Harmony in robotic synergy: exploring how service robot collaborative capability affects hospitality employee value co-creation intentions
研究服务机器人协作能力对酒店员工价值共创意愿的影响，发现员工认知重塑和机器人能力评价起中介作用，技术焦虑正向调节该关系，为酒店人机协作管理提供指导。
Purpose This paper aims to explore the impact of service robot collaborative capability on employee value co-creation intentions, the mediating roles of employee cognitive crafting and robotic competency evaluation, and the moderating effect of technological anxiety. Design/methodology/approach A total of 430 Chinese hospitality workers participated in this research. A multi-method quantitative design, comprising a scenario-based experiment (n = 80) and a questionnaire survey (n = 350), was implemented. Findings The results show that service robot collaborative capability positively affects employee value co-creation intentions, with employee cognitive crafting and robotic competency evaluations playing a partial mediating role. Technological anxiety positively moderates the relationship between employee cognitive crafting, robotic competency evaluation and value co-creation intention. When individuals experience a higher level of technological anxiety, intention to implement co-creation was greater. Practical implications Our study offers insights that promote the integration of human employees and service robots, guiding managers to leverage robotic attributes to encourage employee engagement. By identifying employee personal traits, hospitality organizations can enhance the effectiveness of human–robot co-creation. Originality/value Research has largely focused on customer–robot interactions, with limited attention to employee–robot value co-creation. This study applies cognitive evaluation theory to clarify the psychological and behavioral mechanisms of employee–robot co-creation, offering new directions for future research on human–robot interaction.