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- W2911718048 abstract "This research investigates the effects of robotic service on guest evaluations of hotel brand experience, and examines the moderating effects of hotel segment via a 2 (service delivery video: human or robot) x 3 (hotel segment: budget, midscale, or luxury) between-subjects experimental design. The findings suggest higher levels of sensory and intellectual experience from robotic service but lower levels of affective experience. For behavioral experience, robotic service influenced a higher rating for midscale and budget hotels, but not for a luxury hotel. Overall, robotic service may not necessarily enhance brand experience as influenced by the moderating role of hotel segment." @default.
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- W2911718048 date "2019-02-17" @default.
- W2911718048 modified "2023-10-17" @default.
- W2911718048 title "Examining the effects of robotic service on brand experience: the moderating role of hotel segment" @default.
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- W2911718048 doi "https://doi.org/10.1080/10548408.2019.1568953" @default.
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