Research on User Experience of Hotel Service Robots from the Perspective of Human–Machine Collaborative Value Creation

Although research on hotel service robots has been continuously increasing, the existing literature still lacks a systematic exploration of the multiple concurrent mechanisms involved in the formation of user experience. Based on the theory of value co-creation, this study first extracted the key service robot attributes that affect user experience by analyzing 3200 online user notes from the Chinese platform Xiaohongshu. Then, using 433 valid questionnaires, it employed SEM and fsQCA to examine the influence mechanism of service robot comprehensively attributes on user experience. The results of the SEM study showed that the attributes of perceived usefulness, perceived ease of use, anthropomorphism, and service remediation ability of service robots positively influenced customers’ willingness to co-create value, thereby further enhancing the user experience. The perceived privacy risk attribute did not significantly affect customers’ willingness to co-create value. The fsQCA analysis further identified multiple effective configurations, including antecedent configurations with high customer willingness to co-create value, high usage intention, high satisfaction, and high forgiveness intention as outcome variables. This study, through a combination of methods, revealed the complex experiences users encounter during interactions with service robots and regarded customers’ willingness to participate in value creation as a front-end psychological mechanism, providing a new theoretical perspective on the value co-creation process in human–machine collaboration. At the same time, this study, from the user perspective, provided strategies for optimizing user experience and service deployment for Chinese hotel managers.