Enhancing Hospitality Experience with Service Robots: The Mediating Role of Rapport Building

Document Type

Article

Publication Date

8-6-2019

Publication Title

Journal of Hospitality Marketing and Management

First page number:

1

Last page number:

22

Abstract

This study investigated the influence of service robot attributes on customers’ hospitality experience from the perspective of relationship building. Through literature review and a preliminary study with in-depth interviews, a conceptual framework was developed. A scenario-based experiment and questionnaire survey were designed to test the model. The results indicate that robots’ being perceived as humanlike or intelligent positively affects customer-robot rapport building and the hospitality experience. Additionally, customer-employee rapport building was found to mediate the relationship between robot attributes and the hospitality experience, but customer-robot rapport building was not. Based on these findings, theoretical contributions and practical implications were discussed. 本研究从关系建构的角度探讨服务机器人属性对顾客接待体验的影响.通过文献综述和深入访谈的初步研究，建立了概念框架.设计了基于场景的实验和问卷调查对模型进行测试.结果表明，机器人被视为人形或智能化，对客户机器人的友好关系建设和热情好客体验有积极影响.此外，客户-员工关系构建被发现可以调解机器人属性与酒店体验之间的关系，但客户-机器人关系构建却没有.在此基础上，讨论了理论贡献和实际意义.

Keywords

Service robot attributes; Hospitality; Experience; Rapport building

Disciplines

Hospitality Administration and Management | Robotics

Language

English

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