IDEAS home Printed from https://ideas.repec.org/a/spr/svcbiz/v16y2022i3d10.1007_s11628-021-00467-4.html
   My bibliography  Save this article

The role of experiential value, novelty, and satisfaction in robot barista coffee shop in South Korea: COVID-19 crisis and beyond

Author

Listed:
  • Seon Hee Kim

    (Gachon University)

  • Se Ran Yoo

    (Kyung Hee University)

  • Hyeon Mo Jeon

    (Dongguk University-Gyeongju)

Abstract

The purpose of this study is to examine the effects of experiential value and novelty on the formation of customer satisfaction and behavioral intention towards a robot barista coffee shop (RBCS). For the analysis, a set of hypotheses was developed and tested based on data collected from 300 customers who had visited a RBCS in South Korea. The findings of the study confirmed the importance of atmosphere, novelty, and consumer return on investment as factors that influence satisfaction and behavior intention. This study contributes to the existing knowledge about experiential value by suggesting important factors that can predict consumer behavior towards RBCS and practical insights for coffee shop management according to untact consumption changes were proposed.

Suggested Citation

  • Seon Hee Kim & Se Ran Yoo & Hyeon Mo Jeon, 2022. "The role of experiential value, novelty, and satisfaction in robot barista coffee shop in South Korea: COVID-19 crisis and beyond," Service Business, Springer;Pan-Pacific Business Association, vol. 16(3), pages 771-790, September.
    • Handle: RePEc:spr:svcbiz:v:16:y:2022:i:3:d:10.1007_s11628-021-00467-4
    DOI: 10.1007/s11628-021-00467-4
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11628-021-00467-4
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s11628-021-00467-4?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Ha-Won Jang & Soo-Bum Lee, 2020. "Serving Robots: Management and Applications for Restaurant Business Sustainability," Sustainability, MDPI, vol. 12(10), pages 1-15, May.
    2. Oliver, Richard L & DeSarbo, Wayne S, 1988. "Response Determinants in Satisfaction Judgments," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(4), pages 495-507, March.
    3. Hye Jin Sung & Hyeon Mo Jeon, 2020. "Untact: Customer’s Acceptance Intention toward Robot Barista in Coffee Shop," Sustainability, MDPI, vol. 12(20), pages 1-16, October.
    4. Karjaluoto, Heikki & Shaikh, Aijaz A. & Saarijärvi, Hannu & Saraniemi, Saila, 2019. "How perceived value drives the use of mobile financial services apps," International Journal of Information Management, Elsevier, vol. 47(C), pages 252-261.
    5. Hirschman, Elizabeth C, 1980. "Innovativeness, Novelty Seeking, and Consumer Creativity," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 7(3), pages 283-295, December.
    6. Ratner, Rebecca K & Kahn, Barbara E & Kahneman, Daniel, 1999. "Choosing Less-Preferred Experiences for the Sake of Variety," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 26(1), pages 1-15, June.
    7. Sheth, Jagdish N. & Newman, Bruce I. & Gross, Barbara L., 1991. "Why we buy what we buy: A theory of consumption values," Journal of Business Research, Elsevier, vol. 22(2), pages 159-170, March.
    8. Alalwan, Ali Abdallah, 2020. "Mobile food ordering apps: An empirical study of the factors affecting customer e-satisfaction and continued intention to reuse," International Journal of Information Management, Elsevier, vol. 50(C), pages 28-44.
    9. Sang M. Lee & DonHee Lee, 2020. "“Untact”: a new customer service strategy in the digital age," Service Business, Springer;Pan-Pacific Business Association, vol. 14(1), pages 1-22, March.
    10. Fuller, Christie M. & Simmering, Marcia J. & Atinc, Guclu & Atinc, Yasemin & Babin, Barry J., 2016. "Common methods variance detection in business research," Journal of Business Research, Elsevier, vol. 69(8), pages 3192-3198.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Sebastian Molinillo & Francisco Rejón-Guardia & Rafael Anaya-Sánchez, 2023. "Exploring the antecedents of customers’ willingness to use service robots in restaurants," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 167-193, March.
    2. Ostovan, Nima & Khalili Nasr, Arash, 2022. "The manifestation of luxury value dimensions in brand engagement in self-concept," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    3. Dastane, Omkar & Goi, Chai Lee & Rabbanee, Fazlul, 2023. "The development and validation of a scale to measure perceived value of mobile commerce (MVAL-SCALE)," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    4. Hyeon Mo Jeon & Se Ran Yoo, 2021. "The relationship between brand experience and consumer-based brand equity in grocerants," Service Business, Springer;Pan-Pacific Business Association, vol. 15(2), pages 369-389, June.
    5. Vandecasteele, Bert & Geuens, Maggie, 2010. "Motivated Consumer Innovativeness: Concept, measurement, and validation," International Journal of Research in Marketing, Elsevier, vol. 27(4), pages 308-318.
    6. Shwu-Ing Wu & Hui-Ling Chang, 2016. "The Model of Relationship between the Perceived Values and the Purchase Behaviors toward Innovative Products," Journal of Management and Strategy, Journal of Management and Strategy, Sciedu Press, vol. 7(2), pages 31-45, May.
    7. Mirza A. Haq, Arsalan Mujahid Ghouri, 2017. "Distinctive Characteristics of Mobile Advertising in Measuring Consumers' Attitude: An Empirical Study," Journal of Management Sciences, Geist Science, Iqra University, Faculty of Business Administration, vol. 4(2), pages 199-216, October.
    8. Yunduk Jeong & Euisoo Kim & Suk-Kyu Kim, 2020. "Understanding Active Sport Tourist Behaviors in Small-Scale Sports Events: Stimulus-Organism-Response Approach," Sustainability, MDPI, vol. 12(19), pages 1-18, October.
    9. Lara Stocchi & Naser Pourazad & Nina Michaelidou & Arry Tanusondjaja & Paul Harrigan, 2022. "Marketing research on Mobile apps: past, present and future," Journal of the Academy of Marketing Science, Springer, vol. 50(2), pages 195-225, March.
    10. Raja Kifaya & Daniele Rama, 2023. "Determinants of organic tunisian purchasing behaviour: an application of the consumption values theory," Italian Journal of Marketing, Springer, vol. 2023(2), pages 161-177, June.
    11. Emerson Wagner Mainardes & Priscilla Maria Ferreira Costa & Silvania Neris Nossa, 2023. "Customers’ satisfaction with fintech services: evidence from Brazil," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 378-395, June.
    12. Chakraborty, Debarun & Siddiqui, Mujahid & Siddiqui, Aaliyah & Paul, Justin & Dash, Ganesh & Mas, Francesca Dal, 2023. "Watching is valuable: Consumer views – Content consumption on OTT platforms," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    13. Suhaiza Zailani & Mohammad Iranmanesh & Sunghyup Sean Hyun & Mohd Helmi Ali, 2019. "Applying the Theory of Consumption Values to Explain Drivers’ Willingness to Pay for Biofuels," Sustainability, MDPI, vol. 11(3), pages 1-13, January.
    14. Qin, Yao & Shi, Linda Hui & Song, Lei & Stöttinger, Barbara & Tan, Kang (Frank), 2018. "Integrating consumers’ motives with suppliers’ solutions to combat Shanzhai: A phenomenon beyond counterfeit," Business Horizons, Elsevier, vol. 61(2), pages 229-237.
    15. Young Joong Kim & Jung Sook Park & Hyeon Mo Jeon, 2021. "Experiential Value, Satisfaction, Brand Love, and Brand Loyalty toward Robot Barista Coffee Shop: The Moderating Effect of Generation," Sustainability, MDPI, vol. 13(21), pages 1-16, October.
    16. B. Vandecasteele & M. Geuens, 2008. "Motivated Consumer Innovativeness: Concept and Measurement," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 08/532, Ghent University, Faculty of Economics and Business Administration.
    17. Markus Blut & Cheng Wang, 2020. "Technology readiness: a meta-analysis of conceptualizations of the construct and its impact on technology usage," Journal of the Academy of Marketing Science, Springer, vol. 48(4), pages 649-669, July.
    18. Hiroyasu Furukawa & Koki Matsumura & Susumu Harada, 2019. "Effect of Consumption Values on Consumer Satisfaction and Brand Commitment: Investigating Functional, Emotional, Social, and Epistemic Values in the Running Shoes Market," International Review of Management and Marketing, Econjournals, vol. 9(6), pages 158-168.
    19. Chong Li & Yingqi Li, 2023. "Factors Influencing Public Risk Perception of Emerging Technologies: A Meta-Analysis," Sustainability, MDPI, vol. 15(5), pages 1-37, February.
    20. Khan, Ali Nawaz & Jabeen, Fauzia & Mehmood, Khalid & Ali Soomro, Mohsin & Bresciani, Stefano, 2023. "Paving the way for technological innovation through adoption of artificial intelligence in conservative industries," Journal of Business Research, Elsevier, vol. 165(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:svcbiz:v:16:y:2022:i:3:d:10.1007_s11628-021-00467-4. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.