Abstract
ABSTRACT This study explores how the anthropomorphic attributes of service robots influence employees’ cognitive crafting through positive emotional responses, with particular attention to the moderating role of interaction frequency in this process. Two complementary research methods were designed for this study. After conducting a preliminary pilot experiment with 35 participants to initially validate our hypotheses, an experiment with 150 hospitality industry employees (Study 1) was conducted online to examine the hypothesized relations. Finally, a survey of 233 hotel employees (Study 2) was carried out online, and a moderated mediation model was used to analyze the relationships between robot anthropomorphism, interaction frequency, positive emotions, and cognitive crafting. The results show that the anthropomorphic features of service robots significantly enhance employees’ positive emotions, thereby promoting cognitive crafting, with increased interaction frequency further amplifying this mediating effect. This study provides empirical evidence for human-robot interaction optimization and insights for robotic system implementation in hospitality.
Published Version
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