Keywords

Service Robots, SERVQUAL, Empathy, Qualitative Research

Abstract

Service robots are an emerging technological advancement increasingly utilized in the hospitality industry. In return, service workers are required to use them during their interactions with customers. This study sought to examine how the service robot-worker team affects cognitive and affective empathy present in a service encounter. Using the empathy attribute part of the SERVQUAL model, this study aimed to examine and differentiate the server's empathy impact in the presence of a service robot. This study utilized semi-structured qualitative interviews to collect data from service workers employed in two restaurants characterized by distinct service environments. The interviews were qualitatively analyzed through identifying common patterns and emergent themes. The findings exhibit how cognitive and affective empathy was perceived differently amongst service robot-worker teams and provides implications on the implementation of well-being practices for workers and further service robot collaboration.

Completion Date

2024

Semester

Spring

Committee Chair

Mejia, Cynthia

Degree

Master of Science (M.S.)

College

Rosen College of Hospitality Management

Department

Hospitality & Tourism Management

Degree Program

Hospitality & Tourism Management

Format

application/pdf

Identifier

DP0028337

URL

https://purls.library.ucf.edu/go/DP0028337

Language

English

Rights

In copyright

Release Date

May 2024

Length of Campus-only Access

None

Access Status

Masters Thesis (Open Access)

Accessibility Status

Meets minimum standards for ETDs/HUTs

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