A Study on the Experience Economy Examining a Robot Service in the Restaurant Industry Based on Demographic Characteristics

The experience economy of service robots in the restaurant industry was researched in the present study. The dimensions of the experience economy, which include esthetics, entertainment, education, and escapism, were assessed based on customer demographics. Additionally, this study explored how the...

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Bibliographic Details
Published in:Sustainability 2023-07, Vol.15 (14), p.10827
Main Authors: Joo, Kyuhyeon, Kim, Heather M, Hwang, Jinsoo
Format: Article
Language:English
Subjects:
Analysis
Attitudes
Behavior
Consumer behavior
Cost control
COVID-19
Customer services
Demographics
Economic aspects
Forecasts and trends
Hospitality industry
Pandemics
Restaurant industry
Restaurants
Robotics
Robotics industry
Robots
Surveys
Technology Acceptance Model
Tourism
Variance analysis
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Summary:The experience economy of service robots in the restaurant industry was researched in the present study. The dimensions of the experience economy, which include esthetics, entertainment, education, and escapism, were assessed based on customer demographics. Additionally, this study explored how the four sub-dimensions of the experience economy affects word-of-mouth intentions. The study analyzed 292 surveys. Significant differences in the experience economy were found in terms of gender, education, and monthly income, according to the statistical results. Lastly, the results of the regression analysis revealed that the experience economy’s sub-dimensions have a positive effect on word-of-mouth intentions. This is the first study to examine the experience economy of robot services, and thus, it provides theoretical contributions and practical suggestions for the restaurant industry.
ISSN:2071-1050
2071-1050
DOI:10.3390/su151410827