Do we think and feel Alike? field evidence on developing a shared reality when dealing with service robots
分析了1107条在线酒店评论和310名顾客的现场数据，发现顾客对服务机器人的挑战评估会驱动多种应对策略，而威胁评估只导致情绪应对，这些应对过程在集体服务中形成共享现实，降低转换意向并提升关系服务幸福感。
Service robot research recognizes that dyadic customer–service provider interactions do not occur in isolation, yet it has not comprehensively detailed human–robot interaction (HRI) in collective service settings. The current article analyzes 1107 online hotel reviews referring to service robots, identifying how customers appraise and cope with HRI during collective service experiences. From this, the authors propose a conceptual model of the impact of HRI on post-purchase outcomes. Tests of the model with field data from 310 customers who interacted with a restaurant robot reveal that challenge appraisals of HRI drive problem-focused, emotion-focused, and support-seeking coping strategies. In contrast, threat appraisals lead only to emotion-focused coping. Such coping efforts during collective service experiences produce shared realities of the robot across customers, reducing their switching intention and enhancing relational service well-being. Service providers should actively mitigate threat appraisals, promote challenge appraisals and support customers in coping with frontline service robots.