Matching Strategies of Intelligent Robot Service Effects and Customer Usage Intentions——An Empirical Study Based on Longitudinal Tracking Survey
Based on social cognitive theory,the uncanny valley theory,and the theory of emotional congruence,this pa-per thoroughly explores the impact of anthropomorphic features of intelligent robots and the matching strategies on customers'willingness to use them.The paper also examines the moderating effects of customer technology anxiety and customer extra-version in this process.Empirical research results indicate that mismatch strategies of usefulness and warmth of intelligent ro-bots can significantly enhance customers'willingness to use them.As customer technology anxiety increases,the positive effect centered on usefulness gradually diminishes,and as customer extraversion rises,the positive effect centered on warmth gradu-ally weakens.Therefore,hotel managers should provide appropriate intelligent robot matching strategies based on customer characteristics.For customers with lower levels of technology anxiety,priority should be given to implementing intelligent ro-bot matching strategies centered on usefulness to enhance their willingness to use and satisfaction.For customers with lower levels of extraversion,more strategies centered on warmth should be adopted to enhance their emotional connection and interac-tive experience with intelligent robots.Through reasonable matching strategies,hotel managers can better meet customer needs,improve service quality,and enhance customer loyalty.
万方数据
