{"id":"https://openalex.org/W7131250531","doi":"https://doi.org/10.1007/s12369-026-01379-x","title":"When are Service Robots effective? The Influence of the Matching Relationship Between Hotel Service Type and Service Provider on Customer Satisfaction","display_name":"When are Service Robots effective? The Influence of the Matching Relationship Between Hotel Service Type and Service Provider on Customer Satisfaction","publication_year":2026,"publication_date":"2026-02-01","ids":{"openalex":"https://openalex.org/W7131250531","doi":"https://doi.org/10.1007/s12369-026-01379-x"},"language":"en","primary_location":{"id":"doi:10.1007/s12369-026-01379-x","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s12369-026-01379-x","pdf_url":null,"source":{"id":"https://openalex.org/S168738021","display_name":"International Journal of Social Robotics","issn_l":"1875-4791","issn":["1875-4791","1875-4805"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Social Robotics","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5126671592","display_name":"Ke-Xi Liu","orcid":null},"institutions":[{"id":"https://openalex.org/I9224756","display_name":"Northeastern University","ror":"https://ror.org/03awzbc87","country_code":"CN","type":"education","lineage":["https://openalex.org/I9224756"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Ke-Xi Liu","raw_affiliation_strings":["School of Business Administration, Northeastern University, Shenyang, PR China"],"raw_orcid":"https://orcid.org/0009-0006-9542-4632","affiliations":[{"raw_affiliation_string":"School of Business Administration, Northeastern University, Shenyang, PR China","institution_ids":["https://openalex.org/I9224756"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5100425328","display_name":"Xueying Wang","orcid":"https://orcid.org/0000-0002-0306-1218"},"institutions":[{"id":"https://openalex.org/I9224756","display_name":"Northeastern University","ror":"https://ror.org/03awzbc87","country_code":"CN","type":"education","lineage":["https://openalex.org/I9224756"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Xue-Ying Wang","raw_affiliation_strings":["School of Business Administration, Northeastern University, Shenyang, PR China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Business Administration, Northeastern University, Shenyang, PR China","institution_ids":["https://openalex.org/I9224756"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5103070176","display_name":"Haoyu Wu","orcid":"https://orcid.org/0000-0002-3577-1089"},"institutions":[{"id":"https://openalex.org/I183067930","display_name":"Shanghai Jiao Tong University","ror":"https://ror.org/0220qvk04","country_code":"CN","type":"education","lineage":["https://openalex.org/I183067930"]}],"countries":["CN"],"is_corresponding":true,"raw_author_name":"Hao-Yu Wu","raw_affiliation_strings":["School of Media and Communication, Shanghai Jiao Tong University, Shanghai, PR China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Media and Communication, Shanghai Jiao Tong University, Shanghai, PR China","institution_ids":["https://openalex.org/I183067930"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5103070176"],"corresponding_institution_ids":["https://openalex.org/I183067930"],"apc_list":{"value":4190,"currency":"USD","value_usd":4190},"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.15908741,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"18","issue":"2","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9876000285148621,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.9876000285148621,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10709","display_name":"Social Robot Interaction and HRI","score":0.002400000113993883,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.0010999999940395355,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.6642000079154968},{"id":"https://openalex.org/keywords/service-robot","display_name":"Service robot","score":0.612500011920929},{"id":"https://openalex.org/keywords/hospitality","display_name":"Hospitality","score":0.5551999807357788},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.5440000295639038},{"id":"https://openalex.org/keywords/matching","display_name":"Matching (statistics)","score":0.4542999863624573},{"id":"https://openalex.org/keywords/service-level-objective","display_name":"Service level objective","score":0.4528000056743622},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.41670000553131104},{"id":"https://openalex.org/keywords/robot","display_name":"Robot","score":0.4032999873161316},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.3984000086784363}],"concepts":[{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6642000079154968},{"id":"https://openalex.org/C2776228582","wikidata":"https://www.wikidata.org/wiki/Q7455797","display_name":"Service robot","level":3,"score":0.612500011920929},{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.5551999807357788},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.5440000295639038},{"id":"https://openalex.org/C165064840","wikidata":"https://www.wikidata.org/wiki/Q1321061","display_name":"Matching (statistics)","level":2,"score":0.4542999863624573},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.4528000056743622},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.423799991607666},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4171000123023987},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.41670000553131104},{"id":"https://openalex.org/C90509273","wikidata":"https://www.wikidata.org/wiki/Q11012","display_name":"Robot","level":2,"score":0.4032999873161316},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.3984000086784363},{"id":"https://openalex.org/C525551149","wikidata":"https://www.wikidata.org/wiki/Q1495452","display_name":"Hospitality industry","level":3,"score":0.37439998984336853},{"id":"https://openalex.org/C9114305","wikidata":"https://www.wikidata.org/wiki/Q1428317","display_name":"Situational ethics","level":2,"score":0.37130001187324524},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.36820000410079956},{"id":"https://openalex.org/C159091166","wikidata":"https://www.wikidata.org/wiki/Q2635669","display_name":"Type of service","level":3,"score":0.367900013923645},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.36660000681877136},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.35100001096725464},{"id":"https://openalex.org/C34413123","wikidata":"https://www.wikidata.org/wiki/Q170978","display_name":"Robotics","level":3,"score":0.3319999873638153},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.3181999921798706},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.3125},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.30489999055862427},{"id":"https://openalex.org/C15587899","wikidata":"https://www.wikidata.org/wiki/Q7455812","display_name":"Service system","level":3,"score":0.30410000681877136},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3003999888896942},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.29190000891685486},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.28220000863075256},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.27320000529289246},{"id":"https://openalex.org/C61974975","wikidata":"https://www.wikidata.org/wiki/Q5196436","display_name":"Customer Service Assurance","level":5,"score":0.27219998836517334},{"id":"https://openalex.org/C2780451532","wikidata":"https://www.wikidata.org/wiki/Q759676","display_name":"Task (project management)","level":2,"score":0.26980000734329224},{"id":"https://openalex.org/C2365568","wikidata":"https://www.wikidata.org/wiki/Q844664","display_name":"Uncanny valley","level":3,"score":0.2648000121116638}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/s12369-026-01379-x","is_oa":false,"landing_page_url":"https://doi.org/10.1007/s12369-026-01379-x","pdf_url":null,"source":{"id":"https://openalex.org/S168738021","display_name":"International Journal of Social Robotics","issn_l":"1875-4791","issn":["1875-4791","1875-4805"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Social Robotics","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":92,"referenced_works":["https://openalex.org/W1587451402","https://openalex.org/W1793296681","https://openalex.org/W1977215847","https://openalex.org/W1982428762","https://openalex.org/W1991322805","https://openalex.org/W1995796450","https://openalex.org/W2068690371","https://openalex.org/W2072500831","https://openalex.org/W2076883103","https://openalex.org/W2106096361","https://openalex.org/W2115217290","https://openalex.org/W2116669434","https://openalex.org/W2130736456","https://openalex.org/W2152905082","https://openalex.org/W2181626672","https://openalex.org/W2796352025","https://openalex.org/W2805041655","https://openalex.org/W2809790859","https://openalex.org/W2850635687","https://openalex.org/W2945508733","https://openalex.org/W3002137173","https://openalex.org/W3004630645","https://openalex.org/W3045758237","https://openalex.org/W3086839851","https://openalex.org/W3112757086","https://openalex.org/W3113167478","https://openalex.org/W3117024549","https://openalex.org/W3123809690","https://openalex.org/W3129025901","https://openalex.org/W3132663149","https://openalex.org/W3132966299","https://openalex.org/W3133595011","https://openalex.org/W3158798046","https://openalex.org/W3169645493","https://openalex.org/W3174659208","https://openalex.org/W3183263073","https://openalex.org/W3206278099","https://openalex.org/W3206463944","https://openalex.org/W3212638778","https://openalex.org/W4200409300","https://openalex.org/W4210516688","https://openalex.org/W4210678046","https://openalex.org/W4220678584","https://openalex.org/W4221052047","https://openalex.org/W4224218751","https://openalex.org/W4224263298","https://openalex.org/W4229030859","https://openalex.org/W4281622112","https://openalex.org/W4292454261","https://openalex.org/W4293145995","https://openalex.org/W4295838523","https://openalex.org/W4308446638","https://openalex.org/W4309469581","https://openalex.org/W4309698096","https://openalex.org/W4376106473","https://openalex.org/W4377102808","https://openalex.org/W4382877701","https://openalex.org/W4385370521","https://openalex.org/W4385387281","https://openalex.org/W4387023833","https://openalex.org/W4387030168","https://openalex.org/W4387321262","https://openalex.org/W4387577806","https://openalex.org/W4387579942","https://openalex.org/W4388080289","https://openalex.org/W4388773512","https://openalex.org/W4388995529","https://openalex.org/W4390598036","https://openalex.org/W4390763825","https://openalex.org/W4390952671","https://openalex.org/W4391000114","https://openalex.org/W4391043734","https://openalex.org/W4391074186","https://openalex.org/W4391504561","https://openalex.org/W4391873740","https://openalex.org/W4391929354","https://openalex.org/W4392337819","https://openalex.org/W4392366212","https://openalex.org/W4392384528","https://openalex.org/W4392437741","https://openalex.org/W4396557251","https://openalex.org/W4398155477","https://openalex.org/W4400855500","https://openalex.org/W4401669211","https://openalex.org/W4403046778","https://openalex.org/W4404840814","https://openalex.org/W4406421189","https://openalex.org/W4406802491","https://openalex.org/W4407207539","https://openalex.org/W4408290471","https://openalex.org/W4409959310","https://openalex.org/W4411384105"],"related_works":[],"abstract_inverted_index":null,"counts_by_year":[],"updated_date":"2026-08-21T09:56:20.448147","created_date":"2026-02-25T00:00:00"}