A Study on the Experience Economy Examining a Robot Service in the Restaurant Industry Based on Demographic Characteristics

Kyuhyeon Joo, Heather M. Kim and Jinsoo Hwang ()
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Kyuhyeon Joo: The College of Hospitality and Tourism Management, Sejong University, Seoul 05006, Republic of Korea
Heather M. Kim: The College of Hospitality and Tourism Management, Sejong University, Seoul 05006, Republic of Korea
Jinsoo Hwang: The College of Hospitality and Tourism Management, Sejong University, Seoul 05006, Republic of Korea

Sustainability, 2023, vol. 15, issue 14, 1-15

Abstract: The experience economy of service robots in the restaurant industry was researched in the present study. The dimensions of the experience economy, which include esthetics, entertainment, education, and escapism, were assessed based on customer demographics. Additionally, this study explored how the four sub-dimensions of the experience economy affects word-of-mouth intentions. The study analyzed 292 surveys. Significant differences in the experience economy were found in terms of gender, education, and monthly income, according to the statistical results. Lastly, the results of the regression analysis revealed that the experience economy’s sub-dimensions have a positive effect on word-of-mouth intentions. This is the first study to examine the experience economy of robot services, and thus, it provides theoretical contributions and practical suggestions for the restaurant industry.

Keywords: robot service; the experience economy; word-of-mouth; demographic differences (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2023
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