호텔 이용객의 서비스로봇 경험, 고객반응 및 재이용의도의 영향관계
The Effect of Hotel Customers’ Service Robot Experience, Customer Response, and Reuse Intention
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This study analyzed the relationship between hotel Customers’ service robot experience, customer response, and reuse intention. First, the results of analyzing the impact of service robot experience on customer response are as follows. The functional benefits, interest, privacy, and novelty value of service robot experiences were all found to have a positive effect on emotional customer responses. The functional benefits, privacy protection, and novelty value factors of service robot experiences were analyzed to have a positive effect on cognitive customer responses. On the other hand, in the case of cognitive customer response, it was analyzed that interest among the factors of service robot experience did not have a significant effect.
Abstract
This study analyzed the relationship between hotel Customers’ service robot experience, customer response, and reuse intention. First, the results of analyzing the impact of service robot experience on customer response are as follows. The functional benefits, interest, privacy, and novelty value of service robot experiences were all found to have a positive effect on emotional customer responses. The functional benefits, privacy protection, and novelty value factors of service robot experiences were analyzed to have a positive effect on cognitive customer responses. On the other hand, in the case of cognitive customer response, it was analyzed that interest among the factors of service robot experience did not have a significant effect.