Service Robots
What is the primary role of service robots in hospitality?
To assist in customer service tasks like order-taking and food delivery.
What does "customer repatronage" mean?
The likelihood of a customer returning to the restaurant or service provider.
What does "FLE" stand for?
Frontline Employee
How many participants were involved in the field study?
108 customers.
What is the difference between a service robot’s hedonic and utilitarian value?
Hedonic value refers to the enjoyment or entertainment the robot provides, while utilitarian value refers to its efficiency and accuracy in performing tasks.
Which value—hedonic or utilitarian—is more important for customer repatronage?
Utilitarian value (accuracy and efficiency) is more important for customers' decision to return.
How can a service robot augment an FLE’s role?
By assisting with repetitive tasks, allowing FLEs to focus on personalized customer interactions.
What research method was used to analyze customer perceptions in Study 2?
Scenario-based experiment with an online survey.
What does anthropomorphism mean in the context of service robots?
It refers to the extent to which a robot is perceived as human-like in appearance and behavior.
How can frontline employees compensate for a low-performing service robot?
By providing high-quality human interaction, such as being helpful and attentive, to make up for the robot’s mistakes.
When does a service robot act as a substitute for an FLE?
When it fully takes over customer service tasks, such as order-taking and delivery, without human assistance.
What were the key findings about utilitarian vs. hedonic value?
Utilitarian value (accuracy) is a stronger driver of repatronage than hedonic value (entertainment).
How does the uncanny valley effect impact customer perception of service robots?
When robots appear almost, but not entirely, human-like, they can create discomfort or eeriness, reducing customer acceptance.
How does social presence influence customer satisfaction with service robots?
A robot with high social presence (engaging interaction, responsiveness) improves customer satisfaction by making the experience feel more personal.
How did the study measure the quality of FLE interaction?
Through customer survey responses evaluating employee helpfulness, attentiveness, and friendliness.
What is the main managerial implication of the study for restaurant owners?
Service robots should be used to assist (augment) human employees rather than fully replacing them.