Purpose: The study aims to propose a triadic interaction model to assess the effect of customer–customer (C2C), employee–customer and robot–customer interactions on customer voluntary performance in the context of smart dining.

Design/methodology/approach: An explanatory sequential mixed methods design was used. First, a quantitative study surveyed Foodom patrons to assess the impact of triadic interactions on customer voluntary performance. The mediating role of trust and social support and the moderating effect of the need to belong were also explored. A post hoc study (Study 2) analyzed online comments to validate and complement the survey findings.

Findings: While all interactions promote social support, the C2C interactions significantly correlate with customer trust. Moreover, customer voluntary performance is influenced by both customer trust and social support, while the need to belong remains as a moderator. Findings from Study 2 consolidate and enrich the relationships identified in Study 1.

Research limitations/implications: This research reveals that patrons in smart dining still value interactions with employees and other diners. It enriches the stream of work on interaction quality by illuminating how different types of interactions could co-create value for customers, subsequently fostering voluntary behavior in smart dining contexts.

Originality/value: This research explores how patrons perceive interactions with robots in smart hospitality, highlighting their impact on trust and social support. It also sheds light on how interactions among robots, employees and customers influence customer voluntary performance, emphasizing the role of the need to belong in moderating relationships in this setting.

摘要

研究目的 – 本研究旨在提出一个三元交互模型，以评估顾客与顾客（C2C）、员工与顾客（E2C） 以及机器人与顾客（R2C）之间的交互对智能餐饮环境下顾客自愿行为的影响。

研究方法 – 本研究使用了解释性的混合研究方法。首先，采用定量研究调查智能餐厅的顾客，以评 估智能餐厅中的多重互动对顾客自愿行为的影响，该阶段研究还探讨了顾客信任和社会支持的中介 作用以及个体归属需求的调节作用。第二阶段的事后研究采用质性研究方法对网络评论文本进行编 码分析，以验证和补充阶段1的研究结果。

研究发现 – 研究发现表明所有类型的互动行为都与社会支持有着显著的相关关系，且顾客与顾客之 间的互动与客户信任有显著相关性。此外，顾客自愿行为受到信任和社会支持的影响，归属感需求 在其中具有调节作用。研究2的结果巩固并丰富了研究1中确定的关系。

研究创新 – 本研究探讨了顾客如何看待智能餐厅中与机器人的互动，明确了它们对信任和社会支持 的影响。研究还揭示了机器人、员工和顾客之间的互动如何影响顾客的自愿行为，强调了归属需求 在上述关系中的调节作用。