共同创造
业务
价值(数学)
样品(材料)
服务(商务)
顾客满意度
价值创造
营销
情感(语言学)
质量(理念)
服务质量
过程(计算)
计算机科学
产业组织
心理学
操作系统
机器学习
哲学
认识论
化学
沟通
色谱法
作者
Namrata Jain,Bingjie Liu-Lastres,Han Wen
标识
DOI:10.1080/15378020.2021.1991682
摘要
One recent application of technology In the foodservice industry involves robotic services in restaurants, mainly because it reduces labor costs and increases efficiencies. Driven by the value co-creation framework, the purpose of this study was to examine the impact of robot service on restaurant customer experiences and satisfaction. The sample includes a total of 1381 reviews posted from January 2015 to January 2020. This study used the software Leximancer to analyze the data and identified the following themes: Food, Robot, Quality, Ordering and Delivery Serivces. The findings further indicated that robotic services play an essential role in creating positive dining experiences and are more likely to lead to higher satisfaction levels. Based on the results, this study discussed how robotic services might contribute to customers’ value co-creating process and affect their evaluation of the dining experiences. This study, however, is delimited to English reviews and North American restaurants.
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