47:22Z
dc.date.available2021-10-21T00:47:22Z
dc.date.issued2021
dc.identifier.issn0278-4319
dc.identifier.doi10.1016/j.ijhm.2021.103078
dc.identifier.urihttp://hdl.handle.net/10072/409339
dc.description.abstractTechnology developments relating to automation, artificial intelligence, and robots have transformed the landscape of service industries, including hospitality and tourism. Through a qualitative content analysis of online review data, this study seeks a comprehensive and grounded understanding of customer experience with service robots in hospitality and tourism settings. The analysis identified four categories of customer experience: (1) sensory experience (verbal language, physical appearance, kinesics, and paralanguage), (2) cognitive experience (utility, cuteness, autonomy, coolness, interactivity, and courtesy), (3) affective experience (enjoyment, novelty, negative emotion, and satisfaction), and (4) conative experience (approach/resistance). Results led to the development of a framework representing customer experience with service robots and to insights into customer-robot interactions. Most customers described positive experiences, and while service robots performed well in delivering functional and emotional value, social interaction skills need improvement.
dc.description.peerreviewedYes
dc.languageen
dc.publisherElsevier BV
dc.relation.ispartofpagefrom103078
dc.relation.ispartofjournalInternational Journal of Hospitality Management
dc.relation.ispartofvolume99
dc.subject.fieldofresearchHospitality management
dc.subject.fieldofresearchRetail
dc.subject.fieldofresearchPsychology
dc.subject.fieldofresearchcode350402
dc.subject.fieldofresearchcode350404
dc.subject.fieldofresearchcode52
dc.titleCustomer-robot interactions: Understanding customer experience with service robot
dc.typeJournal article
dc.type.descriptionC1 - Articles
dcterms.bibliographicCitationHuang, D; Chen, Q; Huang, J; Kong, S; Li, Z, Customer-robot interactions: Understanding customer experience with service robot, International Journal of Hospitality Management, 2021, 99, pp. 103078
dc.date.updated2021-10-20T01:17:47Z
gro.hasfulltextNo Full Text
gro.griffith.authorHuang, Dan


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