Academic research on ways to promote family consumers' happiness in technology-enabled service contexts is limited. Based on the value co-creation concept and emotional contagion theory, this study focuses on parent-child consumption and develops a theoretical model of the relationship between customer–robot interaction experience, family emotional bonding, customer happiness, and citizenship behavior in robot restaurants. Further insights into the model were obtained by content analysis of 374 online customer reviews, and the model was tested by a questionnaire survey of 515 family customers. The results of structural model analysis show that customer-perceived child delight and customer engagement in robot services have direct and indirect effects on customer happiness through the enhancement of family emotional bonding. Customer happiness positively affects customer citizenship behavior and mediates the relationship between family emotional bonding and customer citizenship behavior. The study provides guidance for using robotics to promote the happiness of customers and prosperity of restaurants.

中文翻译：

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家庭顾客幸福感及其对顾客公民行为的影响：机器人餐厅亲子消费研究


关于如何在技术支持的服务环境中促进家庭消费者幸福的学术研究是有限的。本研究基于价值共创理念和情感传染理论，以亲子消费为研究对象，构建了机器人餐厅中顾客与机器人互动体验、家庭情感纽带、顾客幸福感和公民行为之间关系的理论模型。通过对 374 条在线客户评论的内容分析，对该模型进行了进一步的了解，并通过对 515 名家庭客户的问卷调查对该模型进行了测试。结构模型分析的结果表明，客户感知的儿童愉悦感和客户对机器人服务的参与度通过增强家庭情感纽带对客户幸福感产生直接和间接的影响。顾客幸福感对顾客公民行为产生正向影响，并调节家庭情感纽带与顾客公民行为之间的关系。该研究为使用机器人技术提高顾客的幸福感和餐馆的繁荣提供了指导。