Author(s)

Zhouyi Chen ¹, Yafang Bao ¹

Affiliation(s)

¹ College of Landscape Architecture, Zhejiang Agricultural & Forest University, Hangzhou, China

Corresponding Author

Yafang Bao

ABSTRACT

This study aims to reveal the key dimensions of customer experience of hotel robot service in China through the lens of Experience Economy Model. Qualitative research was conducted by analyzing 10,024 customer reviews from four typical hotels in Hangzhou. The study extended the traditional dimensions of "entertainment," "escapism," "esthetics," and "education" in the Experience Economy Model to include the dimensions of "facilities," "emotions," and "efficiency." The study not only provides a more complete and systematic description of customer experience of hotel robot service but also has important empirical significance for the application of Experience Economy Model.

KEYWORDS

Hotel robot service, China, customer experience, Experience Economy Model, Hangzhou

CITE THIS PAPER

Zhouyi Chen, Yafang Bao, Research on Customer Experience of Hotel Robot Service in Hangzhou through the Lens of Experience Economy Model. Tourism Management and Technology Economy (2023) Vol. 6: 72-80. DOI: http://dx.doi.org/10.23977/tmte.2023.060309.

REFERENCES

[1] Zhang Hongmei, Liang Changyong, Xu Jian. Innovation of the smart tourism cloud service system under the background of "tourism + internet". Tourism Tribune. 2016; 31(6):12–5. 
[2] Tan Jun. Policy of robot industry and high-quality development of enterprises[D/OL]. Wuhan University, 2021. 
[3] Wang Chengrong, Wang Chunjian. Reflections on the construction of a smart community commercial service system in the "post-Covid-19 era". Commercial Economic Research. 2020; (12):5–9. 
[4] International Federation of Robotics. International Federation of Robotics [Internet]. IFR International Federation of Robotics. [cited 2023 May 12]. Available from: https://ifr.org
[5] Shin HH, Jeong M. Guests’ perceptions of robot concierge and their adoption intentions. IJCHM. 2020 Jul 10; 32(8):2613–33. 
[6] Fuentes-Moraleda L, Díaz-Pérez P, Orea-Giner A, Muñoz- Mazón A, Villacé-Molinero T. Interaction between hotel service robots and humans: A hotel-specific Service Robot Acceptance Model (sRAM). Tourism Management Perspectives. 2020 Oct; 36:100751. 
[7] Lee Y, Lee S, Kim DY. Exploring hotel guests’ perceptions of using robot assistants. Tourism Management Perspectives. 2021 Jan; 37:100781. 
[8] Yu Xinxin. Customer attitude and willingness to reuse of hotel service robot [D/OL]. Dongbei University of Finance and Economics, 2019.
[9] Sun Lei. Influence factors of hotel service robot on customer satisfaction based on analytic hierarchy process. Journal of Wuhan Polytechnic College. 2022; 21(3):60–5. 
[10] Pine BJ II, Gilmore HJ. Welcome to the Experience Economy. Harvard Business Review. 1998; 97–105. 
[11] Quadri-Felitti D, Fiore AM. Experience economy constructs as a framework for understanding wine tourism. Journal of Vacation Marketing. 2012 Jan; 18(1):3–15. 
[12] Liu Caixia, Li Daosheng. Research on the development of wine tourism industry from the perspective of consumer experience: taking Ningxia Hui Autonomous Region as an example. Journal of Jilin Education Institute. 2022; 38(6):162–5. 
[13] Bao Y, Ma E, La L, Xu F, Huang L. Examining the Airbnb accommodation experience in Hangzhou through the lens of the Experience Economy Model. Journal of Vacation Marketing. 2022 Jan; 28(1):95–116.

Sponsors, Associates, and Links

---

• Information Systems and Economics
  
  
• Accounting, Auditing and Finance
  
  
• Industrial Engineering and Innovation Management
  
  
• Journal of Computational and Financial Econometrics
  
  
• Financial Engineering and Risk Management
  
  
• Accounting and Corporate Management
  
  
• Social Security and Administration Management
  
  
• Population, Resources & Environmental Economics
  
  
• Statistics & Quantitative Economics
  
  
• Agricultural & Forestry Economics and Management
  
  
• Social Medicine and Health Management
  
  
• Land Resource Management
  
  
• Information, Library and Archival Science
  
  
• Journal of Human Resource Development
  
  
• Manufacturing and Service Operations Management
  
  
• Operational Research and Cybernetics