The role of the human-robot interaction in consumers? acceptance of humanoid retail service robots

被引:138
作者
Song, Christina Soyoung [1 ]
Kim, Youn-Kyung [2 ]
机构
[1] Illinois State Univ, Dept Family & Consumer Sci, Fash Design & Merchandising, 126A Turner Hall,Campus Box 5060, Normal, IL 61790 USA
[2] Univ Tennessee, Dept Retail Hospitality & Tourism Management, 110 Jessie Harris Bldg,1215 W Cumberland Ave, Knoxville, TN 37996 USA
关键词
Artificial intelligence; CASA; Human-robot interaction; Humanoid; Service robot; Technology acceptance; USER ACCEPTANCE; ARTIFICIAL-INTELLIGENCE; TECHNOLOGY; MODEL; ATTITUDES; MACHINES; ANXIETY; UNCANNY;
D O I
10.1016/j.jbusres.2022.03.087
中图分类号
F [经济];
学科分类号
02 ;
摘要
The Retail Service Robot (RSR) is a humanoid robot that uses AI service automation to provide customized shopping assistance. Based upon Computers-Are-Social-Actors theory, this study investigates: (1) The way RSRs' usefulness, social capability, and appearance facilitate Human-Robot Interaction (HRI); (2) whether anxiety toward robots inhibits the relations between RSRs' facilitators and HRI, and (3) whether HRI affects anticipated service quality and ultimately the acceptance of RSRs. The study incorporates interviews, video clip stimuli, and empirical data collection (n = 1362) in fashion, technology, and food-service. The results reveal that RSRs' facilitators such as usefulness, social capability, and appearance influence attitudes toward HRI positively, which in turn, predict anticipation of better service quality and greater acceptance of RSRs, and demonstrate the moderating role of anxiety toward robots between RSRs' facilitators and attitudes toward HRI. The findings provide theoretical and practical implications for the adoption of RSRs and development of effective HRI.
引用
收藏
页码:489 / 503
页数:15
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