由於人工智慧在旅遊和飯店行業的應用越來越廣泛，服務機器人如何從產生的服務失誤中恢復是值得實證研究的。本研究旨在探討可愛對服務失誤的影響。我們預計可愛將透過降低負面情緒來提高顧客的忠誠度。我們還預計，由於服務恢復策略的不同，可愛效果會對顧客的忠誠度產生不利的影響。本研究使用 3 x 2 受試者間實驗設計。結果表明，服務機器人的可愛使顧客對服務失誤的反應具有積極影響:兩種中介效果（積極情緒和負面情緒）及服務恢復策略。這些發現，增加了對人工智慧輔助服務的理解，讓我們更深入了解可愛的設計在旅遊和餐飲業中的應用。

As artificial intelligence is becoming more widely employed in the tourist and hospitality industries, the service failures produced by service robots and how to recover from them are worth investigating empirically. This research aims to explore the impact of cuteness in service failure. We anticipate that cuteness will boost consumer loyalty by lowering negative emotions. We also expect cuteness to have a detrimental impact on consumers' loyalty as a result of the service recovery strategy. This study used a 3 x 2 between-subject experiment. The results show that the cuteness design of a service robot has a positive effect on customer reaction to service failure, as well as the two mediating paths (positive emotion and negative emotion) and the service recovery strategy. These findings enhance the understanding of artificial intelligence helper services and give us insight into how adorable design might be used in the tourism and restaurant industries.

Abstract 2
Table of Contents 4
List of Tables 5
List of Figures 5
1. Introduction 6
2. Literature review 9
2.1 Service robots in restaurants and tourism 9
2.2 Service failure of service robots and customer reaction 10
2.3 Customers' reactions to the cuteness 11
2.4 Mediating effects - emotion 12
2.5 Moderating effect - service recovery strategies 13
3. Method 15
3.1 Data collection 15
3.2 Procedure 16
3.3 Measures 17
4. Results 19
4.1 Demographics 19
4.2 Manipulation Checks 20
4.3 Hypothesis Testing 21
4.3.1 Main Effect 21
4.3.2 Mediation 22
4.3.3 Interaction effect 24
4.4.4 Moderated mediation 26
4.4.5 Results of hypothesis 28
5. Discussion 30
5.1 General discussion 30
5.2 Managerial discussion 31
5.3 Limitations and future research 31
Reference 33
Appendix 1. Video in the Study 37
Appendix 2. Experimental materials of Study 38
Appendix 3. Moderator value(s) defining Johnson-Neyman 43

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