讲座时间：6月22日15:00
腾讯会议：945-343-709
讲座题目：通过社交媒体大数据解读消费者对服务机器人的反应
讲座内容：While service robots are expected to replace humans in offering customer services, there is a paucity of knowledge on consumer responses to such a replacement as well as the factors determining their responses. This study introduced customer delight as an important customer response to robotic service as an addition to customer satisfaction. By incorporating robot cuteness as an anthropomorphic property of a service robot with two main properties of information system (IS) (utilitarian and hedonic properties) as predictors of customer responses, this study quantified their respective impacts on customer satisfaction and delight in the context of hotel services. Through studying consumer reviews of the hotels implementing AI robotic service, this research demonstrated the existence of customer delight as well as its antecedents and impacts on business performance. Specifically, the research found that customers who have used robotic services expressed more delight in their reviews and were more likely to re-patronage the service brand compared to those who have not used them. Based on an analysis of over 12 million customer reviews, hotels deploying service robots were found to achieve significantly better business performance than hotels not implementing the service robots. Through incorporating both textual analysis and fuzzy-set Qualitative Comparison Analysis (fsQCA) method, this research further identified the antecedents for customer delight and customer satisfaction. This study contributes to the IS literature on theorizing customer delight through the perspective of IS properties and sheds new light on the understanding of the anthropomorphic property of service robots. 、
主讲人简介：黎红秀，芬兰坦佩雷大学信息与知识管理系副教授。在芬兰图尔库大学经济学院获得博士学位。她的研究领域包括信息系统中的使用行为、数字服务、社交媒体和大数据分析等研究主题。她的代表性学术研究发表在Information Systems Journal, European Journal of Information Systems, Computers in Human Behavior, Computer & Education, Decision Support Systems, Tourism Management, Information & Management, and Internet Research等杂志上。
主办：437必赢会员中心 数字化营销与消费者行为科研团队
承办：服务科学与创新四川省重点实验室
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