An Experimental Study On The Impacts Of Hotel Service Robot Anthropomorphism On Customer Response

With the progress of science and technology and the promotion of national policies,the robot industry in China and even the world is increasingly widely used in different industries.Among them,the application trend and quantity in the service industry are gradually increasing,especially in the hotel,catering and other service industries,their role is becoming increasingly prominent,and people’s life has been greatly facilitated.Customer is the ultimate consumer of tourism service,and it is the reason for the existence of tourism service industry.Whether customers buy and how to buy the products and services of tourism enterprises determines the survival of enterprises,and the customer response to the consumption of products and services directly determines the trend of customers’ consumption behavior.Therefore,the important goal of tourism enterprises is to provide customers with higher quality tourism experience,in so as to achieve positive customer response.The tourism service robot can provide customers with more personalized and convenient services,which has been used by many enterprises to expect the service robot to make customers get a better experience.In the field of practice,the trend of service robot personification is more and more obvious,but the higher the degree of personification is,the more positive the response is obtained.However,in the research field,the exploration of the mechanism of service robot personification degree to customer response is still not perfect.This paper adopts the experimental research method to study the influence mechanism of service robot personification degree on customer response by designing experiments and compiling effective questionnaires,hoping to help enterprises to use service robots to provide services for customers more appropriately,and determine the direction of the development of service robot anthropomorphic technology.In this study,we investigated the number of 807 valid questionnaires.Based on this,this study analyzes and verifies the influence of tourism service robot personification on customer response,and discusses the mediation and regulatory role of customer psychological perception and sense of power in the relationship between tourism service robot personification and customer response.Through the study,the following conclusions are drawn: anthropomorphic robot of hotel service robot has a significant impact on customer response,and anthropomorphic positively affects customer response.At the same time,the hotel service robot personification has a significant impact on customer psychological perception,customer psychological perception in the hotel service robot anthropomorphic intermediary role affect the customer response,the ability perception,warm perception positive influence customer response,customer’s privacy attention in hotel service robot personification intermediary influence on the customer response,negative influence customer response.Customers ’sense of power regulates the influence of anthropomorphic humanization on customer response,and also regulates the intermediary influence of customers’ psychological perception on customer response.The conclusion of this study enriches and improves the theory of service robot anthropomorphic and customer response research,and provides certain guidance and countermeasures for the service industry,especially the hotel service industry,to better adapt to the market according to the needs of consumers and improve their own competitiveness.