PDF(Pubmed)
Abstract：
The application of robots in service industry is increasing. Compared with related studies in other countries, the research on users\' acceptance of mid-range and high-range hotel service robots in China is preliminary. Based on the interaction between Chinese consumers and hotel service robots, this study explored the factors that influence consumers\' willingness to accept robots in human-robot interaction. According to the service robot integration willingness scale (performance efficacy, intrinsic motivation, anthropomorphism, social influence, facilitating conditions, and emotion), this study conducted content analysis and sentiment analysis on 4,107 online reviews from 68 mid-range and high-range hotels in Qunar. The results showed that users\' overall evaluation of robot service in mid-range and high-range hotels is positive. The most frequently mentioned dimension by users is performance efficacy, followed by intrinsic motivation, anthropomorphism, and emotion, finally, the facilitating conditions, the five dimensions have positive impact on users\' evaluation of service robots; the influence of social influence on human-robot interaction evaluation has not been found. This study supplements the research on service robot and provides a reference for hotel managers to make decisions.
摘要：
机器人在服务业的应用越来越多。与其他国家的相关研究相比，对中国中高档酒店服务机器人的用户接受度进行了初步研究。基于中国消费者与酒店服务机器人的互动,这项研究探讨了影响消费者在人机交互中接受机器人意愿的因素。根据服务机器人集成意愿量表(性能效能，内在动机，拟人化,社会影响力,便利条件,和情感)，本研究对去哪儿网68家中高档酒店的4107条在线评论进行了内容分析和情感分析。结果表明，用户对中高档酒店机器人服务的总体评价是积极的。用户最常提到的维度是性能效率，其次是内在动机，拟人化,和情感，最后,便利条件,这五个维度对服务机器人的用户评价有正向影响；没有发现社会影响对人机交互评价的影响。本研究补充了关于服务机器人的研究,为酒店管理者进行决策提供参考。
