Robots in service: how robot capabilities and personalities drive customer value co-creation and satisfaction
International Journal of Contemporary Hospitality Management,
Год журнала:
2025,
Номер
unknown
Опубликована: Янв. 9, 2025
Purpose
Customer
value
co-creation
in
robots-mediated
hospitality
encounters
involves
active
collaboration
between
customers
and
robots.
In
such
encounters,
robot
capabilities,
which
are
their
functionalities
or
operational
competences,
personalities,
interactive
behaviors
communication
styles,
play
a
key
role
enhancing
customer
co-creation.
The
purpose
of
this
study
is
to
draw
on
service
dominant
logic
examine
the
capabilities
personalities
determining
satisfaction.
Design/methodology/approach
authors
adopted
mixed-methods
research
approach.
A
netnographic
analysis
was
conducted
online
reviews
for
robotic
hotels
restaurants
identify
that
shaped
experiences.
Following
this,
quantitative
(survey)
investigate
effects
Findings
From
analysis,
identified
cognitive,
technical,
interactional,
emotional,
personalization
autonomous
as
influencing
findings
follow-up
empirical
showed
higher-order
construct
positively
influences
co-creation,
which,
turn,
affects
Furthermore,
extroversion
personality
moderates
relationship,
robots
with
high
levels
result
greater
when
possess
compared
introversion
personalities.
Practical
implications
This
advances
understanding
robot-mediated
by
emphasizing
crucial
factors
effective
sector.
it
offers
actionable
insights
providers
selection
satisfaction
successful
Originality/value
While
previous
has
predominantly
focused
acceptance
interaction
settings,
present
examined
how
facilitate
customers.
Specifically,
explores
shaping
perceptions.
few
recent
studies
customer-robot
interactions
have
considered
specific
capabilities.
However,
given
services
experiential
nature
involve
various
tasks,
broad
range
should
be
comprehensive
process.
By
addressing
gap,
novel
into
what
(capabilities)
(extraversion
personality)
Язык: Английский
Anthropomorphism in artificial intelligence: a game-changer for brand marketing
Future Business Journal,
Год журнала:
2025,
Номер
11(1)
Опубликована: Янв. 15, 2025
Abstract
The
expansion
of
brands
adopting
artificial
intelligence
services
with
human
characteristics,
such
as
chatbots,
has
revolutionized
digital
marketing
strategies,
transforming
how
companies
reach
and
engage
customers.
This
technological
innovation
is
reshaping
interactions
between
consumers,
offering
a
more
personalized
efficient
experience.
study
explores
the
influence
chatbot
anthropomorphism
on
customer
engagement
purchasing
decision-making
that
use
this
service.
Data
from
questionnaire
1319
participants
was
analyzed
using
partial
least
squares
method.
Chatbot
positive
when
relationship
mediated
by
engagement.
In
turn,
involvement
also
decision-making.
results
emphasize
for
greater
chatbot's
decision-making,
must
first
be
engaged
chatbot.
research
illuminates
new
path
in
domain
AI-enabled
brand
interactions,
showing
distinct
chatbots
satisfaction,
trust
loyalty,
thus
revolutionizing
traditional
paradigms
consumer-brand
processes.
By
exploring
intricate
dynamics
anthropomorphized
decisions,
breaks
ground,
unprecedented
insight
into
transformative
potential
human-like
shaping
consumer
behavior
relationships.
Язык: Английский
Examining the Positive and Negative Effects of Smartness and Humanness in Human‐Robot Interactions
Journal of Consumer Behaviour,
Год журнала:
2025,
Номер
unknown
Опубликована: Апрель 24, 2025
ABSTRACT
This
study
explores
the
positive
and
negative
effects
of
perceived
smartness
humanness
on
consumer
acceptance
service
robotic
agents,
particularly,
regarding
formation
value
creators
such
as
trust
attitude
toward
human–robot
interactions
(HRIs)
well
destructors
stress
emotion.
Data
were
collected
through
a
combination
fieldwork
experimental
methods.
The
first
study,
approach,
was
conducted
in
library
that
deployed
Temi
robot.
Findings
from
show
significant
robot
trust.
Moreover,
partially
mediated
effect
intention
to
use.
second
comprised
an
online
scenario‐based
experiment
designed
extend
findings
Study
1.
validated
creators.
pinpoints
distinctive
factors
impact
robots,
offering
actionable
insights
for
deploying
agents
frontline
settings.
By
prioritizing
design
features
optimize
HRIs,
this
research
bridges
gap
between
theory
practice,
providing
realistic
view
with
robots.
Язык: Английский
Guest editorial: Marketing via smart technologies in hospitality and tourism
Journal of Hospitality and Tourism Insights,
Год журнала:
2024,
Номер
7(3), С. 1285 - 1293
Опубликована: Июнь 21, 2024
Язык: Английский
How to make consumers tolerate robotic service failures
International Journal of Hospitality Management,
Год журнала:
2024,
Номер
126, С. 104059 - 104059
Опубликована: Дек. 18, 2024
Язык: Английский
The Role of Service Robots in Restaurant Settings: A Meta-Analysis Study on Consumer Behavior and Intentions
International Journal of Human-Computer Interaction,
Год журнала:
2024,
Номер
unknown, С. 1 - 13
Опубликована: Ноя. 15, 2024
The
employment
of
service
robots
in
restaurants
has
become
increasingly
common.
Previous
studies
have
explored
the
factors
related
to
impact
on
consumers
from
multiple
perspectives,
but
this
topic
still
lacks
an
integrated
empirical
study
organize
and
analyze
conclusions
previous
studies.
This
obtained
46
through
WoS
Scopus
databases.
Based
data
these
guided
by
SOR
theory,
a
holistic
conceptual
framework
was
constructed
describe
how
affect
restaurant
consumers.
tested
construct
meta-analysis
verified
moderating
role
macro
variables
such
as
time
culture.
not
only
theoretical
significance
for
future
research
can
also
provide
practical
guidance
managers
application
deployment
robots.
Язык: Английский