Purpose
The purpose of this study is to explore the impact of the robot restaurant servicescape and robot service competence (RSC) on customers’ behavioral intentions and to analyze the mediating role of hedonic value (HV) and utilitarian value (UV) in these relationships and the moderating role of individual characteristics.
Design/methodology/approach
This research involves seven constructs to be measured, namely, servicescape, RSC, negative attitude toward robots (NAR), openness to change (OC), HV, UV and behavioral intention. This research selects Foodom robot restaurants, located in Shunde and Guangzhou of China, as the research site, and the research objects are customers having dinner in the restaurant. A total of 485 valid data was collected. Structural equation modeling was used to analyze the data, verify the proposed research model, and test the research hypotheses.
Findings
The study finds that servicescape and RSC improve customer behavioral intention. Additionally, HV and UV mediate the influence of servicescape and RSC on customer behavioral intention. Moreover, OC negatively moderates the influence of servicescape on UV and that a NAR negatively moderates the influence of RSC on HV.
Originality/value
Through carefully design of servicescape and the improvement in service capabilities of robots, the original service delivery dominated by frontline service personnel can be transformed into service delivery dominated by service robots, which is conductive to providing a pleasant and unforgettable experience for customers.
Purpose
– The purpose of this paper is to explore integrity issues for travel services in China using the framework of a stress and coping model to focus on customers’ perceived unfairness, responsibility attribution and their negative emotions.
Design/methodology/approach
– A content analysis of 80 online customer complaints provides a brief profile of these integrity issues.
Findings
– Integrity issues frequently appear during service delivery and are primarily rooted in the unethical behavior of travel service employees or partners. Service contracts and fairness are used by customers as standards to evaluate harm caused by integrity issues. Customers attribute responsibility for these issues to the travel agency or tour operator, and not their employees. Finally, customers feel angry and disappointed when they experience an integrity issue and sometimes feel helpless.
Research limitations/implications
– Future studies can collect data by multiple means and further examine the correlations between customers’ cognitive appraisals, negative emotions and relationship outcomes in the context of integrity violation.
Practical implications
– Integrity management in travel services should be integrated with service management and promise management. Travel agencies must take immediate actions to reduce the negative influences of integrity issues. Moreover, the tourism sector in China should make efforts to control integrity problems at the industry level.
Originality/value
– This study contributes to the prior model of trust violation by investigating the trigger events of integrity violation and emphasizing the roles of customers’ perceived unfairness and negative emotions.
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