信息线索对消费者服务型机器人使用意愿的影响研究

The Influence of Information Cues on Consumers'Intention to Use Service Robots

在“十四五”时期,随着人工智能科技的发展,服务型机器人的应用支持了零接触消费模式的实施与普及,对疾病流行环境下的消费产生了积极影响。为了研究信息线索对服务型机器人使用意愿的影响,本文从疾病信息入手,通过三个实验探究信息线索对消费者使用服务型机器人意愿的影响及其内在机制,结果表明:疾病信息线索会增强消费者对服务型机器人的使用意愿,对感知风险起到中介作用。另外,机器人能力调节感知风险的中介作用。在弱机器人能力下,消费者感知风险在疾病信息线索对机器人使用意愿的影响中起中介作用;在强机器人能力下,消费者感知风险在疾病信息线索对机器人使用意愿的影响中的中介作用不显著。从客观环境因素的角度分析,本文研究结论补充了关于服务型机器人使用意愿影响因素的研究发现,并为零接触消费繁荣做出贡献。

During the"14th Five-Year Plan"period,with the development of artificial intelligence technology,the application of service robots has ensured the implementation of zero-contact consumption pattern,positively impacting consumer behavior in epidemic environments.To investigate the influence of information cues on the willingness to use service robots,this study constructs a moderated mediation model from the perspective of disease information.This model suggests that disease information cues affect the willingness to use service robots through the mediation of perceived risk,and that the ability of robots moderates the mediation effect of perceived risk.The results of three experiments demonstrate that exposure to disease information cues increases perceived risk,thereby enhancing consumers'willingness to use service robots,with perceived risk playing a mediating role.The mediating effect of robot ability on perceived risk varies.Under high robot ability condition,perceived risk does not act as a mediator.By contrast,under low robot ability condition,perceived risk acts as a mediator.From the perspective of objective environmental factors,this study supplements the research on factors influencing the wiingness to use service robots and contributes to the prosperity of zero-contact consumption.