Mark Steins , Marc Becker , Gaby Odekerken-Schröder , Frank Mathmann , Dominik Mahr , Rebekah Russell-Bennett
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引用次数: 0
Abstract
Service robot research recognizes that dyadic customer–service provider interactions do not occur in isolation, yet it has not comprehensively detailed human–robot interaction (HRI) in collective service settings. The current article analyzes 1107 online hotel reviews referring to service robots, identifying how customers appraise and cope with HRI during collective service experiences. From this, the authors propose a conceptual model of the impact of HRI on post-purchase outcomes. Tests of the model with field data from 310 customers who interacted with a restaurant robot reveal that challenge appraisals of HRI drive problem-focused, emotion-focused, and support-seeking coping strategies. In contrast, threat appraisals lead only to emotion-focused coping. Such coping efforts during collective service experiences produce shared realities of the robot across customers, reducing their switching intention and enhancing relational service well-being. Service providers should actively mitigate threat appraisals, promote challenge appraisals and support customers in coping with frontline service robots.
期刊介绍:
The Journal of Business Research aims to publish research that is rigorous, relevant, and potentially impactful. It examines a wide variety of business decision contexts, processes, and activities, developing insights that are meaningful for theory, practice, and/or society at large. The research is intended to generate meaningful debates in academia and practice, that are thought provoking and have the potential to make a difference to conceptual thinking and/or practice. The Journal is published for a broad range of stakeholders, including scholars, researchers, executives, and policy makers. It aids the application of its research to practical situations and theoretical findings to the reality of the business world as well as to society. The Journal is abstracted and indexed in several databases, including Social Sciences Citation Index, ANBAR, Current Contents, Management Contents, Management Literature in Brief, PsycINFO, Information Service, RePEc, Academic Journal Guide, ABI/Inform, INSPEC, etc.