Research On The Influence Mechanism Of Human-Robot Interaction Perception On Customer Service Well-Being In The Service Robot Scenario

With the improvement of people’s living standards and the increasingly strong yearning for a better and happy life,more and more enterprises no longer focus on the traditional marketing indicators or customer satisfaction customer pleasure,began to consider customer service well-being.In addition,with the booming development of automation technology and the increasing popularity of service robots based on artificial intelligence,the production and delivery of service has gradually changed from traditional human-human interaction to human-robot interaction.This new service form driven by human-robot interaction has gradually become the mainstream,which is also the key for enterprises to carry out service operation and management at the present stage.It is of great theoretical significance and practical value to understand the attributes of customer perceived service robots in human-robot interaction and how service robots can replace service employees to better perceive,understand and adjust customer emotional problems,especially customer service well-being.Based on existing literatures and theories,this paper discusses the influence mechanism and boundary conditions of human-robot interaction perception on customer service well-being in service robot scenarios,and constructs relevant conceptual models.Among them,the dimensions of human-robot interaction include anthropomorphic and perceived intelligence,and the dimensions of service competence include professional competencies and interpersonal competencies.Based on the relevant theoretical basis and conceptual model,this study proposed 6 hypotheses and 8 sub-hypotheses.Questionnaires were issued to customers with service robot service experience through the online platform of Wenjuanxing.Finally,256 valid questionnaires were obtained.All the hypotheses proposed in this study were supported by empirical test.Therefore,to strengthen and optimize the human-robot interaction perceived service robot attributes,improve the professional competence and interpersonal competence of service robot,effectively reduce the anxiety of artificial intelligence and pay attention to customers with a sense of social exclusion of customers.It plays a very important role in improving customer service well-being.And this is also the key to improving customer service well-being in the service robot scenario.