是喜还是忧?服务机器人角色对员工幸福感的双路径影响机制--基于服务接待业人机互动情境的定性和定量研究  

Blessed or Not?The Dual-path Influence Mechanism of the Service Robots’Roles on Employee Wellbeing:A Mixed Research Design Based on the Employee-Service Robot Interaction in the Hospitality Service Context

作　　者：刘欣 谢礼珊[2] Liu Xin;Xie Lishan(Shenzhen Tourism College,Jinan University;School of Business,Sun Yat-sen University)

机构地区：[1]暨南大学深圳旅游学院 [2]中山大学管理学院

出　　处：《南开管理评论》2025年第3期124-135,160,共13页Nankai Business Review

基　　金：国家自然科学基金项目(72072187、72302099);中国博士后基金(2023M731312)资助。

摘　　要：服务机器人的应用改变了传统的服务运营方式,员工需要在变革技术嵌入的服务接触场景中开展工作。现有研究重点探索了顾客视角下的人机互动,尚未深入探讨服务机器人与员工之间的关系及其影响机制。本文基于社会认知理论和角色理论,采用定性与定量相结合的研究方法,探索服务机器人角色与员工幸福感之间的作用机制。定性研究是对43名服务接待业员工进行深度访谈,通过对访谈资料的扎根理论分析,构建服务机器人角色与员工工作体验的理论模型;定量研究是对1373名服务接待业员工进行线上和线下的问卷调查,进一步验证服务机器人角色对员工幸福感的双路径影响机制。研究发现:服务机器人在服务接待工作中的角色分为合作型角色与竞争型角色,两种角色对员工幸福感产生了不同影响;合作型角色通过角色重塑—工作意义的链式中介正向影响员工幸福感,竞争型角色通过身份威胁—工作疏离的链式中介负向影响员工幸福感;创新氛围调节了合作型角色与角色重塑之间的关系,技术焦虑调节了竞争型角色与身份威胁之间的关系。本文系统地探讨了服务机器人与员工幸福感之间的作用关系及边界条件,研究结论对服务接待企业机器人技术的应用与人力资源管理具有一定的启示意义。Transformative technologies such as artificial intelligence and service robots have been widely applied in service scenarios.The forms of service encounter are no longer limited to the binary interaction between customers and employees,but are gradually shifting towards more complex and diverse interaction patterns.After companies introduce service robot technology,employees begin to establish interactive connections with this special“colleague partner”,and the practice of service robots and employees jointly serving customers is becoming increasingly common.However,by reviewing the existing research,we find that the current research focus is mainly on the interaction between customers and service robots.Although researchers have begun to pay attention to the interaction between service robots and employees,the question of how service robot roles affect employee well-being has not yet been systematically explored.Based on this,this paper focuses on the human-robot interaction scenario between employees and service robots,exploring the impact relationship and boundary conditions between service robot roles and employee well-being.The research questions are specifically divided into the following three aspects:(1)In the service reception scenario,what exactly are the service robot roles perceived by employees,and do different types of service robot roles have different impacts on employee well-being?(2)What are the mediating mechanisms in different influence paths?(3)How do individual and organizational factors moderate the psychological impact of service robot roles on employees?To answer the above research questions,this paper employs social cognitive theory and role theory,and uses a mixed-method approach(including an interview and a survey)to explore the impact of service robots on employee well-being.Specifically,in Study 1,we conducted in-depth interviews with 43 employees from 14 service companies(including restaurants,hotels,telecommunications services,and e-commerce services).Through systematic analysi

关 键 词：服务机器人角色 角色重塑 身份威胁 工作意义 工作疏离 员工幸福感 

分 类 号：F272.92[经济管理—企业管理]