How does the anthropomorphism of service robots impact employees’ role service behavior in the workplace?

International Journal of Hospitality Management, Год журнала: 2024, Номер 122, С. 103857 - 103857

Опубликована: Июль 24, 2024

Язык: Английский

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Robots in service: how robot capabilities and personalities drive customer value co-creation and satisfaction

International Journal of Contemporary Hospitality Management, Год журнала: 2025, Номер unknown

Опубликована: Янв. 9, 2025

Purpose Customer value co-creation in robots-mediated hospitality encounters involves active collaboration between customers and robots. In such encounters, robot capabilities, which are their functionalities or operational competences, personalities, interactive behaviors communication styles, play a key role enhancing customer co-creation. The purpose of this study is to draw on service dominant logic examine the capabilities personalities determining satisfaction. Design/methodology/approach authors adopted mixed-methods research approach. A netnographic analysis was conducted online reviews for robotic hotels restaurants identify that shaped experiences. Following this, quantitative (survey) investigate effects Findings From analysis, identified cognitive, technical, interactional, emotional, personalization autonomous as influencing findings follow-up empirical showed higher-order construct positively influences co-creation, which, turn, affects Furthermore, extroversion personality moderates relationship, robots with high levels result greater when possess compared introversion personalities. Practical implications This advances understanding robot-mediated by emphasizing crucial factors effective sector. it offers actionable insights providers selection satisfaction successful Originality/value While previous has predominantly focused acceptance interaction settings, present examined how facilitate customers. Specifically, explores shaping perceptions. few recent studies customer-robot interactions have considered specific capabilities. However, given services experiential nature involve various tasks, broad range should be comprehensive process. By addressing gap, novel into what (capabilities) (extraversion personality)

Язык: Английский

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Howdy, Robo-Partner: exploring artificial companionship and its stress-alleviating potential for service employees

Journal of service management, Год журнала: 2024, Номер unknown

Опубликована: Авг. 18, 2024

Purpose The emergence of new generations artificial intelligence (AI), such as ChatGPT or Copilot has brought about a wave innovation in the service workplace. These robotic agents can serve companions, helping employees cope with work-related stress. This research introduces concept “artificial companionship,” which explains how function partners assisting to fulfill their job responsibilities and maintain mental well-being. Design/methodology/approach uses mixed methods approach grounded social support theory from psychology management develop conceptual framework for stress-alleviating implications companionship. A qualitative employee survey is conducted justify relevance propositions. Findings delineates It highlights four distinct roles that AI play companionship – instrumental, informative, caring, intimate. Building on this foundation, presents series propositions elucidate potential mitigating stress among employees. Practical Firms should consider aligning types demands inherent employees’ better reinforce resilience sustainment overcoming challenges. Originality/value perspective through lens theory. extends current understanding human-robot collaboration workspaces derives set guide future investigations.

Язык: Английский

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Service robot–employee task allocation strategies: well-being within the intrusion challenge

Journal of service management, Год журнала: 2025, Номер unknown

Опубликована: Янв. 1, 2025

Purpose Previous research has not considered the impact on human frontline employees (FLEs) of altered employee–customer relationships in presence a service robot (i.e. an intrusion challenge), nor how FLEs may respond. The purpose this study is to explore task allocation strategies by employees’ (FLE) work well-being responses within challenge. Design/methodology/approach This employs mixed-method approach, whereby in-depth qualitative (Study 1, n = 15) followed quantitative field 2, 81). Findings Results indicate that experience challenge, impacting social, purpose, physical and community well-being. Study 1 reveals while robots trigger use them for maintain their initial state. 2 shows using instead colleagues positively affects FLE Practical implications Service robots, as strategy FLEs, can be used empower assisting preserve Originality/value one first involve from live site, where data based personal lived experiences rather than anticipated experiences. investigate respond

Язык: Английский

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No man is an island: Will service robots reduce employee loneliness?

Tourism Management, Год журнала: 2025, Номер 109, С. 105151 - 105151

Опубликована: Фев. 8, 2025

Язык: Английский

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Can Emotional Quotient Boost Intelligence Quotient? The Influence of Service Robots' Communication Styles on Tourists' Memorable Experiences

International Journal of Tourism Research, Год журнала: 2025, Номер 27(2)

Опубликована: Март 1, 2025

ABSTRACT There has been insufficient research on how the emotional‐ and intelligence‐related shortcomings of service robots may be compensated for to enhance tourist experience. In this study, we explore influence robots' communication style tourists' memorable tourism experiences through three situational experiments involving different backgrounds groups subjects. The findings indicate that when use social‐oriented (vs. task‐oriented) emphasizing emotional intelligence, tourists have more experiences. Perceived warmth intelligence mediate relationship between At same time, a higher level anthropomorphism in appearance robots, along with familiarity technology, enhances positive effects socially oriented communication. These conclusions contribute literature human–robot interaction provide guidance using scenic destinations.

Язык: Английский

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Understanding the critical antecedents of employee–service robot collaboration: an investigation with the protection motivation theory

The Bottom Line Managing Library Finances, Год журнала: 2025, Номер unknown

Опубликована: Апрель 4, 2025

Purpose Today, the widespread use of robotic technologies in service sector has created need for a deeper understanding factors affecting human−robot collaboration. By examining such as robot awareness, change-oriented leadership and employee motivations (approach avoidance) within framework protection motivation theory (PMT), this study aims to provide insights into psychological organizational that influence employee−service (E-SR) This also sheds light on how collaboration influences employees’ intentions robots their actual usage behavior, ultimately contributing developing more effective strategies integrating environments. Design/methodology/approach The 220 valid questionnaires collected from employees were analyzed using partial least squares structural equation modeling. Findings found approach have significant positive effects E-SR In contrast, avoidance did not show effect addition, was shown significantly affect robots, which turn impacted behavior. Practical implications findings offer valuable industrial leaders policymakers, suggesting enhancing could improve sector. fostering environments where awareness are emphasized, organizations can engagement with thereby optimizing automation. Originality/value contributes literature by applying PMT understand It uniquely explores role shaping collaborative interactions provides empirical evidence connection between collaboration, behavior adoption.

Язык: Английский

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What happens after the arrival of service robots? Investigating how robotic usage experience facilitates employees’ exploitative and exploratory learning behaviors

International Journal of Hospitality Management, Год журнала: 2024, Номер 123, С. 103936 - 103936

Опубликована: Сен. 27, 2024

Язык: Английский

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Artificial intelligence through the lens of hospitality employees: A systematic review

International Journal of Hospitality Management, Год журнала: 2024, Номер 124, С. 103986 - 103986

Опубликована: Ноя. 7, 2024

Язык: Английский

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Taking a stand or standing aside? How to conceptualize the emerging phenomenon of university activism

The International Journal of Management Education, Год журнала: 2024, Номер 22(3), С. 101014 - 101014

Опубликована: Июнь 25, 2024

This study aims to conceptualize an emerging and still understudied phenomenon, defined as university activism. Academic institutions appear be following the same path activist businesses, thus, entering a complex yet highly intriguing political arena. Today, more than ever, with conflicts ongoing in various parts of world geopolitical tensions, role universities is becoming extremely central. Drawing on two structured significant literature fields - namely, corporate activism public engagement this research employs multiple case approach, gathering analyzing data from fifty high-ranked American using Abductive Grounded Theory approach. The results provide comprehensive definition identify its key explanatory factors. These are thoroughly discussed synthesized into framework "4 W University Activism", which delineates efforts, potentially involved actors, target audience, where communicated. Lastly, offers implications for scholars directing future novel topic, understanding implementing strategies, policymakers comprehending potential supporting implementation.

Язык: Английский

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