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Article
Publication date: 15 September 2023

Caiwei Ma, Po-Ju Chen, Lianping Ren, Alei Fan and Viput Ongsakul

This study aims to investigate Generation Z’s perception of and experience with restaurant service robots.

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Abstract

Purpose

This study aims to investigate Generation Z’s perception of and experience with restaurant service robots.

Design/methodology/approach

Established on the servicescape theoretical framework and following Zaltman Metaphoric Elicitation Technique, 34 in-depth interviews were conducted with Generation Z consumers.

Findings

The results showed that Generation Z consumers had a generally positive attitude toward the usage of service robots in restaurants. Research participants also indicated aspects that can be improved: the service robot’s appearance design and functionality, and the human service facilitating the robotic service process.

Research limitations/implications

This paper provides a holistic understanding of the Generation Z’s mind maps about robot service restaurants presenting practical suggestions for restaurants.

Practical implications

This research offers an in-depth understanding of how the young consumption power perceives and expects the innovative service robots employed in restaurants. The research findings provide industry practitioners with timely guidelines to improve the usage of robotic services in restaurants to satisfy the emerging consumer group of Generation Z.

Originality/value

The current research contributes to the servicescape literature by extending this long-standing theory to the emerging robotic service contexts for updating discoveries. Particularly, the study focuses on the young consumers of Generation Z, shedding lights on the generational cohort research.

研究目的

本研究调查了 Z 世代对餐厅服务机器人的看法和体验。

研究设计/方法/体验

建立在服务场景理论框架之上, 并遵循 Zaltman 隐喻启发技术, 对 Z 世代消费者进行了 34 次深入访谈。

研究发现

结果表明, Z 世代消费者对在餐厅使用服务机器人持普遍积极态度。 研究参与者还指出了可以改进的方面:服务机器人的外观设计和功能, 以及促进机器人服务过程的人工服务。

实际意义

这项研究深入了解了年轻的消费力量如何看待和期望在餐厅使用的创新服务机器人。 研究结果为行业从业者提供了及时的指导方针, 以改善机器人服务在餐厅的使用, 以满足 Z 世代的新兴消费群体。

研究原创性/价值

当前的研究通过将这一长期存在的理论扩展到新兴的机器人服务环境以更新发现, 从而为服务景观文献做出贡献。 特别是, 该研究侧重于 Z 世代的年轻消费者, 阐明了世代队列研究。

Details

Journal of Hospitality and Tourism Technology, vol. 14 no. 5
Type: Research Article
ISSN: 1757-9880

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Article
Publication date: 7 August 2018

Lianping Ren, Hanqin Qiu, Caiwei Ma and Pearl M.C. Lin

This paper aims to explore the accommodation experience of customers in the budget hotel sector – a less explored but rapidly expanding sector in the hospitality industry. This…

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Abstract

Purpose

This paper aims to explore the accommodation experience of customers in the budget hotel sector – a less explored but rapidly expanding sector in the hospitality industry. This study investigates the effects of such experience on customer behavior.

Design/methodology/approach

The study adopts a quantitative approach and draws on a comprehensive data set (N = 414) by using a quota sampling approach. The context of the study is the Chinese market, where budget hotels and the number of mass tourists (inbound and outbound) have increased tremendously.

Findings

This study identifies a behavioral pattern that differs from trends reported in prior studies. The finding shows that the relationship between customer experience and behavioral intentions is mediated by customer satisfaction, which similarly mediates the relationship between perceived value and behavioral intentions.

Research limitations/implications

The results provide significant implications for hoteliers in the budget hotel industry by calling for a differentiated marketing approach for this segment of customers. Furthermore, the study provides insights into the accommodation behavior of Chinese mass tourists. These findings can serve as reference for international budget hotel practitioners, especially those involved in hotels that target the increasing number of travelers from China.

Originality/value

The budget hotel sector is the first accommodation choice for many Chinese mass tourists. This study is the first to conduct a systematic exploration of the behavioral patterns of customers toward budget hotels in this context. Moreover, this study adopts a holistic approach by adopting an experiential view in measuring the overall experience of customers in budget hotels.

Details

International Journal of Contemporary Hospitality Management, vol. 30 no. 7
Type: Research Article
ISSN: 0959-6119

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Publication date: 29 May 2023

Debarshi Mukherjee, Ranjit Debnath, Subhayan Chakraborty, Lokesh Kumar Jena and Khandakar Kamrul Hasan

Budget hotels are becoming an emerging industry for convenience and affordability, where consumer sentiments are of paramount importance. Tourism has become increasingly dependent…

Abstract

Budget hotels are becoming an emerging industry for convenience and affordability, where consumer sentiments are of paramount importance. Tourism has become increasingly dependent on social media and online platforms to gather travel-related information, purchase travel products, food, lodging, etc., and share views and experiences. The user-generated data helps companies make informed decisions through predictive and behavioural analytics.

Design/Methodology/Approach: This study uses text mining, deep learning, and machine learning techniques for data collection and sentiment analysis based on 117,151 online reviews of the customers posted on the TripAdvisor website from May 2004 to May 2019 from 197 hotels of five prominent budget hotel groups spread across India using Feedforward Neural Network along with Keras package and Softmax activation function.

Findings: The word-of-mouth turns into electronic word-of-mouth through social networking sites, with easy access to information that enables customers to pick a budget hotel. We identified 20 widely used words that most customers use in their reviews, which can help managers optimise operational efficiency by boosting consumer acceptability, satisfaction, positive experiences, and overcoming negative consumer perceptions.

Practical Implications: The analysis of the review patterns is based on real-time data, which is helpful to understand the customer’s requirements, particularly for budget hotels.

Originality/Value: We analysed TripAdvisor reviews posted over the last 16 years, excluding the Corona period due to industry crises. The findings reverberate in consonance with the performance improvement theory, which states feed-forward a neural network enhances organisational, process, and individual-level performance in the hospitality industry based on customer reviews.

Details

Smart Analytics, Artificial Intelligence and Sustainable Performance Management in a Global Digitalised Economy
Type: Book
ISBN: 978-1-80382-555-7

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Article
Publication date: 11 May 2010

Wei Cai

The paper aims to explore how the undue state control leads to the weak stock market in China. It analyzes how the undue state control is exerted in some key areas in the Chinese…

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Abstract

Purpose

The paper aims to explore how the undue state control leads to the weak stock market in China. It analyzes how the undue state control is exerted in some key areas in the Chinese stock market. This paper intends to expand the existing literature in the relationships among law, politics, and economy.

Design/methodology/approach

This paper mainly adopts the exploratory method to analyze the undue state influences. Under some circumstances, comparative study and historical explanation are also adopted.

Findings

The paper suggests that to create a strong stock market and facilitate the development of the listed companies and the whole economy, the state should first release its control on the stock market.

Research limitations/implications

Various fields are contained in a stock market, in most of which the undue state control can be observed. In this paper, only some key ones are explored. Further research on other fields and if possible more first‐hand data are necessary.

Practical implications

This paper not only offers an answer to concerns on the various misconducts in the inefficient Chinese stock market and helps to realize the possible ways out of such dilemma, but also it offers implications for other emerging economies.

Originality/value

The on‐going debate on the role of common‐law versus civil‐law system in the capital market may have ignored the state involvement. This paper indicates that it is the undue state control rather than the legal system that leads to the weak stock market in China.

Details

Journal of Financial Crime, vol. 17 no. 2
Type: Research Article
ISSN: 1359-0790

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