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<p>As artificial intelligence technology advances, service robots are becoming increasingly appealing in the hospitality business. However, the effectiveness of service robots in various hotel service types has not been empirically tested. Based on the task technology fit theory, the paper adopts a methodological design combining data mining (7,428 Ctrip reviews) with three situational experiments to investigate the main hypotheses. The findings indicate that hotel functional service provided by service robots (vs. human staff) can better improve customer satisfaction; hotel emotional service provided by human staff (vs. service robots) can better improve customer satisfaction. Perceived functional (emotional) value mediates the influence of hotel functional (emotional) service and service robot (human staff) matching relationship on customer satisfaction. Psychological load moderates the main and mediating influences. When customers are under high (vs. low) psychological load, functional (emotional) service provided by service robots (human staff) results in higher perceived functional (emotional) value and thus higher customer satisfaction.</p>

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When are Service Robots effective? The Influence of the Matching Relationship Between Hotel Service Type and Service Provider on Customer Satisfaction

  • 期刊论文

  • 发表日期：

    2026年2月24日

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  • Ke-Xi Liu,
  • Xue-Ying Wang,
  • Hao-Yu Wu

摘要

As artificial intelligence technology advances, service robots are becoming increasingly appealing in the hospitality business. However, the effectiveness of service robots in various hotel service types has not been empirically tested. Based on the task technology fit theory, the paper adopts a methodological design combining data mining (7,428 Ctrip reviews) with three situational experiments to investigate the main hypotheses. The findings indicate that hotel functional service provided by service robots (vs. human staff) can better improve customer satisfaction; hotel emotional service provided by human staff (vs. service robots) can better improve customer satisfaction. Perceived functional (emotional) value mediates the influence of hotel functional (emotional) service and service robot (human staff) matching relationship on customer satisfaction. Psychological load moderates the main and mediating influences. When customers are under high (vs. low) psychological load, functional (emotional) service provided by service robots (human staff) results in higher perceived functional (emotional) value and thus higher customer satisfaction.