Robots Serve Humans: Does AI Robot Adoption Enhance Operational Efficiency and Customer Experience?

Lee, Myunghwan, Gene Moo Lee, Donghyuk Shin, Sang-Pil Han (2020) “Robots Serve Humans: Does AI Robot Adoption Enhance Operational Efficiency and Customer Experience?Working Paper.

  • Presented at WITS (2020), KrAIS (2020), UBC (2021)
  • Research assistants: Raymond Situ, Gallant Tang

Service providers have been adopting various robotics technologies to improve operational efficiency and increase customer satisfaction. Robotics technologies bring new restaurant experiences to customers by taking orders, cooking, and serving. While the impact of industrial robots has been well documented in the literature, little is known about the impact of customer-facing service robot adoption. To fill this gap, this work-in-progress study aims to analyze the impact of service robot adoption on restaurant service quality using 4,612 restaurants and their online customer reviews. We analyzed the treated effect of robot adoption using a difference-in-differences approach with propensity score and exact matching. Estimation results show that restaurant robot adoption has a positive impact on customer satisfaction, specifically on perceived food quality and perceived value. This study provides both academic and practical implications on the emerging AI robotics techniques.