#5397. Customer-robot interactions: Understanding customer experience with service robot

September 2026publication date
Proposal available till 13-06-2025
4 total number of authors per manuscript0 $

The title of the journal is available only for the authors who have already paid for
Journal’s subject area:
Tourism, Leisure and Hospitality Management;
Strategy and Management;
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More details about the manuscript: Science Citation Index Expanded or/and Social Sciences Citation Index
Abstract:
Technology developments relating to automation, artificial intelligence, and robots have transformed the landscape of service industries, including hospitality and tourism. Through a qualitative content analysis of online review data, this study seeks a comprehensive and grounded understanding of customer experience with service robots in hospitality and tourism settings. The analysis identified four categories of customer experience: (1) sensory experience (verbal language, physical appearance, kinesics, and paralanguage), (2) cognitive experience (utility, cuteness, autonomy, coolness, interactivity, and courtesy), (3) affective experience (enjoyment, novelty, negative emotion, and satisfaction), and (4) conative experience (approach/resistance).
Keywords:
Acceptance; Artificial intelligence; Cognitive-affective-conative model; Customer experience; Satisfaction; Service robot

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