首页|Researchers at Zhejiang Gongshang University Report New Data on Robotics (Being Friendly and Competent: Service Robots' Proactive Behavior Facilitates Customer Value Co-creation)
Researchers at Zhejiang Gongshang University Report New Data on Robotics (Being Friendly and Competent: Service Robots' Proactive Behavior Facilitates Customer Value Co-creation)
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NETL
NSTL
Elsevier
Current study results on Robotics have been published. According to news reporting originating in Zhejiang, People’s Republic of China, by NewsRx journalists, research stated, “The rapid expansion and integration of robots in the service industry have transformed the way services are delivered. With service robots increasingly replacing frontline human staff, the dynamics of service encounters have shifted from human-to-human to human-to-robot interactions, thereby significantly impacting the process of value co-creation.” Funders for this research include Natural Science Foundation of Zhejiang Province, Philosophy and Social Science Foundation of Zhejiang Province. The news reporters obtained a quote from the research from Zhejiang Gongshang University, “The active involvement of customers in co-creating value with these robots becomes crucial for the successful implementation of robotic services. Drawing upon social perception theory, we investigate the influence of service robots’ proactivity on customers’ willingness to engage in value co-creation and delve into the underlying mechanisms. Three studies were conducted across diverse service settings, each involving different service robots. Consistently, the findings demonstrate that customers display a greater inclination to cocreate value with proactive service robots. The proactive behavior exhibited by these robots substantially enhances customers’ perceptions of warmth and competence. Importantly, these effects are observed across various service scenarios and customer segments, including both premium and regular customers, thus affirming the robustness and generalizability of our findings. Our research provides practical guidance for practitioners involved in the implementation of service robots.”
ZhejiangPeople’s Republic of ChinaAsiaEmerging TechnologiesMachine LearningNano-robotRoboticsZhejiang Gongshang University
NETL
NSTL
Elsevier
