摘要
工业革命4.0开启智能服务时代,提升智能服务以满足消费者需求是推动服务业产业转型升级的重要动力。服务型机器人是提供智能服务的重要媒介,精准洞察中国消费者对服务型机器人的使用意愿及其影响因素是加快补齐当前智能服务短板的关键之一。鉴于此,文章基于技术接受模型理论,构建中国消费者服务型机器人接受模型,探究智能服务情境下机器人功能、消费者情感和社会影响等因素对服务型机器人使用意愿的影响。文章以517名服务业消费者为样本,进行结构方程模型分析。结果表明,感知易用性、感知有用性、社会影响、感知愉悦性和感知信任显著正向影响消费者使用意愿。此外,文章在智能服务背景下进一步明确了各层次因素之间的相互影响作用。最后,基于研究结论,为提高顾客对服务型机器人技术接受意愿,促进酒店业智能服务,以及未来研究提出了一系列建议。
The Fourth Industrial Revolution(4IR)-characterized by the fusion of the digital,biological,and physical worlds,as well as the growing utilization of new technologies such as artificial intelligence,genetic engineering,cloud computing,robotics,3D printing,synthetic biology,big data,and advanced wireless technologies,among othershas ushered in a new era of intelligent services.The expansion and upgrade of the service business is driven by improving intelligent and technology-enabled services to fulfill customer demand and align products and services to create great value in a competitive price environment.Service robots continue to permeate and automate the retail,hospitality,food service and many other consumer-facing spaces.Service robots are a crucial medium for providing emotional and social services at the level humans can.China has been the world's largest market for industrial robots.China has pledged to aim to become an innovation hub for the global robotics industry by 2025,as its automation at the industrial level is now expanding to the consumer level in the whole country.Understanding Chinese consumers'willingness to use them and the psychological factors that influence usage intention is one of the keys to address intelligent service deficiencies and improve its problem-solving abilities.The objective of this study is to develop a Chinese consumer service robot acceptance model based on the traditional technology acceptance model,and investigate the impact of factors such as robot function,consumer emotion,and social influence on consumers'willingness to use them in the intelligent service context.Structural equation modeling was performed on a sample of 517 service robots users.The results demonstrated that consumers'intention to use was significantly influenced by perceived ease of use,perceived usefulness,social influence,perceived pleasure,and perceived trust.In the context of intelligent services,this research also discovered the interplay between elements at multiple levels.The results are discu
作者
李军
宋晨鹏
叶浩彬
LI Jun;SONG Chenpeng;YE Haobin(School of Tourism Management,South China Normal University,Guangzhou 510006,China;Southern Marine Science and Engineering Guangdong Laboratory(Zhuhai),Zhuhai 519080,China)
出处
《旅游学刊》
CSSCI
北大核心
2023年第6期136-150,共15页
Tourism Tribune
基金
广东省哲学社会科学“十三五”规划项目“基于全链追踪、平台联动、情感互动机制的企业智能化营销体系建构——以粤港澳大湾区为例”(GD19CGL31)资助。
关键词
智能服务
服务型机器人
技术接受模型
使用意愿
smart service
service robots
technology acceptance model
intention to use
