| Author: | Wang, Peihao |
| Title: | The joint effect of service recovery outcome and service robot anthropomorphism on customer value co-creation, satisfaction and behavioral intention |
| Advisors: | Gao, Lisa (SHTM) |
| Degree: | M.Sc. |
| Year: | 2021 |
| Subject: | Robotics -- Human factors Human-robot interaction Consumer satisfaction Customer services Hong Kong Polytechnic University -- Dissertations |
| Department: | School of Hotel and Tourism Management |
| Pages: | 1 volume (unpaged) : color illustrations |
| Language: | English |
| Abstract: | Service robots inevitably make mistakes during service encounters. This research investigates how co-created values (economic, relational, enjoyment) influence customers satisfaction and behavioral intention toward successful/failed service recovery conducted by humanoid/machine-like service robots. The study shows that during failed service recovery, customers are more satisfied and exhibit more positive behavioral intention, because of higher perceived values, when served by humanoid (vs. machine-like) service robots. However, the study reveals that during successful service recovery, customers perceive acquiring similar amount of values, the satisfaction and behavioral intention thereby do not exhibit significant difference. This research contributes to the literature on robot anthropomorphism, value co-creation, and technology-infused service encounters. Moreover, this research provides practical advices for service providers in regard to service robot adoption in service recovery. |
| Rights: | All rights reserved |
| Access: | restricted access |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| 6911.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 610.28 kB | Adobe PDF | View/Open |
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