Examining the effects of robotic service on brand experience: the moderating role of hotel segment

被引：162

作者：

Chan, Ambrose Pak Ho ^{[1
]}

Tung, Vincent Wing Sun ^{[1
]}

机构：

[1] Hong Kong Polytech Univ, Sch Hotel & Tourism Management, Kowloon, Tsim Sha Tsui East, 17 Sci Museum Rd, Hong Kong, Peoples R China

来源：

JOURNAL OF TRAVEL & TOURISM MARKETING | 2019年 / 36卷 / 04期

关键词：

Brand experience; service robots; customer service; hotel segment; customer experience; LUXURY HOTELS; TOURISM;

D O I：

10.1080/10548408.2019.1568953

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This research investigates the effects of robotic service on guest evaluations of hotel brand experience, and examines the moderating effects of hotel segment via a 2 (service delivery video: human or robot) x 3 (hotel segment: budget, midscale, or luxury) between-subjects experimental design. The findings suggest higher levels of sensory and intellectual experience from robotic service but lower levels of affective experience. For behavioral experience, robotic service influenced a higher rating for midscale and budget hotels, but not for a luxury hotel. Overall, robotic service may not necessarily enhance brand experience as influenced by the moderating role of hotel segment.

引用

页码：458 / 468

页数：11

共 46 条

[1] Brand Engagement and Brand Experience at BBVA, the Transformation of a 150 Years Old Company [J].