The role of experiential value, novelty, and satisfaction in robot barista coffee shop in South Korea: COVID-19 crisis and beyond

Seon Hee Kim, Se Ran Yoo and Hyeon Mo Jeon ()
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Seon Hee Kim: Gachon University
Se Ran Yoo: Kyung Hee University
Hyeon Mo Jeon: Dongguk University-Gyeongju

Service Business, 2022, vol. 16, issue 3, No 15, 790 pages

Abstract: Abstract The purpose of this study is to examine the effects of experiential value and novelty on the formation of customer satisfaction and behavioral intention towards a robot barista coffee shop (RBCS). For the analysis, a set of hypotheses was developed and tested based on data collected from 300 customers who had visited a RBCS in South Korea. The findings of the study confirmed the importance of atmosphere, novelty, and consumer return on investment as factors that influence satisfaction and behavior intention. This study contributes to the existing knowledge about experiential value by suggesting important factors that can predict consumer behavior towards RBCS and practical insights for coffee shop management according to untact consumption changes were proposed.

Keywords: Robot barista; Experiential value; Novelty; Satisfaction; Behavioral intention; Coffee shop; South Korea (search for similar items in EconPapers)
Date: 2022
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DOI: 10.1007/s11628-021-00467-4

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