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Authors
Advisor(s)
Abstract(s)
Com o desenvolvimento contínuos da inteligência artificial e da robótica, os robôs de serviço entraram no domínio da indústria da restauração, e a tecnologia está a influenciar grandemente a indústria dos serviços como um fator totalmente novo. Este estudo centra-se em quatro factores-chave: antropomorfismo do robô, interacções personalizadas com robôs, valor funcional, e valor hedónico, e a forma como estes afectam a experiência e a satisfação do cliente.
O estudo utiliza uma metodologia quantitativa através de um questionário online, tendo-se obtido 454 respostas válidas, utilizando a técnica de amostragem por conveniência.
As descobertas demonstram que antropomorfismo do robô, interacções personalizadas com robôs, valor funcional, e valor hedónico têm um impacto positivo e significativo na experiência e na satisfação do cliente. Além disso, este estudo realça as experiências positivas dos clientes proporcionadas pelos robôs de serviço são factores determinantes para a satisfação dos clientes.
Este estudo fornece apoio teórico para a compreensão dos mecanismos do papel dos robôs de serviço na experiência e satisfação do cliente e fornece insights importantes para os gestores de empresas aquando da conceção e aplicação de robôs de serviço.
With the continuous iteration and development of artificial intelligence and robotics, service robôs have entered the the catering industry, and technology is greatly influencing the service industry as an entirely new factor. This study focuses on four key factors: robot anthropomorphism, personalized robot interactions, functional value, and hedonic value, and how they affect customer experience and satisfaction. The study adopted a quantitative approach through an online questionnaire, and 454 valid responses were obtained, using the convenience sampling technique. The results show that robot anthropomorphism, personalized interactions with robôs, functional value, and hedonic value have a positive and significant impact on customer experience and satisfaction. In addition, this study emphasizes that positive customer experiences provided by service robôs are key determinants of customer satisfaction. This study provides theoretical support for understanding the mechanisms of the role of service robôs in customer experience and satisfaction and provides important insights for business managers in service design and application of robôs.
With the continuous iteration and development of artificial intelligence and robotics, service robôs have entered the the catering industry, and technology is greatly influencing the service industry as an entirely new factor. This study focuses on four key factors: robot anthropomorphism, personalized robot interactions, functional value, and hedonic value, and how they affect customer experience and satisfaction. The study adopted a quantitative approach through an online questionnaire, and 454 valid responses were obtained, using the convenience sampling technique. The results show that robot anthropomorphism, personalized interactions with robôs, functional value, and hedonic value have a positive and significant impact on customer experience and satisfaction. In addition, this study emphasizes that positive customer experiences provided by service robôs are key determinants of customer satisfaction. This study provides theoretical support for understanding the mechanisms of the role of service robôs in customer experience and satisfaction and provides important insights for business managers in service design and application of robôs.
Description
Mestrado Bolonha em Marketing
Keywords
Robô de serviço de restaurante Experiência do cliente Satisfação do Cliente Restaurant service robot Customer experience Customer satisfaction
Pedagogical Context
Citation
Jing, Yumei (2024). “O impacto do serviço robótico na experiência e satisfação dos clientes na restauração”. Dissertação de Mestrado. Universidade de Lisboa. Instituto Superior de Economia e Gestão
Publisher
Instituto Superior de Economia e Gestão