Research on service robot adoption under different service scenarios

Abstract

In the future, service robots are expected to become an integral part of people's experience in the service field. However, customer adoption of service robots is still low due to factors such as mismatched service scenarios and customer perception barriers. Through three experiments, this study explored the effect of different service scenarios on service robot adoption and the underlying mechanisms. For credence service, customers had a significantly lower service robot adoption intention in the core component than in the peripheral component; however, customers' service robot adoption intentions in both the core and peripheral components for experience service were relatively high. Further, perceived uncertainty mediated the interaction effect between the service type and service component on service robot adoption intention. This study deepens our understanding of customer responses to service robots and provides actionable strategic support for service providers to implement service robots.