Executive Summary
This report examines the influence of customer novelty on enjoyment and satisfaction in the context of serving robots within the foodservice industry. With a focus on addressing concerns surrounding service quality, the study utilizes the SERVQUAL model to evaluate reliability, assurance, tangibles, empathy, and responsiveness. Moreover, it investigates the levels of enjoyment and satisfaction in robotic service interactions. Through a comparative analysis of two distinct consumer segments, Explorers and Traditionalists, the study reveals that Explorers, characterized by novelty-seeking behavior, express higher satisfaction with robotic service. The findings suggest that businesses can enhance satisfaction by leveraging novelty in human-robot interactions. Furthermore, the study sheds light on the dynamics of human-robot interactions in hospitality, offering valuable insights for businesses aiming to optimize their use of serving robots. By understanding and capitalizing on evolving consumer preferences, businesses can effectively adapt their strategies to meet the changing demands of the market.
Recommended Citation
Yasar, Buket; Choi, Eun-Kyong (Cindy); Joung, Hyun-Woo (David); and Park, Heelye (Jason)
(2024)
"Service Quality Dynamics: Exploring the Impact of Novelty on Customer Enjoyment and Satisfaction with Serving Robots,"
ICHRIE Research Reports: Vol. 9:
Iss.
4, Article 2.
DOI: www.doi.org/10.61701/528389.490
Available at:
https://via.library.depaul.edu/ichrie_rr/vol9/iss4/2
Included in
Hospitality Administration and Management Commons, Social and Behavioral Sciences Commons
