餐厅服务机器人对顾客满意度影响的实证研究
An Empirical Study on the Impact of Restaurant Service Robots on Customer Satisfaction
摘要: 基于消费价值理论，本文探讨服务机器人对餐厅消费者满意度的影响及其作用机制。以108家餐厅在线评论数据为样本，采用倾向得分匹配与双重差分(PSM-DID)方法识别服务机器人引入的因果效应，并结合卷积神经网络(CNN)对评论文本进行分析，以提取影响满意度的关键因素。研究结果表明，服务机器人的引入显著提升了消费者满意度。进一步分析显示，消费者认知价值显著正向调节服务机器人对消费者满意度的影响，而功能价值、享乐价值与社会价值的调节作用均不显著。本文从数字化服务创新视角丰富了消费者满意度形成机制研究，并为餐饮业合理应用服务机器人、优化顾客体验提供了实证依据与管理启示。
Abstract: This study examines the impact of service robots on customer satisfaction in restaurants using online review data from 108 restaurants. A multi-period difference-in-differences design combined with propensity score matching is used to identify causal effects, while a convolutional neural network extracts consumer-perceived value from text. Results show that service robot adoption significantly increases customer satisfaction. Moderation analysis indicates that cognitive value strengthens this effect, whereas functional, hedonic, and social values are not significant moderators. The findings suggest that service robots enhance satisfaction primarily through consumers’ cognitive interpretation of technological innovation, contributing to digital service transformation research.
文章引用：吴英荣, 于子月, 杨帅. 餐厅服务机器人对顾客满意度影响的实证研究[J]. 服务科学和管理, 2026, 15(4): 793-803. https://doi.org/10.12677/ssem.2026.154092

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