As teaming humans and robots becomes increasingly common in hospitality organizations, it is crucial to understand factors that facilitate and hinder human-robot collaborations. Building upon the Job demands-resources (JD-R) theory, this research examines how service robots' human likeness and job design factors affect hospitality employees’ perceptions and collaboration intentions. Data was collected from 488 hospitality employees through three experiment studies. The results show that employees feel more enjoyment and less stress when working with non-humanoid (vs. humanoid) robots, leading to higher collaboration intentions. Specifically, the adverse impact of robot-human likeness on employees' intention to collaborate is mitigated where task interdependence is high, and role clarification is better. The research findings offer hospitality organizations valuable insights into the types of robots that service employees are more likely to accept in collaborative work conditions. Furthermore, it suggests two job interventions to enhance collaborations between humans and robots.

中文翻译：

---

与机器人一起工作：酒店员工与服务机器人协作意图的工作设计视角


随着人类和机器人的合作在酒店组织中变得越来越普遍，了解促进和阻碍人机协作的因素至关重要。这项研究以工作需求资源（JD-R）理论为基础，探讨了服务机器人的人类形象和工作设计因素如何影响酒店员工的感知和协作意图。通过三项实验研究从 488 名酒店员工那里收集了数据。结果表明，员工在使用非人形机器人（相对于人形机器人）工作时会感到更多的乐趣和更少的压力，从而产生更高的协作意愿。具体来说，在任务相互依赖性较高且角色明确性更好的情况下，机器人与人类的相似性对员工协作意愿的不利影响会减轻。研究结果为酒店组织提供了宝贵的见解，让他们了解服务员工在协作工作条件下更容易接受的机器人类型。此外，它还建议采取两种工作干预措施来加强人类和机器人之间的协作。