Proceedings of the 2022 International Conference on Computer Science, Information Engineering and Digital Economy (CSIEDE 2022)

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Research on the Influence of Cuteness Design of Service Robot on Hotel Customer Tolerance

Authors
Ling Chen1, *, Baichun Ma2, Xi Lu1
1College of business, Sichuan Agricultural University, 610000, Chengdu, China
2Sichuan Engineering Vocational and Technical College, 618000, Deyang, China
*Corresponding author. Email: 599897631@qq.com
Corresponding Author
Ling Chen
Available Online 30 December 2022.
DOI
10.2991/978-94-6463-108-1_38How to use a DOI?
Keywords
Service Robot; Cuteness; Customer Tolerance; Service Failure
Abstract

Service robots are increasingly used in the hotel industry, However, service failure is inevitable during service delivery. Based on social information processing theory, this paper explores the influence of cuteness design on customer tolerance of service robots, and examines the mediating effect of empathy. Based on two cuteness design methods, the study adopts two situational experiments for hypothesis verification. The research conclusions are as follows: In the case of service failure, cuteness design of service robot can improve customer tolerance; Compared with the low-cuteness service robots, the high-cuteness service robots were more likely to stimulate customer empathy; Empathy mediates the effect of cuteness on customer tolerance.

Copyright
© 2022 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 2022 International Conference on Computer Science, Information Engineering and Digital Economy (CSIEDE 2022)
Series
Advances in Computer Science Research
Publication Date
30 December 2022
ISBN
10.2991/978-94-6463-108-1_38
ISSN
2352-538X
DOI
10.2991/978-94-6463-108-1_38How to use a DOI?
Copyright
© 2022 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Ling Chen
AU  - Baichun Ma
AU  - Xi Lu
PY  - 2022
DA  - 2022/12/30
TI  - Research on the Influence of Cuteness Design of Service Robot on Hotel Customer Tolerance
BT  - Proceedings of the 2022 International Conference on Computer Science, Information Engineering and Digital Economy (CSIEDE 2022)
PB  - Atlantis Press
SP  - 339
EP  - 346
SN  - 2352-538X
UR  - https://doi.org/10.2991/978-94-6463-108-1_38
DO  - 10.2991/978-94-6463-108-1_38
ID  - Chen2022
ER  -