机器人服务遭遇意外放纵

IF 10.4 1区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM
Sungwoo Choi , Lisa C. Wan , Anna S. Mattila
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引用次数: 0

摘要

随着越来越多的公司在一线服务岗位上使用服务机器人,酒店和旅游业正逐步实现机器人服务。然而,我们对机器人服务接触的无意影响仍然缺乏了解。在三项实地和在线实验研究中,我们发现机器人服务会无意中促使人们做出放纵的选择,因为与机器人互动会产生一种排斥性体验和情景归属需求。当服务机器人与人类相似,并且是在集体消费的背景下时,这些影响就会减弱。这项研究为服务机器人和溺爱文献做出了贡献。我们的研究结果表明,鉴于消费者对健康生活方式的兴趣与日俱增,管理者应谨慎地在前线部署服务机器人。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Unintended indulgence in robotic service encounters

The hospitality and tourism industry is moving closer to implementing robotic service encounters as more companies use service robots in frontline service positions. However, we still lack knowledge of the unintentional effects of robotic service encounters. In three field and online experimental studies, we found that robotic service encounters unintentionally drive people to make indulgent choices because interacting with robots generates an exclusionary experience and a situational need to belong. These effects were muted when the service robot was humanlike and in the context of group consumption. This research contributes to the service robot and indulgence literature. Our findings suggest that managers should cautiously deploy service robots at their frontline, given consumers' growing interest in a healthy lifestyle.

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来源期刊
CiteScore
19.10
自引率
9.10%
发文量
135
审稿时长
42 days
期刊介绍: The Annals of Tourism Research is a scholarly journal that focuses on academic perspectives related to tourism. The journal defines tourism as a global economic activity that involves travel behavior, management and marketing activities of service industries catering to consumer demand, the effects of tourism on communities, and policy and governance at local, national, and international levels. While the journal aims to strike a balance between theory and application, its primary focus is on developing theoretical constructs that bridge the gap between business and the social and behavioral sciences. The disciplinary areas covered in the journal include, but are not limited to, service industries management, marketing science, consumer marketing, decision-making and behavior, business ethics, economics and forecasting, environment, geography and development, education and knowledge development, political science and administration, consumer-focused psychology, and anthropology and sociology.
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