A contingency-based approach to service robot design: Role of robot capabilities and personalities
通过三个实验，研究了服务机器人的能力和个性如何根据服务情境进行设计，以影响客户参与和价值共创意愿，对服务企业设计机器人有指导意义。
The rise of service robots is changing how products and services are delivered, significantly affecting customer outcomes. However, research has yet to specifically examine how the design of a service robot to specific service contexts influences customer engagement and value co-creation. Our study adopts a contingency perspective to investigate how the design of robot capabilities and personalities aligned with specific service contexts impacts customer engagement and value co-creation intentions. We tested this proposition through three experiments carried out in the banking and restaurant service contexts. Our findings revealed the effectiveness of carefully designed robotic capabilities and personalities within a service infrastructure depends on the specific service contexts. The study findings have important implications for service firms in designing service robots through managing robot capabilities and personalities to align with specific service contexts.