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The Impact Of Hotel Service Robot Appearance And Service Attributes On Customer Experience, Chuhan Thomsen

Theses and Dissertations

In the past decade, an increasing discussion has taken place regarding the employment of hotel service robots. One critical issue is the impact service robots exhibit on customer experience. However, most of the existing studies focus on service robots’ technical functions or customer’s adoption behavior instead of customers’ psychological or attitudinal reactions toward the robot. Meanwhile, the emergence of humanoid robots has raised great attention from both researchers and industry practitioners. Humanlike features (e.g. facial expressions, emotions, and motions) inherently affect customer experience in a hotel environment. Nevertheless, limited literature exists in incorporating service robots’ anthropomorphism and service attributes into …