10.34944/DSPACE/347
(:unkn) unknown
TWO ESSAYS ON SERVICE ROBOTS AND THEIR EFFECTS ON HOTEL CUSTOMER EXPERIENCE
Temple University. Libraries
2020
Business administration
forgiveness
hotels
sentiment analysis
service failure
service robots
topic modeling
My University
My University
Yang, Yang
2020-08-25
2020
2020-08-18
eng
Text
http://hdl.handle.net/20.500.12613/363
14242
Hu_temple_0225E_14242.pdf
165 pages
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Artificial intelligence (AI) and robotics are revolutionizing the traditional paradigm of business operations and transforming consumers’ experiences by promoting human–robot interaction in tourism and hospitality. Nonetheless, research related to customers’ experiences with robot-related services in this industry remains scant. This study thus seeks to investigate hotel customers’ experiences with service robots and how robot-based experiences shape customers’ satisfaction with hotel stays. Specifically, three research questions are addressed: (a) What are hotel customers’ primary concerns about robots and robot-related services? (b) Do hotel customers’ experiences with robotic services shape guests’ overall satisfaction? (c) How do service robots’ attributes affect guests’ forgiveness of robots’ service failure? This dissertation consists of three chapters. Chapter 1 introduces the overall research background. Chapter 2 answers the first two research questions by combining text mining and regression analyses; Chapter 3 addresses the third question by introducing social cognition into this investigation and performing an experiment. Overall, sentiment analyses uncovered customers’ generally positive experiences with robot services. Machine learning via latent Dirichlet allocation modeling revealed three key topics underlying hotel guests’ robot-related reviews—robots’ room delivery services, entertainment and catering services, and front office services. Regression analyses demonstrated that hotel robots’ attributes (e.g., mechanical vs. AI-assistant robots) and robot reviews’ characteristics (e.g., sentiment scores) can influence customers’ overall satisfaction with hotels. Finally, the experimental study verified uncanny valley theory and the existence of social cognition related to service robots (i.e., warmth and competence) by pointing out the interactive effects of robots’ anthropomorphism in terms of their facial expressions, voices, and physical appearance. These findings collectively yield a set of theoretical implications for researchers along with practical implications for hotels and robot developers.