Service robots are an emerging technological advancement increasingly utilized in the hospitality industry. In return, service workers are required to use them during their interactions with customers. This study sought to examine how the service robot-worker team affects cognitive and affective empathy present in a service encounter. Using the empathy attribute part of the SERVQUAL model, this study aimed to examine and differentiate the server's empathy impact in the presence of a service robot. This study utilized semi-structured qualitative interviews to collect data from service workers employed in two restaurants characterized by distinct service environments. The interviews were qualitatively analyzed through identifying common patterns and emergent themes. The findings exhibit how cognitive and affective empathy was perceived differently amongst service robot-worker teams and provides implications on the implementation of well-being practices for workers and further service robot collaboration.
| Identifer | oai:union.ndltd.org:ucf.edu/oai:stars.library.ucf.edu:etd2023-1219 |
| Date | 01 January 2024 |
| Creators | Broker, Emily Anne |
| Publisher | STARS |
| Source Sets | University of Central Florida |
| Language | English |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | Graduate Thesis and Dissertation 2023-2024 |
| Rights | In copyright |
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