Our findings have implications for both researchers and practitioners. Customer perception refers to how customers view a certain product based on their own conclusions. Customer attitude determines customer acceptance of service robots in service encounters. Both perceived usefulness and perceived ease of use are significant antecedents of customer attitude. The results show that anthropomorphism, autonomy, and ability are positively related to perceived usefulness, while autonomy, ability, and role clarity are positively related to perceived ease of use. A sample of 406 respondents from an online survey in China was used to test the proposed conceptual model. Subsequently, the study develops a conceptual model based on the technology acceptance model (TAM). It results in a good consumer experience and leads to.

This study examines robot characteristics (anthropomorphism, autonomy) and customer characteristics (role clarity, ability) as antecedents affecting customer acceptance of service robots from the perspective of service encounters. Service quality is defined as a comparison between expectations and reality (Parasuraman et al., 1988). While the use of robots is regarded as one of the most important trends in service marketing, customer acceptance is still a major barrier to their application in service scenarios. Customer perception is a customers interpretation of a product or service based on the information provided by the brand. Customer perception is all about how the customer feels about your brand and their contacts with you, regardless of their real experience. The customer perception process occurs when customers interact with your brand, products or services. Consumers are more likely to choose and even recommend your brand to their friends over a competitor. Customer perception can be positive or negative. When it comes to influencing consumers to purchase a product, their perception of the brand must be taken into account. These conclusions are derived from a number of factors, such as price and overall experience. This includes their thoughts, emotions and opinions related to your brand. Customer perception refers to how customers view a certain product based on their own conclusions.

It is critical for increasing customer loyalty and retention, as well as brand recognition and reputation. What is customer perception Customer perception refers to how a customer feels about your business. A service robot is a physical entity integrated with information technology (IT) which can autonomously provide customized services to people. Customers’ perceptions of your brand are their thoughts, feelings, and beliefs about it.

Customer perception definition