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A Process Mechanism Study of the Impact of Service Robot Anthropomorphic Features on Users' Continuous Usage Intention

Received: 31 May 2022     Published: 1 June 2022
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Abstract

Robots replacing the work of human employees is no longer a novelty. In the manufacturing industry, a large number of front-line employees have already been replaced by machines. With the maturity and development of robotics, the replacement of humans with machines is gradually shifting from the manufacturing industry to the service industry. The process by which robotic features affect users' willingness to use under intelligent services has been a hot topic in business management and academic research in recent years. However, anthropomorphism as an intuitive external feature, few studies have explored the process mechanisms of such features on customers' continuous usage intention. Based on Social information processing theory, the article investigates the mechanism by which anthropomorphic appearance features of service robots affect users' continuous usage intention. The results show that users' tendency to anthropomorphize the appearance of service robots positively influences continuous usage intention through the partial mediation of perceived usefulness and perceived enjoyment. In addition, the level of empathy of the service robot moderates the effect of anthropomorphism on perceived usefulness and perceived hedonicity. The findings of this study enrich the research on the processes that influence users' continuous usage intention in service encounters and also provide a useful reference for the management practices of service companies.

Published in Science Journal of Business and Management (Volume 10, Issue 2)
DOI 10.11648/j.sjbm.20221002.16
Page(s) 99-106
Creative Commons

This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.

Copyright

Copyright © The Author(s), 2022. Published by Science Publishing Group

Keywords

AI Empathy, Anthropomorphism, User Perception, Continuous Usage Intention, Service Robot

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  • APA Style

    Shi Yunxia, Zhang Rumeng, Ma Chunhao. (2022). A Process Mechanism Study of the Impact of Service Robot Anthropomorphic Features on Users' Continuous Usage Intention. Science Journal of Business and Management, 10(2), 99-106. https://doi.org/10.11648/j.sjbm.20221002.16

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    ACS Style

    Shi Yunxia; Zhang Rumeng; Ma Chunhao. A Process Mechanism Study of the Impact of Service Robot Anthropomorphic Features on Users' Continuous Usage Intention. Sci. J. Bus. Manag. 2022, 10(2), 99-106. doi: 10.11648/j.sjbm.20221002.16

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    AMA Style

    Shi Yunxia, Zhang Rumeng, Ma Chunhao. A Process Mechanism Study of the Impact of Service Robot Anthropomorphic Features on Users' Continuous Usage Intention. Sci J Bus Manag. 2022;10(2):99-106. doi: 10.11648/j.sjbm.20221002.16

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  • @article{10.11648/j.sjbm.20221002.16,
      author = {Shi Yunxia and Zhang Rumeng and Ma Chunhao},
      title = {A Process Mechanism Study of the Impact of Service Robot Anthropomorphic Features on Users' Continuous Usage Intention},
      journal = {Science Journal of Business and Management},
      volume = {10},
      number = {2},
      pages = {99-106},
      doi = {10.11648/j.sjbm.20221002.16},
      url = {https://doi.org/10.11648/j.sjbm.20221002.16},
      eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.sjbm.20221002.16},
      abstract = {Robots replacing the work of human employees is no longer a novelty. In the manufacturing industry, a large number of front-line employees have already been replaced by machines. With the maturity and development of robotics, the replacement of humans with machines is gradually shifting from the manufacturing industry to the service industry. The process by which robotic features affect users' willingness to use under intelligent services has been a hot topic in business management and academic research in recent years. However, anthropomorphism as an intuitive external feature, few studies have explored the process mechanisms of such features on customers' continuous usage intention. Based on Social information processing theory, the article investigates the mechanism by which anthropomorphic appearance features of service robots affect users' continuous usage intention. The results show that users' tendency to anthropomorphize the appearance of service robots positively influences continuous usage intention through the partial mediation of perceived usefulness and perceived enjoyment. In addition, the level of empathy of the service robot moderates the effect of anthropomorphism on perceived usefulness and perceived hedonicity. The findings of this study enrich the research on the processes that influence users' continuous usage intention in service encounters and also provide a useful reference for the management practices of service companies.},
     year = {2022}
    }
    

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    T1  - A Process Mechanism Study of the Impact of Service Robot Anthropomorphic Features on Users' Continuous Usage Intention
    AU  - Shi Yunxia
    AU  - Zhang Rumeng
    AU  - Ma Chunhao
    Y1  - 2022/06/01
    PY  - 2022
    N1  - https://doi.org/10.11648/j.sjbm.20221002.16
    DO  - 10.11648/j.sjbm.20221002.16
    T2  - Science Journal of Business and Management
    JF  - Science Journal of Business and Management
    JO  - Science Journal of Business and Management
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    EP  - 106
    PB  - Science Publishing Group
    SN  - 2331-0634
    UR  - https://doi.org/10.11648/j.sjbm.20221002.16
    AB  - Robots replacing the work of human employees is no longer a novelty. In the manufacturing industry, a large number of front-line employees have already been replaced by machines. With the maturity and development of robotics, the replacement of humans with machines is gradually shifting from the manufacturing industry to the service industry. The process by which robotic features affect users' willingness to use under intelligent services has been a hot topic in business management and academic research in recent years. However, anthropomorphism as an intuitive external feature, few studies have explored the process mechanisms of such features on customers' continuous usage intention. Based on Social information processing theory, the article investigates the mechanism by which anthropomorphic appearance features of service robots affect users' continuous usage intention. The results show that users' tendency to anthropomorphize the appearance of service robots positively influences continuous usage intention through the partial mediation of perceived usefulness and perceived enjoyment. In addition, the level of empathy of the service robot moderates the effect of anthropomorphism on perceived usefulness and perceived hedonicity. The findings of this study enrich the research on the processes that influence users' continuous usage intention in service encounters and also provide a useful reference for the management practices of service companies.
    VL  - 10
    IS  - 2
    ER  - 

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Author Information
  • School of Management, Shandong Technology and Business University, Yantai, China

  • School of Management, Shandong Technology and Business University, Yantai, China

  • School of Management, Shandong Technology and Business University, Yantai, China

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