How efficient is your robot server? Examining the antecedents of perceived efficiency of service robots in restaurants

摘要

Purpose This study aims to examine the factors shaping the perceived efficiency of service robots in restaurant environments, as well as the mediating roles of functional, emotional, social and epistemic values. Design/methodology/approach A survey (n = 155) was conducted with restaurant customers who had prior experience with robotic service. Data were analysed using regression and mediation analysis (PROCESS model) in SPSS 29. Findings Personalisation, authenticity and the service environment significantly increased perceived efficiency. Among the perceived value dimensions, only functional and epistemic values were found to mediate these relationships significantly. Originality/value This study highlights the importance of practical utility and novelty in shaping customer evaluations of service robots. Theoretically, it integrates the technology acceptance model, service-dominant logic and expectancy-confirmation theory to offer a more detailed understanding of customer–robot interaction in the context of robotic restaurant services. Practically, it provides guidance for designing robotic services that enhance both functional and epistemic value.