Examining the effects of robotic service on brand experience: the moderating role of hotel segment

ABSTRACT

This research investigates the effects of robotic service on guest evaluations of hotel brand experience, and examines the moderating effects of hotel segment via a 2 (service delivery video: human or robot) x 3 (hotel segment: budget, midscale, or luxury) between-subjects experimental design. The findings suggest higher levels of sensory and intellectual experience from robotic service but lower levels of affective experience. For behavioral experience, robotic service influenced a higher rating for midscale and budget hotels, but not for a luxury hotel. Overall, robotic service may not necessarily enhance brand experience as influenced by the moderating role of hotel segment.

KEYWORDS:

• Brand experience
• service robots
• customer service
• hotel segment
• customer experience

Disclosure statement

No potential conflict of interest was reported by the authors.