<p>Service robots are gradually being deployed in the service industry, especially in the hospitality. Whether and how the deployment of advanced technologies for service robots affects the customer experience in human-robot interaction deserves academic attention. This study aims to explore the effect of service attributes of robots on customer satisfaction from an asymmetric perspective based on the three-factor theory of satisfaction and consumption value theory. To this end, topic modeling is first used to extract service attributes of robots from user-generated online reviews. Then, an improved analytical framework including attribute level sentiment analysis, penalty reward contrast analysis and asymmetric impact sentiment performance analysis is developed to validate and analyze asymmetric effects. The findings suggest that based on controlling the traditional hotel attributes, the relationship between the eight service attributes of robots and customer satisfaction is mixed, including symmetric effects, positively and negatively asymmetric effects. This study provides theoretical and practical contributions to the improvement of service attributes and robotics literatures.</p>