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dc.contributor.advisorYang, Yang
dc.creatorHu, Xingbao (Simon)
dc.date.accessioned2020-08-25T20:07:35Z
dc.date.available2020-08-25T20:07:35Z
dc.date.issued2020
dc.identifier.urihttp://hdl.handle.net/20.500.12613/363
dc.description.abstractArtificial intelligence (AI) and robotics are revolutionizing the traditional paradigm of business operations and transforming consumers’ experiences by promoting human–robot interaction in tourism and hospitality. Nonetheless, research related to customers’ experiences with robot-related services in this industry remains scant. This study thus seeks to investigate hotel customers’ experiences with service robots and how robot-based experiences shape customers’ satisfaction with hotel stays. Specifically, three research questions are addressed: (a) What are hotel customers’ primary concerns about robots and robot-related services? (b) Do hotel customers’ experiences with robotic services shape guests’ overall satisfaction? (c) How do service robots’ attributes affect guests’ forgiveness of robots’ service failure? This dissertation consists of three chapters. Chapter 1 introduces the overall research background. Chapter 2 answers the first two research questions by combining text mining and regression analyses; Chapter 3 addresses the third question by introducing social cognition into this investigation and performing an experiment. Overall, sentiment analyses uncovered customers’ generally positive experiences with robot services. Machine learning via latent Dirichlet allocation modeling revealed three key topics underlying hotel guests’ robot-related reviews—robots’ room delivery services, entertainment and catering services, and front office services. Regression analyses demonstrated that hotel robots’ attributes (e.g., mechanical vs. AI-assistant robots) and robot reviews’ characteristics (e.g., sentiment scores) can influence customers’ overall satisfaction with hotels. Finally, the experimental study verified uncanny valley theory and the existence of social cognition related to service robots (i.e., warmth and competence) by pointing out the interactive effects of robots’ anthropomorphism in terms of their facial expressions, voices, and physical appearance. These findings collectively yield a set of theoretical implications for researchers along with practical implications for hotels and robot developers.
dc.format.extent165 pages
dc.language.isoeng
dc.publisherTemple University. Libraries
dc.relation.ispartofTheses and Dissertations
dc.rightsIN COPYRIGHT- This Rights Statement can be used for an Item that is in copyright. Using this statement implies that the organization making this Item available has determined that the Item is in copyright and either is the rights-holder, has obtained permission from the rights-holder(s) to make their Work(s) available, or makes the Item available under an exception or limitation to copyright (including Fair Use) that entitles it to make the Item available.
dc.rights.urihttp://rightsstatements.org/vocab/InC/1.0/
dc.subjectBusiness Administration
dc.subjectForgiveness
dc.subjectHotels
dc.subjectSentiment Analysis
dc.subjectService Failure
dc.subjectService Robots
dc.subjectTopic Modeling
dc.titleTWO ESSAYS ON SERVICE ROBOTS AND THEIR EFFECTS ON HOTEL CUSTOMER EXPERIENCE
dc.typeText
dc.type.genreThesis/Dissertation
dc.contributor.committeememberWu, Luorong (Laurie)
dc.contributor.committeememberOk, Chihyung (Michael)
dc.contributor.committeememberGong, Jing
dc.description.departmentTourism and Sport
dc.relation.doihttp://dx.doi.org/10.34944/dspace/347
dc.ada.noteFor Americans with Disabilities Act (ADA) accommodation, including help with reading this content, please contact scholarshare@temple.edu
dc.description.degreeD.B.A.
dc.identifier.proqst14242
dc.date.updated2020-08-18T19:07:02Z
dc.embargo.lift08/18/2022
dc.identifier.filenameHu_temple_0225E_14242.pdf


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