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Social Robot Experience: Analyse Der Veränderung Der Customer Experience Durch Den Einsatz Von Sozialen Service-Robotern
Paperback
ISBN13: 9783658462468
Publisher: Springer Gabler
Published: Jan 31 2025
Pages: 310
Weight: 0.91
Height: 0.72 Width: 5.83 Depth: 8.27
Language: German
Service-Roboter halten zunehmend Einzug in die Lebenswelt der Konsumenten und unterstützen diese bei ihren Alltagstätigkeiten. Dadurch verändern sie auch die sog. Customer Experience (CE) der Konsumenten. Diese Social Robot Experience (SRE) steht im Zentrum des Bandes. Es wird die zentrale Frage untersucht, ob und in welcher Richtung der Einsatz von Social Robots die CE eines Konsumenten verändert. Basierend auf einer Literaturanalyse wird zunächst das sog. IKEV-Modell zur Erklärung der Customer Experience entwickelt, welches nach weiteren konzeptionellen Überlegungen hinsichtlich des Einflusses von Social Robots zu einem SRE-Wirkungsmodell konzeptioniert wird. Die theoretisch-konzeptionellen Überlegungen werden sodann am Anwendungsfeld Mensabesuch einer empirischen Prüfung unterzogen. Zu diesem Zweck wird das SRE-Wirkungsmodell zunächst auf den Einsatz des Social Robots Pepper in der Mensa der Universität Trier von dem Kauf- bis hin zum Nutzungsprozess angepasst und in einer quantitativen Studie untersucht. Durch die Anwendung eines Experimentaldesigns kann der Effekt von Pepper auf die CE quantifiziert werden. Sowohl die Operationalisierung als auch die empirische Modellprüfung erfolgt über unterschiedliche Ansätze. Mit dem Vergleich, ob diese unterschiedlichen Ansätze zu unterschiedlichen Ergebnissen führen, verfolgt der Band auch eine methodische Forschungsintention, um Handlungsempfehlung für die empirische Wissenschaft abzuleiten.
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