The Exploration And Empirical Research On The Influence Factors Of The Intelligent Robot Services’ Quality Of Experience

At present,the commercialization of intelligent robots has been providing people with more and more intelligent services,such as the rapid spread of unmanned delivery services during the COVID-19 pandemic.Enterprises hope that this new service interaction model can bring consumers good service experience,because the quality of customer experience determines the success of service.Therefore,the exploration of the factors influencing intelligent robot services’ quality of experience will be conducive to improving the human-computer interaction mode,which enables artificial intelligence technology to better serve consumers and creates greater value for enterprises.Based on Cognitive Appraisal Theory,this thesis discusses two mechanisms that affect intelligent robot services’ quality of experience: simply direct effects and complex double effects driven by motivation.In addition,given the“personality charm” displayed by anthropomorphic behavior of service robots,we explore the boundary effect of intelligent robot services’ quality of experience from the psychological perspective of customers.In order to verify the theoretical model proposed in this thesis,we obtained 414 valid questionnaires through questionnaire survey in the context of restaurants’ unmanned delivery service.The results of data analysis show that our research model has good theoretical contribution and practical value.We not only prove that service quality and social interaction of unmanned delivery robots directly promote the quality of consumer experience,but also testify that customer engagement plays a partial intermediary role in the evaluation mechanism of quality of experience.At the same time,we believe that warmth could enhance the positive impact of service quality and social interaction on customer engagement.However,warmth inhibits the positive effect of customer engagement on quality of experience,which presents a kind of substitution effect.To sum up,our study provides a conceptual framework to evaluate the quality of experience of intelligent robot services and the findings can serve as a theoretical basis for other related researches and provide necessary enlightenment for the design and development of intelligent robot services.