酒店机器人包容性服务定位与社会阶层的交互作用对顾客公民行为的影响  

The Interaction between Hotel Robot Inclusive Service Positioning and Social Class on Customer Citizenship Behavior

作　　者：孙建鑫 马宝龙[1] 李晓飞 SUN Jianxin;MA Baolong;LI Xiaofei(Beijing Institute of Technology,Beijing,China;Capital University of Economics and Business,Beijing,China)

机构地区：[1]北京理工大学管理学院 [2]首都经济贸易大学工商管理学院

出　　处：《管理学报》2024年第5期721-730,共10页Chinese Journal of Management

基　　金：国家自然科学基金资助青年科学基金项目(72202146);国家自然科学基金资助项目(72372010,72172147)。

摘　　要：基于共情理论,探讨酒店机器人包容性服务定位和社会阶层的交互作用对顾客公民行为的影响机制及边界条件。通过3个情境实验,研究发现:对于低社会阶层,相比非包容性服务定位,机器人包容性服务定位更能促进其顾客公民行为;对于高社会阶层,机器人包容性服务定位和非包容性服务定位对顾客公民行为的影响不存在显著差异。机器人包容性服务定位与社会阶层的交互作用对顾客公民行为产生影响,顾客情感共情在其中起到中介作用,其他群体导向存在显著调节作用。若个体的其他群体导向较高,则高社会阶层消费者面对机器人包容性服务定位时,其顾客公民行为会显著增加。Based on the empathy theory,the interaction mechanisms and boundary conditions of hotel robot inclusive service positioning and social class on customer citizenship behavior were discussed.Through three situation experiments,the results show that for the lower social classes,robot inclusive service positioning is more effective in promoting customer citizenship behavior than non-inclusive service positioning.For the higher social classes,there is no significant difference in the impact of robot inclusive and non-inclusive service positioning on customer citizenship behavior.The interaction between robot inclusive service positioning and social class influences customer citizenship behavior.Customer effective empathy plays a mediating role,while other-group orientation has a significant moderating effect.When other group orientation is high,individuals from the higher social class will significantly promote customer citizenship behavior when facing hotel inclusive service positioning.

关 键 词：机器人包容性服务定位 社会阶层 顾客公民行为 情感共情 其他群体导向 

分 类 号：C93[经济管理—管理学]