关键词: 机器人服务, 消费者满意度, 不对称影响, 酒店管理

Abstract: In recent years, the application of AI-based robot services in the hotel industry has been on the rise, attracting widespread attention. However, existing research on how robot services affect consumer satisfaction has presented conflicting conclusions, and the academic community has not yet deeply explored the relationship between robot services in dfferent scenarios and consumer satisfaction from the perspective of asymmetrical impacts. This study mined consumer review data from China's first fully automated robot service hotel from 2018 to 2022, exploring the asymmetrical impact ofhotel robot services on consumer satisfaction in different scenarios based on the three-factor theory and complexity theory. Through dummy variable regression analysis, this paper identified that robot services in the hotel's alternative service scenarios are the basic factors for consumer satisfaction, those in the enhancement service scenarios are performance factors, while those in the innovative service scenariosare motivational factors. Moreover, using fuzzy set qualitative comparative analysis(fsQCA), this study fur- ther revealed the configurations of robot services in different scenarios leading to high(low)levels of eonsumer satisfaction, further validating the research results of the dummy variable regresion analysis. The study's conclusions enrich the literature on service scenarios and service satisfaction in the field of robot services and provide practical guidance for the hotel industry to reasonably allocate robot services to enhance consumer satisfaction

Key words: robot services, consumer satisfaction, asymmetric impact, hotel management