Purpose

This research empirically investigates how service employees' ratings of technology readiness (TRI), negative attitudes towards robots (NARS), Big Five personality traits (BFI) and emotional demands (ED) affect their willingness to work with service robots (WTW).

Design/methodology/approach

One set of data is collected from 410 service employees expected to work with service robots in Study 1. Another set of field data is collected from 102 employees working with service robots in Study 2. Hierarchical regression is used to test hypotheses about the impact of technology readiness, negative attitudes towards robots and Big Five personality traits on WTW. Additionally, the interactions of emotional demands in the workplace are analysed.

Findings

TRI-optimism and TRI-insecurity significantly affect WTW in Study 2 but are nonsignificant in Study 1. The impacts of NARS-emotions in interaction with robots and NARS-interaction with robots situations on WTW are significant in Study 1 but nonsignificant in Study 2. Moreover, BFI-neuroticism negatively affected WTW in Study 1, while these effects were nonsignificant in Study 2. Finally, emotional demands significantly interact with three of eleven dimensions of IVs in Study 1, but all interactions are nonsignificant in Study 2.

Practical implications

This research provides a guiding framework for service companies to screen employees expected to cowork with service robots, to enhance newly hired employees' WTW and to improve existing employees' WTW.

Originality/value

Integrating the characteristics of service employees, service robots and jobs into a theoretical framework, this research is the first to empirically examine the effects of service employees' several critical characteristics (technology readiness, negative attitudes towards robots and Big Five personality) on WTW and the moderation of job characteristics (emotional demands).

中文翻译：

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探讨服务员工的特征对其使用服务机器人的意愿的影响

目的

本研究实证调查了服务员工对技术准备度（TRI）、对机器人的消极态度（NARS）、大五人格特质（BFI）和情感需求（ED）的评级如何影响他们使用服务机器人（WTW）的意愿。

设计/方法论/途径

一组数据是从研究 1 中预计使用服务机器人的 410 名服务员工收集的。另一组现场数据是从研究 2 中使用服务机器人的 102 名员工收集的。分层回归用于检验有关技术影响的假设准备情况、对机器人的消极态度以及 WTW 上的大五人格特征。此外，还分析了工作场所情感需求的相互作用。

发现

在研究 2 中，TRI 乐观和 TRI 不安全感显着影响 WTW，但在研究 1 中不显着。 与机器人交互时的 NARS 情绪和与机器人情境的 NARS 交互对 WTW 的影响在研究 1 中显着，但在研究 2 中不显着。此外，在研究 1 中，BFI 神经质对 WTW 产生负面影响，而这些影响在研究 2 中不显着。最后，情感需求与研究 1 中 IV 的 11 个维度中的 3 个显着相互作用，但在研究 2 中所有相互作用都不显着。

实际影响

这项研究为服务公司筛选希望与服务机器人合作的员工、提高新聘员工的 WTW 和改善现有员工的 WTW 提供了一个指导框架。

原创性/价值

本研究将服务员工、服务机器人和工作岗位的特征整合到一个理论框架中，首次实证检验了服务员工的几个关键特征（技术准备度、对机器人的消极态度和大五人格）对WTW和工作的影响。工作特征（情感需求）的节制。