Abstract
The rapid adoption of service robots has altered employees’ role boundaries and tasks. Anthropomorphism plays a key role in understanding human responses to robots. However, empirical research on how anthropomorphism influences employees’ cognitive and behavioral responses is lacking. Based on the transactional model of stress and coping, this study builds a conceptual model to reveal how the anthropomorphism of service robots affects employees’ service behavior. An analysis of 295 valid questionnaire responses shows that the anthropomorphism of service robots affects employees’ service behavior through warmth and smart technology, artificial intelligence, robotics, and algorithms (STARA) awareness. Further, a competitive psychological climate strengthens the impact of the anthropomorphism of service robots on STARA awareness and weakens its effect on warmth.
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