| The development of AI technology presents a leaping trend,which means that the technology is becoming more mature and the product market is a blue ocean.Now,more and more AI devices have been applied to the daily activities of human society.According to data,37% of enterprises and organizations adopted some form of AI equipment in 2019,and by the end of 2021,the proportion has nearly doubled,which shows that intelligence has become the direction of social development.In the service industry,in order to innovate customer service and improve customer experience,some enterprises have begun to use artificial intelligence devices to replace human attendants.For example,Hanna Hotel in Japan uses artificial intelligence service robots for front line and concierge services,and assists in check-in and check-out;Hilton Hotels Worldwide uses concierge robots to interact with customers and solve their personalized needs.However,in the academic circle,domestic scholars started the research on the cross-domain integration of AI and service industry relatively late,and the relevant literature is not much.Therefore,in order to supplement the existing research foundation,and also to explore the impact mechanism of AI service quality and its dimensions on customer satisfaction under the influence of relevant variables,this study takes the hotel industry as an example,introduces customer positive emotion as an intermediary variable,and takes technical readiness as a moderator variable,constructs the corresponding research model and conducts empirical analysis.The main contents of this study are as follows: First,on the basis of a large number of high-quality literature at home and abroad,the concepts of the independent variable hotel AI service quality,the dependent variable customer satisfaction,the intermediary variable positive emotion and the regulatory variable technical readiness as well as the research status are summarized,and the relationship between the variables is preliminarily analyzed;At the same time,on the basis of the traditional service quality evaluation model-SERVQUAL model and the electronic service quality division dimension,combined with the characteristics of hotel AI services,the service quality dimensions of hotel AI are divided,including four dimensions: ease of operation,interactivity,reliability and personalization.Secondly,according to the theme of this study,the corresponding research model is constructed and relevant research hypotheses are proposed.Then,the initial questionnaire is designed and pre-tested.Then,the problems in the questionnaire were revised and finalized accordingly.At the same time,a formal questionnaire was issued.A total of 357 valid questionnaires were collected,and the data were analyzed using the software SPSS26.0,and the analysis results were obtained.The empirical results show that hotel AI service quality and its dimensions have a significant positive impact on customer satisfaction;Hotel AI service quality and its dimensions have significant positive effects on customers’ positive emotions;Customer positive emotions can significantly and positively affect customer satisfaction;Positive emotion plays a significant role in mediating the influence of hotel AI service quality and its dimensions on customer satisfaction;The four dimensions of technical readiness have different regulatory effects.Among them,the two dimensions of optimism and innovation spirit have significant positive regulatory effects in the process of the impact of hotel AI service quality on customer satisfaction,while the two dimensions of discomfort and insecurity have negative regulatory effects.Finally,based on the empirical conclusions,this paper puts forward some management suggestions for AI equipment manufacturing enterprises and hotel enterprises for reference,hoping to help the further development of AI industry and hotel industry. |
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