Abstract: Service failure of hotel robots is unavoidable,but theoretical researches on it is very infrequent.Based on responsibility attribution theory and mind perception theory,this paper constructed a theoretical model of the effect of failure types on responsibility attribution through perceived controllability and analyzed the moderating effect of mind perception,by using scenario simulation method with delivery robot as experimental object.The results show that comparing with outcome failure,process failure more likely make customers to attribute responsibility to robots.This is because customers think that process failure is more controllable for robots than outcome failure.When a customer’s mind perception of the robot is high,the failure type will affect the responsibility attribution through perceived controllability,and when low,the failure type does not affect responsibility attribution through perceived controllability.The author believes that these findings can not only improve the insufficient researches on robot service failure,but also provide important inspirations for hotel robot service failure management.

Key words: hotel robot, service failure, attribution of responsibility, mind perception