机器人性能特征如何影响员工工作幸福感——基于创新抵制理论与资源保存理论的双重视角

doi:10.12054/lydk.bisu.220

摘要/Abstract

摘要：

随着人工智能技术的发展，服务机器人“走进”餐厅，与一线员工合作向顾客提供服务成为常态，服务机器人（Service Robot）的使用影响开始受到学术界关注，且目前的研究多“重顾客轻员工”。基于此，本研究从创新抵制与资源保存双重理论视角出发，构建了服务机器人四大性能特征与员工工作幸福感关系的概念模型，并采用Bootstrap法对机器人技术焦虑与员工工作投入的链式中介作用进行检验。研究发现：（1）餐饮服务机器人的生命力与感知安全两项性能特征对员工工作幸福感具有显著的间接影响，机器人技术焦虑与员工工作投入在生命力与感知安全两个变量与员工工作幸福感的关系间存在显著的链式中介效应；（2）餐饮服务机器人的生命力与感知安全显著地负向影响员工的机器人技术焦虑；（3）员工的机器人技术焦虑负向影响员工的工作投入，并会降低员工的工作幸福感；（4）工作投入能够提升员工工作幸福感。本研究拓展了餐饮领域服务机器人对员工的影响研究，丰富了服务机器人应用在员工层面的研究视角。

关键词: 餐饮服务机器人; 一线员工; 工作幸福感; 机器人技术焦虑; 工作投入

Abstract:

The development of artificial intelligence technology has normalized service robots cooperating with front-line employees in restaurants to deliver customer services. The effect of service robots has attracted the attention of several researchers. However, existing research has focused on the relationship between customers and robots, whereas research on employees and robots is limited. This study constructs a conceptual model of the four performance features of service robots and employees’ work well-being from the dual perspectives of innovation resistance theory and conservation of resources theory. Using bootstrapping to test the chain mediation effect of robot anxiety and work engagement, the following conclusions were drawn: (1) the animacy and perceived safety of the service robot have significant indirect effects on employees’ work well-being, and employees’ robot anxiety and work engagement have a significant chain mediated effect on the relationships of “animacy-work well-being” and “perceived safety-work well-being”; (2) the animacy and perceived safety of service robots negatively affect employees’ robot anxiety; (3) employees’ robot anxiety weakens their work engagement and reduces their work well-being; and (4) work engagement can improve employees’ work well-being. This study enriches research on the influence of robots on employees in service enterprises.

Keywords: service robots; frontline employees; work well-being; robot anxiety; work engagement

中图分类号:

吴慈恩, 皮平凡, 关新华. 机器人性能特征如何影响员工工作幸福感——基于创新抵制理论与资源保存理论的双重视角[J]. 旅游导刊, 2023, 7(2): 55-78.

WU Ci’en, PI Pingfan, GUAN Xinhua. How Do Robot’s Performance Characteristics Affect Employee’s Well-being at Work: A Dual Perspective Based on Innovation Resistance Theory and Conservation of Resource Theory[J]. Tourism and Hospitality Prospects, 2023, 7(2): 55-78.

图/表 7

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特征 Attribute	特征分布 Distribution	数量（人） Frequency	占比（%） Percentage	特征 Attribute	特征分布 Distribution	数量（人） Frequency	占比（%） Percentage
性别 Gender	男	143	45	受教育程度 Level of education	初中及以下	74	23.3
性别 Gender	女	175	55		中专/高中	147	46.2
年龄 Age	18~25岁	234	73.6		大专	76	23.9
	26~35岁	73	23.0		大学本科	17	5.3
	36~45岁	8	2.5		硕士及以上	4	1.3
	46~55岁	3	0.9	工龄 Working years	≤1年	79	24.8
	56岁及以上	0	0		1年<工龄≤3年	104	32.7
					3年<工龄≤5年	60	18.9
					5年<工龄≤10年	48	15.1
					>10年	27	8.5

特征 Attribute	特征分布 Distribution	数量（人） Frequency	占比（%） Percentage	特征 Attribute	特征分布 Distribution	数量（人） Frequency	占比（%） Percentage
性别 Gender	男	143	45	受教育程度 Level of education	初中及以下	74	23.3
性别 Gender	女	175	55		中专/高中	147	46.2
年龄 Age	18~25岁	234	73.6		大专	76	23.9
	26~35岁	73	23.0		大学本科	17	5.3
	36~45岁	8	2.5		硕士及以上	4	1.3
	46~55岁	3	0.9	工龄 Working years	≤1年	79	24.8
	56岁及以上	0	0		1年<工龄≤3年	104	32.7
					3年<工龄≤5年	60	18.9
					5年<工龄≤10年	48	15.1
					>10年	27	8.5

潜变量 Variable	题项 Issue	标准载荷 Standard load	检验统计量 Kaiser-Meyer-Olkin	平均提取方差值Average variance extracted	建构信度 Construct reliability
生命力 Animacy α=0.950	ANI1	0.933	0.921	0.769	0.952
	ANI2	0.916
	ANI3	0.791
	ANI4	0.782
	ANI5	0.918
	ANI6	0.908
亲和力 Likeability α=0.968	LIKE1	0.909	0.914	0.858	0.968
	LIKE2	0.934
	LIKE3	0.897
	LIKE4	0.944
	LIKE5	0.945
感知智力 Perceived intelligence α=0.967	PI1	0.945	0.918	0.853	0.967
	PI2	0.882
	PI3	0.893
	PI4	0.945
	PI5	0.951
感知安全 Perceived safety α=0.960	PS1	0.952	0.778	0.890	0.960
	PS2	0.939
	PS3	0.939
工作幸福感 Work well-being α=0.940	WB1	0.902	0.857	0.798	0.941
	WB2	0.921
	WB3	0.877
	WB4	0.873
机器人焦虑 Robot anxiety α=0.980	RAC1	0.923	0.960	0.817	0.980
	RAC2	0.937
	RAC3	0.926
	RAB1	0.916
	RAB2	0.935
	RAB3	0.922
	RAB4	0.921
	RAD1	0.824
	RAD2	0.906
	RAD3	0.905
	RAD4	0.820
工作投入 Work engagement α=0.980	WE1	0.922	0.962	0.846	0.980
	WE2	0.925
	WE3	0.931
	WE4	0.932
	WE5	0.931
	WE6	0.929
	WE7	0.876
	WE8	0.908
	WE9	0.924

潜变量 Variable	题项 Issue	标准载荷 Standard load	检验统计量 Kaiser-Meyer-Olkin	平均提取方差值Average variance extracted	建构信度 Construct reliability
生命力 Animacy α=0.950	ANI1	0.933	0.921	0.769	0.952
	ANI2	0.916
	ANI3	0.791
	ANI4	0.782
	ANI5	0.918
	ANI6	0.908
亲和力 Likeability α=0.968	LIKE1	0.909	0.914	0.858	0.968
	LIKE2	0.934
	LIKE3	0.897
	LIKE4	0.944
	LIKE5	0.945
感知智力 Perceived intelligence α=0.967	PI1	0.945	0.918	0.853	0.967
	PI2	0.882
	PI3	0.893
	PI4	0.945
	PI5	0.951
感知安全 Perceived safety α=0.960	PS1	0.952	0.778	0.890	0.960
	PS2	0.939
	PS3	0.939
工作幸福感 Work well-being α=0.940	WB1	0.902	0.857	0.798	0.941
	WB2	0.921
	WB3	0.877
	WB4	0.873
机器人焦虑 Robot anxiety α=0.980	RAC1	0.923	0.960	0.817	0.980
	RAC2	0.937
	RAC3	0.926
	RAB1	0.916
	RAB2	0.935
	RAB3	0.922
	RAB4	0.921
	RAD1	0.824
	RAD2	0.906
	RAD3	0.905
	RAD4	0.820
工作投入 Work engagement α=0.980	WE1	0.922	0.962	0.846	0.980
	WE2	0.925
	WE3	0.931
	WE4	0.932
	WE5	0.931
	WE6	0.929
	WE7	0.876
	WE8	0.908
	WE9	0.924

效应 Effects	路径关系 Paths	效应值 Effect	95%置信区间 95% Confidence interval	效果量% Effect size
直接效应 Direct effect	生命力→工作幸福感	0.094 4	[0.004 5，0.184 3]	10.269
中介效应 Mediating effect	生命力→机器人技术焦虑→ 工作幸福感	0.688 2	[0.595 8，0.782 7]	74.861
	生命力→工作投入→工作幸福感	0.056 3	[0.020 3，0.097 2]	6.124
	生命力→机器人技术焦虑→ 工作投入→工作幸福感	0.080 4	[0.028 5，0.135 9]	8.746
总中介效应 Total mediating effect	—	0.824 9	[0.732 9，0.918 0]	89.731
总效应 Total effect	—	0.919 3	[0.859 0，0.979 6]	100.000