Customer-robot interactions: Understanding customer experience with service robots

Huang, Dan; Chen, Qiurong; Huang, Jia-Hui; Kong, Shaojun; Li, Zhiyong

doi:10.1016/j.ijhm.2021.103078

Cited by 102 publications

(57 citation statements)

References 122 publications

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“…Previous studies demonstrated that consumers’ willingness to use service robots in the hospitality setting was influenced by various factors, such as robot appearance, service context and crowding (Liu et al , 2022; Hou et al , 2021). Another stream of recent studies aims to deepen understanding of customer experiences during human-robot interactions (Huang et al , 2021; Xiong et al , 2021) during the time of the COVID-19 pandemic.…”

Section: Literature Reviewmentioning

confidence: 99%

Robots can’t take my job: antecedents and outcomes of Gen Z employees’ service robot risk awareness

Shum

Alcorn

et al. 2022

IJCHM

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Purpose There has been a dramatic increase in the adoption of service robots in hotels, potentially replacing the human workforce. Drawing on Social Amplification of Risk Framework, this study aims to examine the moderating effect of transformational leadership on the indirect relationships between Gen Z employees’ tech-savviness and social skills on industry turnover intention via service robot risk awareness (SRRA). Design/methodology/approach This study collected two-wave time-lagged multilevel data of 281 frontline Gen Z hotel employees from 54 departments in China. Participants were asked to rate their tech-savviness, social skills and SRRA in the first survey. They rated their supervisor’s transformational leadership and industry turnover intention one week later. Findings Multilevel path analysis results showed SRRA mediates the negative indirect relationship of Gen Z employee’s tech-savviness and social skills on industry turnover intention. Transformational leadership weakened the positive effect of SRRA on industry turnover intention. Originality/value This study contributes to the growing literature on service robots by investigating the antecedents and outcomes of employees’ SRRA. To the best of the authors’ knowledge, it is one of the first empirical studies investigating the role of leadership to mitigate the negative consequences of employee’s SRRA. Managers can use the results of this study to implement training programs and ensure that employees and service robots successfully coexist in the workplace.

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Section: Literature Reviewmentioning

confidence: 99%

Robots can’t take my job: antecedents and outcomes of Gen Z employees’ service robot risk awareness

Shum

Alcorn

et al. 2022

IJCHM

View full text Add to dashboard Cite

show abstract

“…In this new service paradigm, the service robots have become a service provider that determines the customer’s service experience (Qiu et al, 2019). Therefore, the positive experience with service robots leads to customer’s positive attitude and behavior (D. Huang et al, 2021; Li & Wang, 2021).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…Owing to changes in the business paradigm caused by service robots, robots will replace human staff and play a service provider role (Seyitoğlu & Ivanov, 2020). Therefore, previous studies emphasized that service robots will replace human staff and integrate with the customer's service experience (D. Huang et al, 2021; C. M. Kuo et al, 2017;Seyitoğlu et al, 2021). When a customer feels that the new service is more attractive than the current service, the new service is adopted by the customer (R. Z.…”

Section: Introductionmentioning

confidence: 99%

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Effects of Resistance Barriers to Service Robots on Alternative Attractiveness and Intention to Use

Lee

Kim

2022

SAGE Open

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This study examined the effect of resistance barriers on alternative attractiveness of service robots and intention to use to explain the effect of innovation resistance against such robots on customer behavior. An online survey was conducted with South Korean customers who had used hotel rooms in the past year. This study tested its hypotheses with partial least squares–structural equation modeling. The results indicate that usage barriers related to customers’ familiarity with use and tradition as well as image barriers caused by psychological instability and decreased alternative attractiveness. However, the value and risk barriers based on technological level had no significant effect on alternative attractiveness. The results show that alternative attractiveness increases intention to use; however, alternative attractiveness affected by resistance barriers decreases intention to use. This study broadens the research scope by applying the innovation resistance theory to prior service robot literature with pro-innovation bias. Hospitality managers can refer to these results to design service environments that can lower the resistance barrier against using service robots.

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“…It is primarily about the ability of machines to show 'intelligent' behavior. To date, this has not been achieved to the full extent desired at the time (Huang et al, 2021;McLeay et al, 2021). In this regard, it is important for researchers to keep AI advancements under observation and thus constantly keep track of the fields and forms AI is emerging into.…”

Section: Introductionmentioning

confidence: 99%

A conceptual comparative approach on personal AI assistants and external service robots

Pelău

Barbul

Bojescu

2022

Proceedings of the International Conference on Business Excellence

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In the past years artificial intelligence (AI) has become an important subject for both companies and consumer due to the growth of personal AI assistants and external service robots. It is clear that many aspects of our life are not like they used to be. The fact that every one of us is sooner or later going to incorporate various AI functions in daily routine activities becomes somehow certain. It is not only our home-life that is transforming, but also the way we, as consumers, are going to interact with different product and service providers. In this paper we provide a comparative literature review on the challenges and research topics regarding personal AI assistants and external service robots. While the personal AI assistants intervene more in the private sphere of the consumer, the relation to the external service robots is more distant. The results of our literature review show that the relation between consumer and external service robot is more characterized by interaction, enjoyment and engagement, it is expected to have a parasocial friendship relation between consumer and personal AI assistants. Taking this difference of perspective the two types of AI will be differently involved in the future business and marketing activities of companies.

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Customer-robot interactions: Understanding customer experience with service robots

Cited by 102 publications

References 122 publications

Robots can’t take my job: antecedents and outcomes of Gen Z employees’ service robot risk awareness

Robots can’t take my job: antecedents and outcomes of Gen Z employees’ service robot risk awareness

Effects of Resistance Barriers to Service Robots on Alternative Attractiveness and Intention to Use

A conceptual comparative approach on personal AI assistants and external service robots

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