Show simple item record

dc.contributor.authorSong, Hanqun
dc.contributor.authorWang, Y-C.
dc.contributor.authorYang, H.
dc.contributor.authorMa, E.
dc.date.accessioned2022-08-26T20:59:26Z
dc.date.accessioned2022-09-13T09:37:24Z
dc.date.available2022-08-26T20:59:26Z
dc.date.available2022-09-13T09:37:24Z
dc.date.issued2022-09
dc.identifier.citationSong H, Wang Y-C, Yang H et al (2022) Robotic employees vs. human employees: Customers’ perceived authenticity at casual dining restaurants. International Journal of Hospitality Management. 106: 103301.en_US
dc.identifier.urihttp://hdl.handle.net/10454/19127
dc.descriptionYesen_US
dc.description.abstractCost-saving and sanitation considerations and the challenge of labor shortages have catalyzed the application of service robots in restaurants. Although service robots can perform multiple roles and functions, more research attention is needed in hospitality contexts on how different combinations of using robots and humans at different product/service layers may influence customers’ experiences and behavioral intentions. Building on the literature of product level theory and authenticity, this study empirically investigated this issue with data collected from 364 customers in China. The results show that the use of robots in core and facilitating product levels is less effective in improving consumers’ perceived service and brand authenticity. Consumers’ perceived service authenticity positively influences their brand authenticity and repurchase intention. Consumers’ perceived brand authenticity only positively affects their repurchase intention. Both theoretical and managerial implications are discussed in this paper.en_US
dc.language.isoenen_US
dc.rights© 2022 Elsevier Ltd. All rights reserved. Reproduced in accordance with the publisher's self-archiving policy. This manuscript version is made available under the CC-BY-NC-ND 4.0 license.en_US
dc.subjectRoboten_US
dc.subjectProduct level theoryen_US
dc.subjectAuthenticityen_US
dc.subjectService robotsen_US
dc.subjectRepurchase intentionen_US
dc.subjectRestauranten_US
dc.subjectResearch Development Fund Publication Prize Award
dc.titleRobotic employees vs. human employees: Customers’ perceived authenticity at casual dining restaurantsen_US
dc.status.refereedYesen_US
dc.date.Accepted2022-07-29
dc.date.application2022-08-05
dc.typeArticleen_US
dc.type.versionAccepted manuscripten_US
dc.description.publicnotesResearch Development Fund Publication Prize Award winner, July 2022
dc.identifier.doihttps://doi.org/10.1016/j.ijhm.2022.103301
dc.rights.licenseCC-BY-NC-NDen_US
dc.date.updated2022-08-26T20:59:28Z
refterms.dateFOA2022-09-13T09:37:57Z
dc.openaccess.statusopenAccessen_US


Item file(s)

Thumbnail
Name:
Song_et_al_IJHM.pdf
Size:
386.2Kb
Format:
PDF
Thumbnail
Name:
ManuscriptIJHM.docx
Size:
287.7Kb
Format:
Microsoft Word 2007
Description:
To keep suppressed

This item appears in the following Collection(s)

Show simple item record