报告题目：Customer Delight in AI Robotic Service and Antecedents: An Empirical Study on Hotel Service

主讲人：陈致玮教授（哥本哈根4008云顶集团）

时间：2023年5月31日14：00-16：00

地点：4008云顶集团大楼318

主办单位：4008云顶集团人文社会科学处、4008云顶集团(中国)有限公司管理科学与工程系

 

报告人简介：

Chee-Wee Tan is a Professor at the Department of Digitalization in Copenhagen Business School (CBS), an Honorary Professor of Business Analytics and Digitalization at the Nottingham University Business School China in the University of Nottingham Ningbo China (UNNC), an Adjunct Professor at the School of Business in Monash University, a Distinguished Research Scholar at the Faculty of Business in Lingnan University (LNU), a Guest Professor at the School of Management in the University of Science and Technology of China (USTC), and a Visiting Professorial Fellow at the School of Information Systems and Technology Management in University of New South Wales (UNSW). He received his Ph.D. in Management Information Systems from the University of British Columbia. His research interests focus on design and innovation issues related to digital services. His work has been published in leading peer-reviewed journals such as MIS Quarterly (MISQ), Journal of Operations Management (JOM), Information Systems Research (ISR), Journal of Management Information Systems (JMIS), Journal of the Association for Information Systems (JAIS), European Journal of Information Systems (EJIS), and Decision Support Systems (DSS), among others. Apart from his current appointment as a Senior Editor for MISQ, Chee-Wee has served or is currently serving on the editorial boards for ACM Distributed Ledger Technologies: Research and Practice (DLT), DSS, EJIS, Industrial Management & Data Systems (IMDS), IEEE Transactions on Engineering Management (IEEE-TEM), Information & Management (I&M), Information Systems Journal (ISJ), Internet Research (IntR), Journal for the Association of Information Systems (JAIS), Journal of Computer Information Systems (JCIS), Journal of Management Analytics (JMA), and JMIS. Finally, Chee-Wee is the co-director of the joint research center between CBS and the Antai College of Economics and Management (ACEM) in Shanghai Jiao Tong University (SJTU) as well as the Vice President of Publications for the Association for Information Systems (AIS).

 

报告摘要: 

While service robots are expected to replace humans in offering customer services, there is a paucity of knowledge on customer responses to such a replacement as well as the factors determining the responses. This study introduced customer delight as an important customer response to robotic service in addition to customer satisfaction. Through studying consumer reviews of the hotels deploying robotic service, we found that, compared to the customers who did not use robotic services, customers who used them expressed more delight in their reviews and were more likely to re-patronage the service brand. Through an analysis of customer reviews of the hotels deploying robotic service in comparison with those hotels not deploying the service, we demonstrated that hotels deploying service robots achieve significantly better business performance than hotels not deploying the service. By incorporating both textual analysis and the fsQCA method, we found that consumers’ positive evaluations of the utilitarian property (such as convenience) of robotic services lead to customer satisfaction, while positive evaluations of the hedonic property (such as playfulness) lead to customer delight. Evaluations of the robots’ anthropomorphic property (such as cuteness) lead to both customer satisfaction and delight.