The impacts of employee–robot hybrid teams on customers’ value cocreation and codestruction behaviors

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2025-05-15 DOI:10.1016/j.ijhm.2025.104264

Minglong Li , Xiaoyang Sun , Hailian Qiu , Mengyang Zhao

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引用次数: 0

Abstract

Artificial intelligence technology has revolutionized the mode in which hospitality services are provided, and employeerobot hybrid teams are frequently arranged. Although previous studies have discussed the effect of customers’ interactions with employees/robots on their experience/behavior, few researchers have explored customers’ cocreation and codestruction behaviors simultaneously against the backdrop of employeerobot hybrid teams. Therefore, this study investigates this crucial topic from the perspective of service-dominant logic. Three experimental studies were conducted to test the hypotheses proposed in this research. This research reveals that three employeerobot hybrid team modes (robotdominated vs. employeedominated vs. employeerobot collaboration) significantly influence customers’ value cocreation and/or value codestruction behaviors. This influence is mediated by customers’ perceived novelty and trust. In addition, customer motivation (hedonic vs. utilitarian) plays a moderating role in this influence. This study contributes to research on employee–robot hybrid team management and improves our understanding of customers’ cocreation and codestruction behaviors in the digital era.

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员工-机器人混合团队对客户价值共同创造与共同破坏行为的影响

人工智能技术彻底改变了酒店服务的提供模式，经常安排员工和机器人混合团队。虽然之前的研究已经讨论了客户与员工/机器人的互动对其体验/行为的影响，但很少有研究者在员工-机器人混合团队的背景下同时探讨客户的共同创造和共同破坏行为。因此，本研究从服务主导逻辑的角度来探讨这一重要课题。通过三个实验研究来验证本研究提出的假设。本研究发现，三种雇员-机器人混合团队模式（机器人主导、雇员主导、雇员-机器人协作）显著影响客户的价值共同创造和/或价值共同破坏行为。这种影响是由顾客的新奇感和信任感所中介的。此外，顾客动机（享乐主义与功利主义）在这种影响中起着调节作用。本研究有助于研究员工-机器人混合团队管理，提高我们对数字时代客户共同创造和共同破坏行为的理解。

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

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.