Family-customer happiness and its impact on customer citizenship behavior: A study of parent–child consumption in robot restaurants

IF 7.3 2区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

Tourism Management Perspectives Pub Date : 2024-06-29 DOI:10.1016/j.tmp.2024.101273

Jiamin Peng , Zizhao Peng , Shaohui Lei , Lishan Xie

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引用次数: 0

Abstract

Academic research on ways to promote family consumers' happiness in technology-enabled service contexts is limited. Based on the value co-creation concept and emotional contagion theory, this study focuses on parent-child consumption and develops a theoretical model of the relationship between customer–robot interaction experience, family emotional bonding, customer happiness, and citizenship behavior in robot restaurants. Further insights into the model were obtained by content analysis of 374 online customer reviews, and the model was tested by a questionnaire survey of 515 family customers. The results of structural model analysis show that customer-perceived child delight and customer engagement in robot services have direct and indirect effects on customer happiness through the enhancement of family emotional bonding. Customer happiness positively affects customer citizenship behavior and mediates the relationship between family emotional bonding and customer citizenship behavior. The study provides guidance for using robotics to promote the happiness of customers and prosperity of restaurants.

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家庭-顾客幸福感及其对顾客公民行为的影响：机器人餐厅亲子消费研究

学术界对如何在技术驱动的服务环境中提升家庭消费者幸福感的研究十分有限。本研究基于价值共创理念和情感传染理论，聚焦亲子消费，建立了机器人餐厅中顾客与机器人互动体验、家庭情感纽带、顾客幸福感和公民行为之间关系的理论模型。通过对 374 条在线顾客评论的内容分析，对模型有了进一步的了解，并通过对 515 位家庭顾客的问卷调查对模型进行了检验。结构模型分析结果表明，顾客感知到的儿童愉悦和顾客对机器人服务的参与，通过增强家庭情感纽带对顾客幸福感产生了直接和间接的影响。顾客幸福感会对顾客公民行为产生积极影响，并在家庭情感纽带和顾客公民行为之间起到中介作用。这项研究为利用机器人技术促进顾客幸福和餐厅繁荣提供了指导。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Tourism Management Perspectives Multiple-

CiteScore

15.60

自引率

3.40%

发文量

审稿时长

59 days

期刊介绍： Tourism Management Perspectives is an interdisciplinary journal that focuses on the planning and management of travel and tourism. It covers topics such as tourist experiences, their consequences for communities, economies, and environments, the creation of image, the shaping of tourist experiences and perceptions, and the management of tourist organizations and destinations. The journal's editorial board consists of experienced international professionals and it shares the board with Tourism Management. The journal covers socio-cultural, technological, planning, and policy aspects of international, national, and regional tourism, as well as specific management studies. It encourages papers that introduce new research methods and critique existing ones in the context of tourism research. The journal publishes empirical research articles and high-quality review articles on important topics and emerging themes that enhance the theoretical and conceptual understanding of key areas within travel and tourism management.