服务机器人更胜一筹?——餐盘浪费监督力度与服务提供者类型对自助餐顾客响应的影响  

Are Service Robots Superior?Evaluating the Impact of Plate Waste Monitoring Intensity and Service Provider Type on Buffet Customer Responses

作　　者：薛欣 张超[1] 余琦斌 刘丛 XUE Xin;ZHANG Chao;YU Qibin;LIU Cong(School of Tourism Sciences,Beijing International Studies University,Beijing 100024,China)

机构地区：[1]北京第二外国语学院旅游科学学院,北京100024

出　　处：《旅游导刊》2024年第4期35-62,共28页Tourism and Hospitality Prospects

基　　金：国家社科基金青年项目“双碳目标下餐饮业减少顾客餐盘浪费的助推式措施研究”(项目编号:22CGL021)资助。

摘　　要：餐饮企业监督顾客实现“光盘”,是防止食品浪费的重要举措,但难免会引起消极的顾客响应。在数智化时代,使用服务机器人执行监督职能,是否可以缓和自助餐顾客因餐盘浪费监督而产生的消极响应?本研究基于心智知觉理论,通过预实验和情景实验,在自助餐厅监督顾客餐盘浪费的情境下,探究服务提供者类型(服务机器人vs.人类服务员)与监督力度(大vs.小)对顾客响应的影响及其心理机制。研究结果表明:(1)相较于较大的监督力度,较小的监督力度增加了消极的顾客响应,具体表现为顾客态度更消极、负面口碑行为意愿更高;(2)服务提供者类型与监督力度对顾客响应产生了交互效应,当监督力度较小时,服务机器人相较于服务员减轻了消极的顾客响应,当监督力度较大时,服务机器人减轻消极的顾客响应的效应消失;(3)感知限制性在服务提供者类型和监督力度对顾客响应的交互影响中发挥了中介作用。本研究不仅丰富了数智化技术助推顾客减少餐盘浪费的理论研究,同时也为自助餐企业实施餐盘浪费监督时选择何种服务方式提供了实践启示。Monitoring customers to ensure they finish their meals(“clean plate campaign”)in catering enterprises is a significant measure to prevent food waste.However,this practice may provoke negative responses from customers.With the rise of intelligent dining services,service robots are becoming more prevalent.There is limited research examining whether using service robots can mitigate the adverse effects of monitoring customers’plate waste in buffet settings.To address this gap,the present study employs the theory of mind perception to investigate how buffet customers respond to varying intensities of plate waste monitoring conducted by service robots compared to human waitstaff.A pilot study and scenario-based experiment reveal the following key findings:1.Compared to low monitoring intensity,high monitoring intensity increases negative customer responses,specifically manifested as more negative customer attitudes and a higher willingness to engage in negative word-of-mouth behavior.2.Service provider type interacts with monitoring intensity:when plate waste monitoring is low,service robots reduce negative customer responses compared to human waitstaff;however,with increased monitoring intensity,the ability of service robots to mitigate negative customer responses diminishes.3.Perceived restrictiveness mediates the interactive effects of service provider type and monitoring intensity on customer responses.In conclusion,this study enriches theoretical research by revealing the novel role of service robots in influencing customers to reduce plate waste.Furthermore,it offers practical insights for catering enterprises aiming to optimize their plate waste monitoring strategies.

关 键 词：餐盘浪费监督 监督力度 顾客响应 服务机器人 心智知觉理论 

分 类 号：F59[经济管理—旅游管理]