Research on the Influence of Cuteness Design of Service Robot on Hotel Customer Tolerance

Abstract

Service robots are increasingly used in the hotel industry, However, service failure is inevitable during service delivery.Based on social information processing theory, this paper explores the influence of cuteness design on customer tolerance of service robots, and examines the mediating effect of empathy.Based on two cuteness design methods, the study adopts two situational experiments for hypothesis verification.The research conclusions are as follows: In the case of service failure, cuteness design of service robot can improve customer tolerance; Compared with the low-cuteness service robots, the high-cuteness service robots were more likely to stimulate customer empathy; Empathy mediates the effect of cuteness on customer tolerance.