TY - JOUR
T1 - Exploring the attractiveness of service robots in the hospitality industry
T2 - analysis of online reviews
AU - Park, Hyunsun
AU - Jiang, Shan
AU - Lee, One Ki Daniel
AU - Chang, Younghoon
N1 - Funding Information:
This work was supported by Foreign High-Talent Subsidy Program—Beijing Municipal Government (Grant No: J202114) and the National Natural Science Foundation of China (Grant No: 72172013, 72110107003).
Publisher Copyright:
© 2021, The Author(s), under exclusive licence to Springer Science+Business Media, LLC, part of Springer Nature.
PY - 2021
Y1 - 2021
N2 - As the hospitality industry has begun adopting service robots to replace frontline human services, service robots’ attractiveness becomes a salient factor in their design and implementation. However, it is unclear what consist of service robots’ attractiveness and how they affect customer responses. This study examines the effects of multiple dimensions of service robots’ attractiveness on customers’ emotions using a text mining approach. For the data analysis, we collected 50,629 online reviews on 59 hotels and restaurants using service robots from the largest social commerce platform in China. Using the Linguistic Inquiry and Word Count (LIWC) method, we analyzed 7570 online reviews that are directly related to service robots. With the LIWC outcomes, the relationships between the attractiveness dimensions and customer emotions were investigated. Based on our findings, finally, we provide propositions for understanding the attractiveness of service robots. The theoretical and practical implications of the findings are discussed.
AB - As the hospitality industry has begun adopting service robots to replace frontline human services, service robots’ attractiveness becomes a salient factor in their design and implementation. However, it is unclear what consist of service robots’ attractiveness and how they affect customer responses. This study examines the effects of multiple dimensions of service robots’ attractiveness on customers’ emotions using a text mining approach. For the data analysis, we collected 50,629 online reviews on 59 hotels and restaurants using service robots from the largest social commerce platform in China. Using the Linguistic Inquiry and Word Count (LIWC) method, we analyzed 7570 online reviews that are directly related to service robots. With the LIWC outcomes, the relationships between the attractiveness dimensions and customer emotions were investigated. Based on our findings, finally, we provide propositions for understanding the attractiveness of service robots. The theoretical and practical implications of the findings are discussed.
KW - Artificial intelligence
KW - Attractiveness
KW - Content analysis
KW - Emotion
KW - Hospitality services
KW - HRI (Human robot interaction)
KW - Service robots
UR - http://www.scopus.com/inward/record.url?scp=85116835341&partnerID=8YFLogxK
U2 - 10.1007/s10796-021-10207-8
DO - 10.1007/s10796-021-10207-8
M3 - Article
AN - SCOPUS:85116835341
SN - 1387-3326
VL - 26
SP - 41
EP - 61
JO - Information Systems Frontiers
JF - Information Systems Frontiers
IS - 1
ER -