作者: Emily Ma , Yafang Bao , Leijun Huang , Danni Wang , Misun Kim
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摘要: Integrating two theoretical frameworks, the product level theory and the experience economy model, this research analyzed and compared robotic technology applications and customer experiences in selected case robot restaurants in the United States and China. Guided by the product level theory, we first analyzed in which product/service levels were robots applied in each case restaurant in Study 1. Then in study 2, guided by the experience economy model, we further explored customers’ dining experiences and compared if customers’ experience differs due to variations in product/service levels that robot applied. The study first contributes to the product level theory by extending its application to the context of robotic restaurants. It also contributes to the experience economy literature, and in particularly, whether applications of robotic technologies at different product levels matter in customers’ dining …