Digital marketing innovation and industrial marketing: evidence from restaurants' service robots

PurposeThis study aims to explore how perceived anthropomorphism, perceived warmth, and customer–artificial intelligence (AI) assisted exchange (CAIX) of service robots affect customers’ satisfaction via digital marketing innovation.Design/methodology/approachA customer satisfaction model was formul...

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Bibliographic Details
Published in:Asia Pacific journal of marketing and logistics 2024-12, Vol.36 (11), p.3099-3117
Main Author: Ku, Edward C.S.
Format: Article
Language:English
Subjects:
Anthropomorphism
Artificial intelligence
Automation
Consumers
Customer satisfaction
Customer services
Digital marketing
Efficiency
Feedback
Innovations
Natural language
Restaurants
Robots
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Description
Summary:PurposeThis study aims to explore how perceived anthropomorphism, perceived warmth, and customer–artificial intelligence (AI) assisted exchange (CAIX) of service robots affect customers’ satisfaction via digital marketing innovation.Design/methodology/approachA customer satisfaction model was formulated based on the perspective of parasocial relationships and hybrid intelligence; 236 completed questionnaires were returned by partial least squares structural equation modeling analysis.FindingsThis study demonstrates that perceived anthropomorphism, perceived warmth and CAIX's impact on digital marketing innovation were supported, and customer satisfaction impacted the continued intention to use service robots.Originality/valueRestaurants that leverage service robots differentiate themselves from competitors by offering innovative and technologically advanced dining experiences. Integrating AI capabilities sets these restaurants apart and attracts tech-savvy customers who value convenience and efficiency.
ISSN:1355-5855
1758-4248
DOI:10.1108/APJML-02-2024-0185