酒店机器人服务失败责任归因研究:失败类型与心灵感知的影响  

A Study on the Attribution of Responsibility for Hotel Robot Service Failure:The Influence of Failure Types and Mind Perception

作　　者：侯如靖[1] HOU Rujing(School of Economics and Management,Tianjin University of Technology and Education,Tianjin 300222,China)

机构地区：[1]天津职业技术师范大学经济与管理学院,天津300222

出　　处：《旅游科学》2021年第4期97-107,共11页Tourism Science

基　　金：天津市哲学社会科学规划青年项目“在线旅游社区成员行为与管理策略研究”(TJGLQN17-015)。

摘　　要：酒店机器人难免会出现服务失败,但对其的理论研究却非常少见。因此,基于责任归因理论与心灵感知理论,文章构建失败类型通过可控性感知作用于责任归因的理论模型,并考虑心灵感知的调节效应,采用以配送机器人为实验对象的情景模拟法,研究发现:过程失败相比结果失败更能使顾客将责任归因于机器人,这是因为顾客认为机器人对过程失败的可控性高于结果失败。当顾客对机器人的心灵感知水平评价高时,失败类型会通过可控性感知影响责任归因;但当顾客对机器人的心灵感知水平评价低时,失败类型不会通过可控性感知影响责任归因。文章不仅完善机器人服务失败相关研究的不足,而且还对酒店机器人服务失败管理有重要启示。Service failure of hotel robots is unavoidable,but theoretical researches on it is very infrequent.Based on responsibility attribution theory and mind perception theory,this paper constructed a theoretical model of the effect of failure types on responsibility attribution through perceived controllability and analyzed the moderating effect of mind perception,by using scenario simulation method with delivery robot as experimental object.The results show that comparing with outcome failure,process failure more likely make customers to attribute responsibility to robots.This is because customers think that process failure is more controllable for robots than outcome failure.When a customer’s mind perception of the robot is high,the failure type will affect the responsibility attribution through perceived controllability,and when low,the failure type does not affect responsibility attribution through perceived controllability.The author believes that these findings can not only improve the insufficient researches on robot service failure,but also provide important inspirations for hotel robot service failure management.

关 键 词：酒店机器人 服务失败 责任归因 心灵感知 

分 类 号：F719.2[经济管理—产业经济]