The role of experiential value, novelty, and satisfaction in robot barista coffee shop in South Korea: COVID-19 crisis and beyond

Abstract

The purpose of this study is to examine the effects of experiential value and novelty on the formation of customer satisfaction and behavioral intention towards a robot barista coffee shop (RBCS). For the analysis, a set of hypotheses was developed and tested based on data collected from 300 customers who had visited a RBCS in South Korea. The findings of the study confirmed the importance of atmosphere, novelty, and consumer return on investment as factors that influence satisfaction and behavior intention. This study contributes to the existing knowledge about experiential value by suggesting important factors that can predict consumer behavior towards RBCS and practical insights for coffee shop management according to untact consumption changes were proposed. © 2021, The Author(s), under exclusive licence to Springer-Verlag GmbH Germany, part of Springer Nature.