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旅游导刊 ›› 2023, Vol. 7 ›› Issue (2): 55-78.DOI: 10.12054/lydk.bisu.220

• 研究论文 • 上一篇    下一篇

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

吴慈恩1(), 皮平凡2, 关新华1   

  1. 1.广东财经大学文化旅游与地理学院 广东广州 510320
    2.广东财经大学国际商学院 广东广州 510320
  • 收稿日期:2022-11-22 修回日期:2023-02-11 出版日期:2023-04-30 发布日期:2023-05-23
  • 作者简介:吴慈恩(1998— ),女,广东中山人,广东财经大学文化旅游与地理学院硕士研究生,研究方向:旅游企业运营与管理。E-mail:1019648428@qq.com
    皮平凡(1968— ),男,湖南益阳人,广东财经大学国际商学院教授,研究方向:旅游企业管理和服务营销。
    关新华(1985— ),女,山西离石人,博士,广东财经大学文化旅游与地理学院副教授,研究方向:旅游企业管理和服务营销。
  • 基金资助:
    本研究受2022年广东省科技创新战略专项资金项目(pdjH2022b0213)

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

WU Ci’en1(), PI Pingfan2, GUAN Xinhua1

  1. 1. School of Culture Tourism and Geography, Guangdong University of Finance and Economics, Guangzhou 510320, China
    2. International Business School, Guangdong University of Finance and Economics, Guangzhou 510320, China
  • Received:2022-11-22 Revised:2023-02-11 Online:2023-04-30 Published:2023-05-23

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

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