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

doi:10.12054/lydk.bisu.280

旅游导刊 ›› 2024, Vol. 8 ›› Issue (4): 35-62.DOI: 10.12054/lydk.bisu.280

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

薛欣, 张超(), 余琦斌, 刘丛

北京第二外国语学院旅游科学学院北京 100024

收稿日期:2023-09-28 修回日期:2024-06-20 出版日期:2024-08-30 发布日期:2024-09-10
通讯作者: 张超（1976— ），女，江苏常熟人，博士，北京第二外国语学院旅游科学学院教授、硕士生导师，研究方向为旅游与酒店管理， E-mail：zhangchao@bisu.edu.cn。
作者简介:薛欣（1989— ），女，广东顺德人，博士，北京第二外国语学院旅游科学学院讲师、硕士生导师，研究方向为旅游消费者行为；
余琦斌（1995— ），男，安徽黄山人，北京第二外国语学院旅游科学学院硕士研究生，研究方向为酒店服务与营销管理；
刘丛（1996— ），女，河北滦平人，北京第二外国语学院旅游科学学院硕士研究生，研究方向为酒店服务与营销管理。
基金资助:
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”(22CGL021)

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

XUE Xin, ZHANG Chao(), YU Qibin, LIU Cong

School of Tourism Sciences, Beijing International Studies University, Beijing 100024, China

Received:2023-09-28 Revised:2024-06-20 Online:2024-08-30 Published:2024-09-10

摘要/Abstract

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。

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

Abstract:

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.

Keywords: plate waste monitoring; monitoring intensity; customer response; service robot; theory of mind perception

中图分类号:

薛欣, 张超, 余琦斌, 刘丛. 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[J]. 旅游导刊, 2024, 8(4): 35-62.

XUE Xin, ZHANG Chao, YU Qibin, LIU Cong. Are Service Robots Superior? Evaluating the Impact of Plate Waste Monitoring Intensity and Service Provider Type on Buffet Customer Responses[J]. Tourism and Hospitality Prospects, 2024, 8(4): 35-62.

图/表 6

参考文献 72

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	大监督力度 High monitoring intensity		小监督力度 Low monitoring intensity
	文字材料 Text	图片材料 Picture	文字材料 Text	图片材料 Picture
服务员 Human waitstaff	想象一下，您在一家自助餐厅吃饭，餐厅倡导减少餐盘浪费。餐厅设有光盘监督员。用餐时，监督员会时不时前来检查和记录您的浪费情况。		想象一下，您在一家自助餐厅吃饭，餐厅倡导减少餐盘浪费。用餐时，服务员会为您收走餐盘。
服务机器人 Service robot	想象一下，您在一家自助餐厅吃饭，餐厅倡导减少餐盘浪费。餐厅设有光盘监督机器人。用餐时，监督机器人会时不时前来检查和记录您的浪费情况。		想象一下，您在一家自助餐厅吃饭，餐厅倡导减少餐盘浪费。用餐时，服务机器人会为您收走餐盘。

	大监督力度 High monitoring intensity		小监督力度 Low monitoring intensity
	文字材料 Text	图片材料 Picture	文字材料 Text	图片材料 Picture
服务员 Human waitstaff	想象一下，您在一家自助餐厅吃饭，餐厅倡导减少餐盘浪费。餐厅设有光盘监督员。用餐时，监督员会时不时前来检查和记录您的浪费情况。		想象一下，您在一家自助餐厅吃饭，餐厅倡导减少餐盘浪费。用餐时，服务员会为您收走餐盘。
服务机器人 Service robot	想象一下，您在一家自助餐厅吃饭，餐厅倡导减少餐盘浪费。餐厅设有光盘监督机器人。用餐时，监督机器人会时不时前来检查和记录您的浪费情况。		想象一下，您在一家自助餐厅吃饭，餐厅倡导减少餐盘浪费。用餐时，服务机器人会为您收走餐盘。

人口学变量 Demographic variable	具体分类 Classification	样本数量 Quantity	样本占比（%） Percentage
性别 Gender	男	102	31.3
性别 Gender	女	224	68.7
年龄 Age	18~25岁	208	63.8
	26~35岁	90	27.6
	36~45岁	22	6.7
	45岁以上	6	1.8
受教育程度 Education level	高中以下	1	0.3
	高中/中专/职校/技校	19	5.8
	本科	253	77.6
	硕士及以上	53	16.3
职业 Profession	工人	12	3.7
	公务员	15	4.6
	企业职工	99	30.4
	学生	170	52.1
	其他	30	9.2
月可支配收入 Monthly disposable income	小于3 000元	170	52.1
	3 000~4 999元	44	13.5
	5 000~6 999元	42	12.9
	7 000~9 999元	40	12.3
	10 000元及以上	30	9.2

人口学变量 Demographic variable	具体分类 Classification	样本数量 Quantity	样本占比（%） Percentage
性别 Gender	男	102	31.3
性别 Gender	女	224	68.7
年龄 Age	18~25岁	208	63.8
	26~35岁	90	27.6
	36~45岁	22	6.7
	45岁以上	6	1.8
受教育程度 Education level	高中以下	1	0.3
	高中/中专/职校/技校	19	5.8
	本科	253	77.6
	硕士及以上	53	16.3
职业 Profession	工人	12	3.7
	公务员	15	4.6
	企业职工	99	30.4
	学生	170	52.1
	其他	30	9.2
月可支配收入 Monthly disposable income	小于3 000元	170	52.1
	3 000~4 999元	44	13.5
	5 000~6 999元	42	12.9
	7 000~9 999元	40	12.3
	10 000元及以上	30	9.2

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

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[1]	吴慈恩, 皮平凡, 关新华. 机器人性能特征如何影响员工工作幸福感——基于创新抵制理论与资源保存理论的双重视角[J]. 旅游导刊, 2023, 7(2): 55-78.
[2]	舒伯阳,邱海莲,李明龙. 社会化视角下接待业服务机器人对顾客体验的影响研究[J]. 旅游导刊, 2020, 4(2): 9-17.