Exploring the Attractiveness of Service Robots in the Hospitality Industry: Analysis of Online Reviews

被引：28

作者：

Park, Hyunsun ^{[1
]}

Jiang, Shan ^{[2
]}

Lee, One-Ki Daniel ^{[2
]}

Chang, Younghoon ^{[1
]}

机构：

[1] Beijing Inst Technol, Sch Management & Econ, 5 South Zhongguancun St, Beijing 100081, Peoples R China

[2] Univ Massachusetts, Dept Management Sci & Informat Syst, 100 Morrisey Blvd, Boston, MA 02125 USA

来源：

INFORMATION SYSTEMS FRONTIERS | 2024年 / 26卷 / 01期

基金：

中国国家自然科学基金;

关键词：

Service robots; Artificial intelligence; Content analysis; HRI (Human robot interaction); Hospitality services; Attractiveness; Emotion; WORD-OF-MOUTH; EMOTIONAL EXPRESSION; CUSTOMER; SATISFACTION; EMPLOYEES; BEHAVIOR; MODEL; INTELLIGENCE; ANTECEDENTS; EXPERIENCES;

D O I：

10.1007/s10796-021-10207-8

中图分类号：

TP [自动化技术、计算机技术];

学科分类号：

0812 ;

摘要：

As the hospitality industry has begun adopting service robots to replace frontline human services, service robots' attractiveness becomes a salient factor in their design and implementation. However, it is unclear what consist of service robots' attractiveness and how they affect customer responses. This study examines the effects of multiple dimensions of service robots' attractiveness on customers' emotions using a text mining approach. For the data analysis, we collected 50,629 online reviews on 59 hotels and restaurants using service robots from the largest social commerce platform in China. Using the Linguistic Inquiry and Word Count (LIWC) method, we analyzed 7570 online reviews that are directly related to service robots. With the LIWC outcomes, the relationships between the attractiveness dimensions and customer emotions were investigated. Based on our findings, finally, we provide propositions for understanding the attractiveness of service robots. The theoretical and practical implications of the findings are discussed.

引用

页码：41 / 61

页数：21

共 109 条

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