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Exploring memorable experiences in luxury hotels 探索豪华酒店的难忘体验
IF 11.1 1区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2024-10-25 DOI: 10.1108/ijchm-03-2023-0428
Jessica C. Murray, Robert J. Harrington, Prakash K. Chathoth, M. Sajid Khan

Purpose

This study aims to explore memory-dominant logic (MDL) in the luxury hotel context to assess the flow of management experience decisions to memorable experiences, which lead to guest outcomes. While research into memorable experiences has gained traction, the theoretical underpinnings of what makes an experience memorable in a luxury hotel setting are not well documented.

Design/methodology/approach

A grounded theory, qualitative methodology was used to assess MDL value transformation. Inductive methods included conducting in-depth interviews with hotel managers and analyzing social media reviews for each hotel. Guest reviews served as an indicator of memory outcomes and the counterpoint to the managerial interviews, supporting or refuting interview findings.

Findings

Key dimensions emerged, emphasizing the importance of managerial inputs to experience design, service experience attributes and memorable experience creation, demonstrating a sequence of memory-based value creation and outcomes such as positive word of mouth/electronic word of mouth (WOM/eWOM). Sentiment analysis identified attributes that appear to be a “must-have” to avoid dissatisfaction, as well as areas at risk for negative memories. Dimensions were developed into a framework using themes derived from MDL value transformation, management and consumer inputs that influence memorable experience outcomes in this context.

Research limitations/implications

The study supported the MDL theoretical framework by illustrating the flow from managerial inputs to the service experience, to elements of experience co-creation, and through to the guests’ WOM/eWOM and experience memories. The findings highlighted the symbiotic relationship between firm culture and service experience design, providing guidance for managerial practice going forward.

Originality/value

This paper uncovers major themes and dimensions identified by guests and managers as necessary in creating memorable experiences in a luxury setting and develops a framework that serves as a foundation for further study, including anteceding factors and their impact on hedonic consumption across experience domains.

目的本研究旨在探索豪华酒店背景下的记忆主导逻辑(MDL),以评估管理经验决策与难忘体验之间的流程,从而得出客人的结果。虽然对难忘体验的研究已取得了一定的进展,但在豪华酒店环境中,是什么使体验令人难忘的理论基础却没有得到很好的记录。设计/方法/途径采用基础理论的定性方法来评估 MDL 的价值转换。归纳法包括与酒店经理进行深入访谈,以及分析每家酒店的社交媒体评论。访客评论既是记忆结果的指标,也是管理者访谈的对立面,支持或反驳访谈结果。研究结果关键维度的出现,强调了管理者对体验设计、服务体验属性和难忘体验创造的投入的重要性,展示了基于记忆的价值创造和积极口碑/电子口碑(WOM/eWOM)等结果的序列。情感分析确定了避免不满意的 "必备 "属性,以及可能产生负面记忆的领域。研究的局限性/意义这项研究通过说明从管理投入到服务体验,再到体验共创要素,直至客人的 WOM/eWOM 和体验记忆的流程,支持了 MDL 理论框架。研究结果强调了企业文化与服务体验设计之间的共生关系,为今后的管理实践提供了指导。原创性/价值本文揭示了客人和管理者认为在豪华环境中创造难忘体验所必需的主要主题和维度,并建立了一个框架,作为进一步研究的基础,包括前导因素及其对各体验领域享乐性消费的影响。
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引用次数: 0
Unraveling the customer orientation paradox 解开顾客导向的悖论
IF 11.1 1区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2024-10-22 DOI: 10.1108/ijchm-04-2024-0535
Hyunghwa Oh, WooMi Jo, Jinok Susanna Kim, Jeongdoo Park

Purpose

This study aims to examine the roles of customer orientation (CO) and two distinct stress coping strategies – problem-focused (PC) and emotion-focused (EC) – in the positive relationship between customer incivility (CI) and job stress (JS).

Design/methodology/approach

Data were collected via a survey of casino dealers in South Korea. Common method variance was assessed using an unmeasured latent method construct, confirming both convergent and discriminant validity. Collinearity diagnostics were conducted to evaluate potential multicollinearity among independent variables. Hypotheses were tested using PROCESS Macro Models 1 and 3 to examine moderating effects and three-way interactions.

Findings

CI is positively related to JS. Employees with high CO experience greater JS when faced with CI compared to those with low CO. Highly customer-oriented employees with low coping strategies encounter significant JS when dealing with uncivil casino patrons.

Practical implications

Casino practitioners should balance CO strategies with effective stress management and support systems. This finding calls for a reevaluation of training programs and policies to maintain high service quality while ensuring employee well-being.

Originality/value

This study challenges the traditional view of CO as merely a stress-buffering factor by revealing its paradoxical role. It identifies individuals more susceptible to JS and demonstrates how the interaction between CI, CO and coping strategies (i.e. PC or EC) can escalate JS.

目的 本研究旨在探讨顾客导向(CO)和两种不同的压力应对策略--以问题为中心(PC)和以情绪为中心(EC)--在顾客不礼貌行为(CI)和工作压力(JS)之间的正相关关系中的作用。使用未测量的潜在方法构造对共同方法方差进行了评估,确认了收敛有效性和判别有效性。进行了共线性诊断,以评估自变量之间潜在的多重共线性。使用 PROCESS 宏模型 1 和 3 对假设进行了检验,以考察调节效应和三方交互作用。与 CO 值低的员工相比,CO 值高的员工在面对 CI 时会经历更多的 JS。实际意义赌场从业人员应在客户导向策略与有效的压力管理和支持系统之间取得平衡。这一发现要求对培训计划和政策进行重新评估,以便在确保员工福利的同时保持较高的服务质量。原创性/价值这项研究通过揭示 CO 的矛盾作用,挑战了将 CO 仅视为压力缓冲因素的传统观点。它识别出了更容易受到 JS 影响的个体,并展示了 CI、CO 和应对策略(即 PC 或 EC)之间的相互作用如何导致 JS 的升级。
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引用次数: 0
Mired in tasks: how daily workplace multitasking shapes employee service innovation behavior 深陷任务泥潭:日常工作场所的多任务处理如何影响员工的服务创新行为
IF 11.1 1区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2024-10-22 DOI: 10.1108/ijchm-04-2024-0533
Peng Xie, Fen Fen Tian

Purpose

Drawing on conservation of resources theory, this paper aims to propose that daily multitasking increases employees’ daily role pressure, ultimately hindering their service innovation behavior. Furthermore, we suggest that trait mindfulness may mitigate this negative impact.

Design/methodology/approach

To empirically test the study hypotheses, this paper conducted a multilevel diary field study, collecting data from 64 employees over 10 working days to comprehensively validate the theoretical model.

Findings

The findings indicate that daily multitasking indirectly reduces daily service innovation behavior by increasing employee role pressure. Notably, this indirect effect is more pronounced among employees with lower trait mindfulness, while it is less significant for those with higher trait mindfulness.

Practical implications

Hotels should manage multitasking, reduce employee stress and promote service innovation by optimizing task allocation and redesigning work processes. Additionally, hotel management should adopt a multifaceted and innovative approach to foster mindfulness traits.

Originality/value

This study contributes to the literature on multitasking and innovation by examining how and when daily multitasking influences employee service innovation behavior.

目的本文以资源保护理论为基础,旨在提出日常多任务处理会增加员工的日常角色压力,最终阻碍他们的服务创新行为。为了对研究假设进行实证检验,本文开展了一项多层次的实地日记研究,收集了 64 名员工在 10 个工作日内的数据,以全面验证理论模型。研究结果研究结果表明,日常多任务处理会增加员工的角色压力,从而间接减少日常服务创新行为。实践意义酒店应通过优化任务分配和重新设计工作流程来管理多任务,减轻员工压力,促进服务创新。此外,酒店管理层应采取多方面的创新方法来培养正念特质。原创性/价值本研究通过考察日常多任务处理如何以及何时影响员工的服务创新行为,为有关多任务处理和创新的文献做出了贡献。
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引用次数: 0
Decoding organisational attractiveness: a fuzzy multi-criteria decision-making approach 解码组织吸引力:模糊多标准决策法
IF 11.1 1区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2024-10-21 DOI: 10.1108/ijchm-02-2024-0258
Sanaz Vatankhah, Hamid Roodbari, Roya Rahimi, Atrina Oraee

Purpose

High-skilled employees are crucial for sustained competitive advantage of organisations. In the “war for talent”, organisations must position themselves as attractive employers. This study aims to introduce a unified framework to systematically identify and prioritise organisational attractiveness (OA) components, focusing on the extreme context of the airline industry.

Design/methodology/approach

Treating OA as a multi-criteria decision-making (MCDM) situation, this study uses the Fuzzy Delphi Method to validate key OA factors and the Fuzzy Analytical Hierarchy Process to prioritise them based on experts’ judgements.

Findings

This study identifies 5 criteria and 22 sub-criteria for OA, with job characteristics and person–job fit as most critical. These elements signal employment quality and skill–job alignment, reducing information asymmetry and attracting talent.

Practical implications

This research provides a practical framework for airline managers to identify and prioritise key aspects of OA to enhance their value proposition and attract and retain qualified employees. For policymakers, applying the OA framework supports informed policy decisions on employment standards and workforce development.

Originality/value

This research introduces a fuzzy OA index and a framework that enhances OA. By incorporating signalling theory into a fuzzy MCDM approach, it systematically addresses key OA components, offering a strategic method to boost OA.

目的高技能员工是企业保持竞争优势的关键。在 "人才争夺战 "中,组织必须将自己定位为具有吸引力的雇主。本研究旨在引入一个统一的框架,以航空业的极端环境为重点,系统地识别组织吸引力(OA)要素并确定其优先次序。本研究将组织吸引力视为一种多标准决策(MCDM)情境,采用模糊德尔菲法(Fuzzy Delphi Method)验证组织吸引力的关键因素,并根据专家的判断采用模糊分析层次法(Fuzzy Analytical Hierarchy Process)对这些因素进行优先排序。研究结果本研究确定了组织吸引力的 5 个标准和 22 个次级标准,其中工作特征和人职匹配最为关键。这项研究为航空公司管理者提供了一个实用框架,帮助他们识别并优先考虑 OA 的关键方面,以提升其价值主张,吸引并留住合格员工。对于政策制定者而言,应用 OA 框架有助于在就业标准和劳动力发展方面做出明智的决策。通过将信号理论纳入模糊 MCDM 方法,它系统地解决了 OA 的关键要素,提供了一种促进 OA 的战略方法。
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引用次数: 0
What drives viewers’ engagement in travel live streaming: a mixed-methods study from perceived value perspective 观众参与旅游直播的驱动因素:从感知价值角度进行的混合方法研究
IF 11.1 1区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2024-10-17 DOI: 10.1108/ijchm-01-2024-0115
Yuangao Chen, Liyan Tao, Shuang Zheng, Shuiqing Yang, Fujun Li

Purpose

The purpose of this study is to explore the factors influencing viewers’ engagement intention in travel live streaming (TLS) from a perceived value perspective.

Design/methodology/approach

This study used a mixed-methods approach. In Study 1, 48 semistructured interviews were analyzed based on grounded theory and perceived value theory, and a research framework was established to investigate the impact of viewers’ engagement intentions in TLS. In Study 2, partial least squares structural equation modeling (PLS-SEM) was used to empirically validate survey data from 255 TLS viewers.

Findings

Through an analysis of the interview content, it was found that the expertise and interaction of the live streamer in TLS as well as the immersion, aesthetics and novelty of the live streaming scene are key influencing factors that affect the engagement of TLS viewers. This finding was confirmed through empirical research.

Practical implications

This research provides practical suggestions for live streamers, TLS platforms and local government to increase viewer engagement. Specifically, it provides methods and directions for the individual improvement of live streamers, further promotes the development and construction of the platform and underscores the importance of government initiatives in policy support and regulatory framework development.

Originality/value

This study focuses on the less-researched field of TLS. Using a mixed-methods approach combining interviews and PLS-SEM, this study explores the key factors that affect the engagement of TLS viewers based on the characteristics of live streamers and live streaming scenes.

目的本研究旨在从感知价值的角度探讨影响观众参与旅游直播(TLS)意向的因素。在研究 1 中,基于基础理论和感知价值理论对 48 个半结构式访谈进行了分析,并建立了研究框架,以探究观众参与 TLS 的意向的影响。研究结果通过对访谈内容的分析发现,TLS 中直播者的专业知识和互动以及直播场景的沉浸感、美感和新颖性是影响 TLS 观众参与度的关键影响因素。本研究为直播流媒体、TLS 平台和地方政府提高观众参与度提供了实用建议。具体而言,它为直播平台的个体改进提供了方法和方向,进一步促进了平台的发展和建设,并强调了政府在政策支持和监管框架发展方面的重要性。本研究采用访谈和 PLS-SEM 相结合的混合方法,根据直播者和直播场景的特点,探讨了影响 TLS 观众参与度的关键因素。
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引用次数: 0
Understanding the drivers of consumers’ acceptance and use of service robots in the hotel industry 了解酒店业消费者接受和使用服务机器人的驱动因素
IF 11.1 1区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2024-10-16 DOI: 10.1108/ijchm-02-2024-0163
Heesup Han, Sung In Kim, Jin-Soo Lee, Inyoung Jung

Purpose

This study aims to discover factors and configurations that influence customers’ acceptance behaviors to investigate the current hospitality industry using service robots.

Design/methodology/approach

A mix of symmetrical and asymmetrical modeling methods was used for the data analysis. The symmetrical modeling was used to find the net effects, whereas asymmetrical modeling was adopted to find the combined configurations for hotel guests’ robot service acceptance behaviors.

Findings

The results revealed the significant effect of innovativeness, willingness to be a lighthouse customer, personal norms and concern about service robot performance on acceptance behaviors. In addition, the complex solution models using characteristics of tech-forward consumers, norms and attitude and uncertainty and concern were found.

Practical implications

The study shows directions to hotel marketers, to help them make customers adopt service robots.

Originality/value

The study explored customer service robot acceptance behaviors based on comprehensive theoretical backgrounds, including the technology acceptance model, theory of planned behavior, norm activation model and service robot acceptance model.

目的 本研究旨在发现影响顾客接受行为的因素和配置,以调查当前酒店业使用服务机器人的情况。结果结果显示,创新能力、成为灯塔顾客的意愿、个人规范和对服务机器人性能的关注对接受行为有显著影响。原创性/价值本研究基于技术接受模型、计划行为理论、规范激活模型和服务机器人接受模型等综合理论背景,探讨了顾客服务机器人接受行为。
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引用次数: 0
Age-inclusive hospitality and tourism: navigating the metaverse travel with avatar 老少皆宜的接待和旅游:用虚拟化身驾驭元宇宙旅行
IF 11.1 1区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2024-10-09 DOI: 10.1108/ijchm-03-2024-0323
Fei Hao, Ki-Joon Back, Kaye Kye Sung Kye-Sung Chon

Purpose

This study aims to investigate the impact of virtual tours on the engagement and travel intentions of older adults, emphasizing the role of emotional and informative content. It aims to enhance travel confidence and reduce stress among older travelers, fostering inclusive tourism through advanced avatar technology.

Design/methodology/approach

Using two between-subjects experiments, this research compares the effects of emotion-driven and knowledge-centric virtual tours on older adults. It explores the mediating role of travel confidence and stress reduction, along with the moderating influence of positive psychological cues on engagement and travel intentions.

Findings

The results highlight the potential of technology in promoting inclusive tourism. Emotionally engaging virtual tours significantly increase travel intentions among older adults by boosting confidence and alleviating stress, with positive psychological cues enhancing these effects.

Practical implications

This study offers valuable insights for tourism industry stakeholders by suggesting the development of avatar-based virtual tours tailored to the emotional and cognitive needs of older travelers. This approach could create more accessible and satisfying tourism experiences for older travelers.

Originality/value

This study extends the socioemotional selectivity theory to the realm of metaverse travel, providing a novel perspective on the emotional and cognitive engagement of older adults in the metaverse. This underscores the importance of inclusive technology in addressing the needs of older travelers.

目的本研究旨在调查虚拟旅游对老年人参与和旅游意向的影响,强调情感和信息内容的作用。设计/方法/途径通过两个主体间实验,本研究比较了情感驱动型虚拟游和知识中心型虚拟游对老年人的影响。研究探讨了旅游信心和减压的中介作用,以及积极心理暗示对参与和旅游意向的调节作用。这项研究为旅游业利益相关者提供了宝贵的见解,建议开发基于虚拟人物的虚拟旅游,以满足老年游客的情感和认知需求。原创性/价值本研究将社会情感选择性理论扩展到了元宇宙旅游领域,为老年人在元宇宙中的情感和认知参与提供了一个新的视角。这强调了包容性技术在满足老年旅游者需求方面的重要性。
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引用次数: 0
Ethical artificial intelligence (AI): principles and practices 合乎伦理的人工智能(AI):原则与实践
IF 11.1 1区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2024-10-08 DOI: 10.1108/ijchm-04-2024-0482
Rob Law, Huiyue Ye, Soey Sut Ieng Lei

Purpose

This study aims to delve into the ethical challenges in artificial intelligence (AI) technologies to underscore the necessity of establishing principles for ethical AI utilization in hospitality and tourism.

Design/methodology/approach

A narrative review of research on ethical AI across diverse realms was conducted to reflect current research progress and examine whether sufficient measures have been taken to address issues pertinent to AI utilization in hospitality and tourism.

Findings

Ethical issues including privacy concerns, detrimental stereotypes, manipulation and brutalization pertinent to AI utilization are elaborated. How AI should be properly used and managed ethically, responsibly and sustainably is suggested.

Research limitations/implications

Five fine-tuned principles for regulating AI use in hospitality and tourism are proposed.

Practical implications

A resilient mindset, enhancement of AI context adaptability, equilibrium between development and regulation and collaborative effort of multiple stakeholders are paramount.

Originality/value

Through applying the AI evolution trajectory model, this study contributes to the current discourse of managing AI by proposing a framework that addresses the specific characteristics of hospitality and tourism.

本研究旨在深入探讨人工智能(AI)技术在伦理方面的挑战,以强调在酒店和旅游业中制定合乎伦理的人工智能使用原则的必要性。研究结果阐述了与人工智能使用相关的伦理问题,包括隐私问题、有害的陈规定型观念、操纵和野蛮化。研究限制/影响提出了规范酒店和旅游业使用人工智能的五项微调原则。实践意义具有弹性的思维方式、增强人工智能的环境适应性、发展与监管之间的平衡以及多方利益相关者的共同努力至关重要。
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引用次数: 0
Talent management in the hospitality and tourism industry: the role of societal and organisational culture 酒店和旅游业的人才管理:社会和组织文化的作用
IF 11.1 1区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2024-10-01 DOI: 10.1108/ijchm-04-2024-0522
Foteini Kravariti, Stefan Jooss, M. Claudia Tom Dieck, Paraskevi Fountoulaki, Farhad Hossain

Purpose

The purpose of this paper is to examine the role of societal and organisational culture on talent management (TM) within the Greek hospitality and tourism (H&T) industry. Specifically, this study tests societal culture’s effect on TM approaches and the mediating role of organisational culture.

Design/methodology/approach

In this quantitative study, the questionnaire sample included employees of all hierarchical levels from three hotels located in northern, central and southern Greece (n = 188). Data analyses were carried out by using the PROCESS Version 4 macro in SPSS.

Findings

The results show that neither societal nor organisational culture are decisive factors in impacting the perceived TM approach. This might be due to the organisations imitating other firms without pre-establishment of societal and organisational fit.

Practical implications

This study emphasises TM’s alignment with both societal and organisational culture. Given the context-specific nature of TM, achieving culture fit can enhance talent acquisition, retention and engagement, ultimately leading to improved talent and overall organisational performance.

Originality/value

This study integrates more centrally a cultural lens into the TM discourse. It provides empirical evidence of TM approaches in the Greek H&T industry, drawing on a multi-stakeholder sample including managers and talents.

目的本文旨在研究希腊酒店和旅游业(H&T)中社会文化和组织文化对人才管理(TM)的作用。具体而言,本研究检验了社会文化对人才管理方法的影响以及组织文化的中介作用。在这项定量研究中,问卷样本包括来自希腊北部、中部和南部三家酒店的各级员工(n = 188)。研究结果表明,社会和组织文化都不是影响感知技术管理方法的决定性因素。这项研究强调了技术管理与社会和组织文化的一致性。鉴于技术管理的特定环境性质,实现文化契合可以增强人才的获取、保留和参与,最终提高人才和组织的整体绩效。它利用包括管理人员和人才在内的多方利益相关者样本,为希腊人力资源和技术行业的人才管理方法提供了经验证据。
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引用次数: 0
Exploring the critical attributes of robot chef restaurants and their impact on customer perceived value: a mixed-methods study 探索机器人厨师餐厅的关键属性及其对顾客感知价值的影响:一项混合方法研究
IF 11.1 1区 管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM Pub Date : 2024-09-26 DOI: 10.1108/ijchm-02-2024-0242
Jinhong Gong, Xinhua Guan, Tzung-Cheng Huan

Purpose

This study aims to explore the key attributes of robot chef restaurants and their influencing factors from the perspective of customers and analyzes how these key attributes affect customer perceived value.

Design/methodology/approach

A mixed-methods research design was used in this study. Using 473 online reviews and ratings (Study 1), the research summarized customers’ evaluations on three types of attributes (environment, service and food) and identified the key attributes along with their influencing factors. Subsequently, through field questionnaires (Study 2) involving 269 actual customers, structural equation modeling was used to analyze how the identified key attributes and their influencing factors impact customer perceived value.

Findings

This study reveals that customers in robot chef restaurants prioritize food attributes, particularly valuing food authenticity alongside food quality. In contrast to traditional restaurants, customers’ evaluations of food attributes in robot chef restaurants are significantly influenced by the competence of robot chefs. Notably, customers’ negative attitudes toward robots diminish the positive effects on both food quality and food authenticity.

Practical implications

To enhance customer perceived value, robot chef restaurants should concentrate on food attributes. They can achieve this by fostering a high-quality, authentic food experience through the elevation of robot chefs’ competence and by providing customer education.

Originality/value

This study expands research on the customer experience in robotic restaurants by proposing an integrated model determining factors that affect the perceived customer value.

目的 本研究旨在从顾客的角度探讨机器人厨师餐厅的关键属性及其影响因素,并分析这些关键属性如何影响顾客的感知价值。研究使用了 473 条在线评论和评分(研究 1),总结了顾客对三类属性(环境、服务和食物)的评价,并确定了关键属性及其影响因素。随后,通过对 269 位实际顾客进行实地问卷调查(研究 2),采用结构方程模型分析了所确定的关键属性及其影响因素如何影响顾客的感知价值。研究结果本研究揭示了机器人厨师餐厅的顾客优先考虑食物属性,尤其重视食物的真实性和食物的质量。与传统餐厅相比,顾客对机器人厨师餐厅食物属性的评价在很大程度上受机器人厨师能力的影响。值得注意的是,顾客对机器人的负面态度削弱了对食品质量和食品真实性的积极影响。为了提高顾客感知价值,机器人厨师餐厅应专注于食物属性,通过提升机器人厨师的能力和提供顾客教育来促进高质量、真实的食物体验。
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引用次数: 0
期刊
International Journal of Contemporary Hospitality Management
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