Research On Service Principals Selection Strategies In Robot Services

With the rapid development of information technology,service robot,as a new service principal,has gradually come into the public view.Compared with human service,robot service has significant advantages such as high efficiency,high stability,low error and low maintenance cost,which creates a unique service experience for customers.However,it also has disadvantages such as low flexibility and lack of humanization.Many domestic and foreign enterprises try to integrate service robots for service supply,but the failure rate has been high.The introduction of service robots not only has impacts on human staff,but also brings opportunities and challenges for the technological and intelligent upgrading of service enterprises.Whether service enterprises need to introduce service robots,that is,the selection strategy of its service principals,has become one of the most significant issues in the service field.This study sorts out and screens the domestic and foreign literature on the competition relationship between robot service and human service in recent years,and on this basis identifies the actual situation and existing problems of service supply in robot services.This paper takes service robots and human staff as the research objects,analyzes the factors affecting the competition relationship between the two service principals,tries to solve the price conflict and quality competition between the two service principals,and provides suggestions for the selection and configuration of service principals of service enterprises.This paper first analyzes the price competition among service principals by constructing a model.By establishing decentralized decisionmaking model of robot service and human service,the equilibrium of service principals under price competition is analyzed.Under equilibrium conditions,this paper discusses the influence of customer preference,service quality and customer participation on prices and profits of service principals.The results show that when the service robot is introduced into the service delivery process,it forms a competitive relationship with the human staff in service supply,which makes service enterprises tend to adopt the low-price strategy of robot service and human service,and damages the profits of both the two service principals.In order to avoid the adverse effects of price competition,the service quality of service principals and customer participation in service delivery should be continuously improved,and the price sensitivity of customers should be transferred to the sensitivity of service quality and customer participation.Secondly,by establishing the consumer surplus function model in the market with price and quality competition,this paper explores the selection strategy of service principals based on the differences of customer preference and quality sensitivity.The results show that the increase of customer preference and quality sensitivity is conducive to the increase of total demand and total profit of service supply.The increase of service supply competition intensity will aggravate the internal competition between human staff and service robots,which is not conducive to system operation and profit performance.However,for any service principal,the impact of service supply competition intensity on its optimal outcomes is related to the relative advantage of the service principal in service supply.At the same time,in terms of the comparison of equilibrium results,the profit of service enterprises in the case of two kinds of service principals is higher than that of a single service principal,that is,the introduction of service robots to cooperate with human staff for service supply will effectively improve the market demand and revenue of service enterprises.As for the choice of a single service principal,it is related to the comparative advantage of the service principal in service supply.Finally,combined with the research conclusions,this paper puts forward some suggestions for the practical management of service enterprises.First,they should have a deep understanding of the opportunities and challenges of the development of service robots.Secondly,they should examine the influence of the introduction of service robots on human staff and service enterprises from a dynamic,systematic and long-term perspective.Third,they need to continuously collect user experience,continuously pay attention to and track changes in user experience and absorb user suggestions.Fourth,they need to establish quality supervision and punishment policies.Fifth,they need to attach importance to improving the customer participation in service delivery.