earticle

영어

With the advent of the Fourth Industrial Revolution, AI technologies and robotic services are increasingly being adopted in the hospitality industry. Among these, robotic baristas have garnered significant attention. However, consumer resistance toward robotic service remains prevalent, and related academic research is limited. This study investigates the key factors behind consumer resistance to robotic barista services and how these factors influence overall satisfaction. Sentiment analysis of online reviews is combined with multi-criteria decision-making (MCDM) methods to assess the impact of specific robotic service attributes. The findings are expected to offer practical insights for industry professionals considering the adoption of robotic cafés. By understanding the sources of consumer resistance and their influence on satisfaction, businesses can make more informed decisions about the design and deployment of robotic service technologies.