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| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 韓廷允 | zh_TW |
| dc.contributor.advisor | JungYun Han | en |
| dc.contributor.author | 李玉瑜 | zh_TW |
| dc.contributor.author | Andrea Denice Ang Dee | en |
| dc.date.accessioned | 2024-07-02T16:11:49Z | - |
| dc.date.available | 2024-07-03 | - |
| dc.date.copyright | 2024-07-02 | - |
| dc.date.issued | 2024 | - |
| dc.date.submitted | 2024-06-24 | - |
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Determinants of Customer-Perceived Service Quality in Fast-Food Restaurants and Their Relationship to Customer Satisfaction and Behavioral Intentions. The Quality Management Journal, 15, 35-50. https://doi.org/10.1080/10686967.2008.11918065 Raisch, S., & Krakowski, S. (2020). Artificial Intelligence and Management: The Automation-Augmentation Paradox. https://doi.org/10.5465/2018.0072 Richardson, S., Lefrid, M., Jahani, S., Munyon, M. D., & Rasoolimanesh, S. M. (2019). Effect of dining experience on future intention in quick service restaurants. British Food Journal, 121(11), 2620-2636. https://doi.org/10.1108/BFJ-09-2018-0617 Rust, R. T., & Huang, M.-H. (2012). Optimizing Service Productivity. Journal of Marketing, 76(2), 47-66. https://doi.org/10.1509/jm.10.0441 Shin, H., & Jeong, M. (2020). Guests’ perceptions of robot concierge and their adoption intentions. International Journal of Contemporary Hospitality Management, ahead-of-print. https://doi.org/10.1108/IJCHM-09-2019-0798 Statista. (2023a). Revenue of Jollibee Foods Corporation in the Philippines from financial year 2014 to 2022. https://www.statista.com/statistics/1061442/philippines-revenue-jollibee-foods-corporation/ Statista. (2023b). Robotics - Philippines. https://www.statista.com/outlook/tmo/robotics/philippines Stefanie. (2021). The Cost of High Staff Turnover in the Food Industry. Retrieved April 11, 2024, from https://www.imonitor.net/blog-posts/the-cost-of-high-staff-turnover-in-the-food-industry Thomas, A., & Deshmukh, R. (2020). PHILIPPINES QUICK SERVICE RESTAURANTS MARKET Opportunity Analysis and Industry Forecast, 2019-2026. Retrieved January 22, 2024, from https://www.alliedmarketresearch.com/philippines-quick-service-restaurants-market-A06122 Tschang, T., & Almirall, E. (2020). Artificial Intelligence as Augmenting Automation: Implications for Employment. 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| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/92832 | - |
| dc.description.abstract | This research examines the impact of service robots in the Quick Service Restaurant (QSR) industry in the Philippines, focusing on Jollibee Food Corporation’s Jollibot. Despite the low labor costs in the country, there is a growing recognition of robotics and AI across various sectors. Using a qualitative case study approach, the study investigates Jollibot’s effects on financials, operations, employee satisfaction, and customer experience through onsite observations at branches with and without Jollibot, and interviews with relevant stakeholders. The research utilizes the Service Quality Model to evaluate Jollibot's perceived service quality. Findings indicate that while robotic technology has the potential to revolutionize the QSR industry, offering operational optimization, enhanced customer engagement, and improved employee morale, there are significant limitations. Jollibot’s inability to serve multiple tables simultaneously and the physical layout constraints of branches limited its productivity and efficiency compared to human staff. Despite initial high investment costs, Jollibot offers a cost-effective solution to the high turnover rates in QSRs by reducing the need for constant rehiring and retraining. Employee satisfaction remains stable due to reduced workloads and opportunities for skill enhancement and career growth. The introduction of service robots does not lead to job displacement but promotes human-robot collaboration. Customer experience is generally enhanced with the use of Jollibot, although there are areas for improvement in personalization. The study provides valuable insights for business owners aiming to optimize operations, engage customers better, and boost employee morale through the integration of robotic technology in the QSR industry. | zh_TW |
| dc.description.abstract | This research examines the impact of service robots in the Quick Service Restaurant (QSR) industry in the Philippines, focusing on Jollibee Food Corporation’s Jollibot. Despite the low labor costs in the country, there is a growing recognition of robotics and AI across various sectors. Using a qualitative case study approach, the study investigates Jollibot’s effects on financials, operations, employee satisfaction, and customer experience through onsite observations at branches with and without Jollibot, and interviews with relevant stakeholders. The research utilizes the Service Quality Model to evaluate Jollibot's perceived service quality. Findings indicate that while robotic technology has the potential to revolutionize the QSR industry, offering operational optimization, enhanced customer engagement, and improved employee morale, there are significant limitations. Jollibot’s inability to serve multiple tables simultaneously and the physical layout constraints of branches limited its productivity and efficiency compared to human staff. Despite initial high investment costs, Jollibot offers a cost-effective solution to the high turnover rates in QSRs by reducing the need for constant rehiring and retraining. Employee satisfaction remains stable due to reduced workloads and opportunities for skill enhancement and career growth. The introduction of service robots does not lead to job displacement but promotes human-robot collaboration. Customer experience is generally enhanced with the use of Jollibot, although there are areas for improvement in personalization. The study provides valuable insights for business owners aiming to optimize operations, engage customers better, and boost employee morale through the integration of robotic technology in the QSR industry. | en |
| dc.description.provenance | Submitted by admin ntu (admin@lib.ntu.edu.tw) on 2024-07-02T16:11:49Z No. of bitstreams: 0 | en |
| dc.description.provenance | Made available in DSpace on 2024-07-02T16:11:49Z (GMT). No. of bitstreams: 0 | en |
| dc.description.tableofcontents | Table of Contents
Acknowledgment iii Abstract iv Table of Contents v List of Tables and Figures viii List of Abbreviations ix CHAPTER 1: INTRODUCTION 1 1.1 Background 2 1.1.1 Quick Service Restaurant in the Philippines 2 1.1.2 Robot Market Overview and Trends in the Philippines 3 1.1.3 Company Overview: Jollibee Food Corporation 4 1.1.4 Robot Supplier: PuduRobotics 7 1.2 Research Problem 8 1.3 Research Aims and Objectives 9 1.4 Importance and Significance of the Study 10 1.5 Structure of the Thesis 11 CHAPTER 2: LITERATURE REVIEW 12 2.1 Artificial Intelligence, Automation vs. Augmentation 12 2.2 Robots in Quick Service Industry 13 2.3 Robots and Human Job Replacement 14 2.3.1 Potential positive impact of Robots for human service crew 15 2.3.2 Potential negative impact on Robots for human service crew 16 2.3.3 Opportunities for Robots-Human Collaboration 17 2.4 Gaps on Existing Knowledge 18 CHAPTER 3: METHODOLOGY 19 3.1 Research Approach 19 3.2 Research Design 19 3.3 Data Collection Method 22 CHAPTER 4: RESULTS 24 4.1 Jollibot’s Deployment and Employment Count 24 4.2 Financial Analysis 26 4.3 Operational Efficiency 28 4.4 Employee Satisfaction 32 4.5 Customer Experience 34 CHAPTER 5: DISCUSSION 36 5.1 Implications of Findings 36 5.1.1 Financial and Brand Impact 36 5.1.2 Suitable environment 38 5.1.3 Labor Turnover in the Philippines 42 5.1.4 Job Replacement, Human-Robot Collaboration, Employee Satisfaction 43 5.1.5 Customer’s Personalization 45 5.2 Case Study Comparison 46 5.3 Research Implications 50 5.4 Limitations of the Research 51 5.5 Areas for Future Research 51 CHAPTER 6: CONCLUSION 53 REFERENCES 54 APPENDIX A: STAFF COUNT AND JOB DESCRIPTIONS 60 APPENDIX B: TABLES 62 APPENDIX C: FIGURES 64 APPENDIX D: INTERVIEW QUESTIONS - EMPLOYEE 67 APPENDIX E: INTERVIEW TRANSCRIPT – SERVICE CREW 69 APPENDIX F: INTERVIEW TRANSCRIPT - CUSTOMER 78 APPENDIX F: INTERVIEW TRANSCRIPT – RSO 84 | - |
| dc.language.iso | en | - |
| dc.subject | Jollibot | zh_TW |
| dc.subject | Quick Service Restaurant | zh_TW |
| dc.subject | Service Robots | zh_TW |
| dc.subject | Augmentation | zh_TW |
| dc.subject | Jollibee Food Corporation | zh_TW |
| dc.subject | Quick Service Restaurant | en |
| dc.subject | Service Robots | en |
| dc.subject | Augmentation | en |
| dc.subject | Jollibot | en |
| dc.subject | Jollibee Food Corporation | en |
| dc.title | 機器人服務員的出現：以菲律賓Jollibee(快樂蜂公司)的Jollibot研究案為例 | zh_TW |
| dc.title | The Emergence of Service Robots: A Case Study on Jollibee’s Jollibot in the Philippines | en |
| dc.type | Thesis | - |
| dc.date.schoolyear | 112-2 | - |
| dc.description.degree | 碩士 | - |
| dc.contributor.oralexamcommittee | 謝冠雄;吳政衞 | zh_TW |
| dc.contributor.oralexamcommittee | Kuan-Hsiung Hsieh;Cheng-Wei Wu | en |
| dc.subject.keyword | Augmentation,Jollibee Food Corporation,Jollibot,Quick Service Restaurant,Service Robots, | zh_TW |
| dc.subject.keyword | Augmentation,Jollibee Food Corporation,Jollibot,Quick Service Restaurant,Service Robots, | en |
| dc.relation.page | 85 | - |
| dc.identifier.doi | 10.6342/NTU202401288 | - |
| dc.rights.note | 同意授權(全球公開) | - |
| dc.date.accepted | 2024-06-24 | - |
| dc.contributor.author-college | 管理學院 | - |
| dc.contributor.author-dept | 企業管理碩士專班 | - |
| 顯示於系所單位： | 管理學院企業管理專班(Global MBA) | |
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