Based on the empathy theory,the interaction mechanisms and boundary conditions of hotel robot inclusive service positioning and social class on customer citizenship behavior were dis-cussed.Through three situation experiments,the results show that for the lower social classes,robot inclusive service positioning is more effective in promoting customer citizenship behavior than non-in-clusive service positioning.For the higher social classes,there is no significant difference in the im-pact of robot inclusive and non-inclusive service positioning on customer citizenship behavior.The in-teraction between robot inclusive service positioning and social class influences customer citizenship behavior.Customer effective empathy plays a mediating role,while other-group orientation has a significant moderating effect.When other group orientation is high,individuals from the higher social class will signifi-cantly promote customer citizenship behavior when facing hotel inclusive service positioning.
robot inclusive service positioningsocial classcustomer citizenship behavioraffec-tive empathyother group orientation
维普
万方数据
