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

Shi Yunxia; Zhang Rumeng; Ma Chunhao

doi:doi:10.11648/j.sjbm.20221002.16

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

Shi Yunxia, Zhang Rumeng, Ma Chunhao

Published in Science Journal of Business and Management (Volume 10, Issue 2)

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 In the manufacturing industry, a large number of front-line employees have already been replaced by machines.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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TY  - JOUR
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
SP  - 99
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

Shi Yunxia

School of Management, Shandong Technology and Business University, Yantai, China
Zhang Rumeng

School of Management, Shandong Technology and Business University, Yantai, China
Ma Chunhao

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

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Plain Text BibTeX RIS

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

Copy | Download

@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}
}

Copy | Download

TY  - JOUR
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
SP  - 99
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  -

Copy | Download