不同场景的机器人服务如何影响消费者满意度--基于中国首家全自动化机器人服务酒店的评论挖掘

How do Robot Services in Different Scenarios Affect Consumer Satisfaction--Based on the Comment Mining of Chinas First Fully Automated Robot Service Hotel

近年来,基于AI技术的机器人在酒店业的应用日益增多,引起了学界的广泛关注。但已有的关于机器人服务如何影响消费者满意度的研究却呈现出矛盾的结论,且学界还未从不对称影响的角度深入探讨不同场景中的机器人服务与消费者满意度之间的关系。本文通过对中国首家全自动化的机器人服务酒店的2018—2022年的消费者评论数据进行挖掘,探究不同场景中的酒店机器人服务对消费者满意度的不对称影响。通过虚拟变量回归分析,本文识别出酒店的替代性服务场景中的机器人服务属于影响消费者满意度的基本因素,增强性服务场景中的机器人服务属于绩效因素,而创新性服务场景中的机器人服务则属于激励因素。此外,本文利用模糊集定性比较分析(fsQCA)揭示了不同场景中的机器人服务导致高(低)水平消费者满意度的组态配置,并进一步验证了虚拟变量回归分析的研究结果。本文结论丰富了机器人服务领域有关服务场景及服务满意度的研究文献,并为酒店业通过合理配置机器人服务提升消费者满意度提供了实践指导。

In recent years,the application of AI-based robot services in the hotel industry has been on the rise,attracting widespread attention However,existing research on how robot services affect consumer satisfaction has presented conflicting conclusions,and the academic community has not yet deeply explored the relationship between robot services in different scenarios and consumer satisfaction from the perspective of asymmetrical impacts This study mined consumer review data from China's first fully automated robot service hotel from 2018 to 2022,exploring the asymmetrical impact of hotel robot services on consumer satisfaction in different scenarios based on the three-factor theory and complexity theory Through dummy variable regression analysis,this paper identified that robot services in the hotel's alternative service scenarios are the basic factors for consumer satisfaction,those in the enhancement service scenarios are performance factors,while those in the innovative service scenarios are motivational factors Moreover,using fuzzy set qualitative comparative analysis(fsQCA),this study further revealed the configurations of robot services in different scenarios leading to high(low)levels of consumer satisfaction,further validating the research results of the dummy variable regression analysis The study's conclusions enrich the literature on service scenarios and service satisfaction in the field of robot services and provide practical guidance for the hotel industry to reasonably allocate robot services to enhance consumer satisfaction。