服务机器人属性对消费者实现型幸福感的影响研究

Research on the Impact of Service Robot Attribute on Consumer Realized Well-being

当今,机器人越来越多地出现于商业场所,服务中的人际交互转变为人机交互,是否同样能给消费者带来幸福感呢?基于自我决定理论,本文探讨服务机器人属性对消费者实现型幸福感的影响。通过对255份问卷样本数据进行实证分析,结果发现:服务机器人属性对消费者实现型幸福感有显著正向影响;自我控制在服务机器人属性和实现型幸福感间起中介作用;消费者的社交焦虑正向调节服务机器人属性与实现型幸福感的关系,并且加强了自我控制在服务机器人属性与实现型幸福感之间的中介作用;感知隐私风险负向调节了服务机器人属性与实现型幸福感的关系,并且削弱了自我控制在服务机器人属性与实现型幸福感之间的中介作用。

Nowadays,robots are increasingly appearing in commercial places,and interpersonal interaction in services is transforming into human-computer interaction.Can it also bring consumers well-being?Based on the self-determination and service-oriented logic theories,this study discusses how service robots influence consumer realized well-being during the human-robot interaction.The empirical results show that:service robot attributes have a significant positive impact on consumer realized well-being;self-control plays a mediating role between service robot attributes and consumer realized well-being;social anxiety positively regulates the relationship between service robot attributes and realized well-being;perceived privacy risk negatively regulates the relationship between service robot attributes and realized well-being.Our results indicate that there is a link between service robots attributes and consumer realized well-being and consumer self-control plays as the underlying mechanism,leading to possible implications on application of service robots in the service scenario.