How does (im)balanced acceptance of robots between customers and frontline employees affect hotels’ service quality?

作者：

Highlights：

• Customer and employee acceptance of robots are not equally important to hotels.

• An imbalanced robotic strategy is the optimal choice to enhance service quality.

• For high customer demandingness, customer acceptance of robots is more important.

• The imbalanced robotic strategy becomes salient for low frontline ambidexterity.

摘要

•Customer and employee acceptance of robots are not equally important to hotels.•An imbalanced robotic strategy is the optimal choice to enhance service quality.•For high customer demandingness, customer acceptance of robots is more important.•The imbalanced robotic strategy becomes salient for low frontline ambidexterity.

论文关键词：Acceptance of robots,Service quality,Customer demandingness,Frontline task ambidexterity,Polynomial regression

论文评审过程：Received 24 December 2021, Revised 22 February 2022, Accepted 27 March 2022, Available online 29 March 2022, Version of Record 31 March 2022.

论文官网地址：https://doi.org/10.1016/j.chb.2022.107287