酒店人工智能技术的拟人化应用对酒店满意度的影响研究
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摘要
本研究探讨了酒店人工智能技术拟人化应用对酒店满意度的影响,并考察了实际自我一致性和产品参与度在其中的中介和调节作用。本研究通过 395 个调查样本,采用 SPSS PROCESS V4.2 宏程序进行路径分析及假设检验。研究结果显示,酒店人工智能技术的拟人化应用显著提升了酒店满意度;实际自我一致性不仅直接促进了酒店满意度,还在拟人化应用与满意度的关系中起到了调节作用;产品参与度则在这两者之间发挥了中介作用。此外,实际自我一致性也调节了产品参与度对满意度的影响。通过酒店服务提供者和消费者的双重视角,本研究提出了如何在当前人工智能技术广泛应用的背景下,通过拟人化应用有效提升消费者满意度的策略。本研究对于指导酒店行业如何更有效地利用人工智能技术提升服务质量和酒店满意度具有重要意义,同时也为酒店管理层的战略决策提供了实证依据。
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Chinese Journal of Social Science and Management Editorial Division
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