The Effects of AI Robot Service on Hotel Customer’s Service Experience Satisfaction and Repurchase Intention

Abstract

The application of robotic service is expanding in hospitality industry rapidly and hotel managers are wondering how robotic service can improve the service quality and customer experience evaluation. On the basis of the cognitive appraisal theory, this study aims to fill the gap and develop a conceptual framework to examine how the robotic service influence experience evaluation from the perspective of customers’ psycho-emotional level and subsequently identify the relationship between the robotic service and experiential quality, perceived value, overall satisfaction and repurchase intention of hotels. The finding identified performance expectancy, effort expectancy and subjective norm as the antecedents directly and positively impact on customers’ experience quality and indirectly affect the customers’ overall satisfaction, and the overall satisfaction positively impact on customers’ repurchase intention, which provides a reference for the research on impact of technology service in hospitality.