Treffer: Strategizing human-robot role matrix: balancing automation and human touch.

This article uses a multi-method approach, integrating qualitative content analysis and quantitative experimental design to provide comprehensive insights into customer preferences and experiences with service robots. Study 1 explores the balance between automation and the human touch, finding that service robots can enhance efficiency but must be carefully managed to meet customer expectations. Study 2 examines the impact of service intensity on attitude certainty, revealing that high intensity can lead to cognitive overload and sociotechnical blindness, while low intensity enhances positive perceptions of both robots and human agents. Study 3 investigates the differentiation between robot and human agent performance, highlighting that high service intensity exacerbates concerns about job displacement and impacts customer attitudes. The findings emphasize the importance of role clarity, managing service intensity, and addressing sociotechnical blindness to ensure the successful integration of service robots, ultimately enhancing service quality and customer satisfaction. [ABSTRACT FROM AUTHOR]

本文采用多种方法, 将定性内容分析和定量实验设计相结合, 全面了解客户对服务机器人的偏好和体验. 研究1探讨了自动化和人性化之间的平衡, 发现服务机器人可以提高效率, 但必须谨慎管理以满足客户的期望. 研究2考察了服务强度对态度确定性的影响, 揭示了高强度会导致认知过载和社会技术失明, 而低强度会增强对机器人和人类智能体的积极感知. 研究3调查了机器人和人类代理绩效之间的差异, 强调高服务强度加剧了人们对工作替代的担忧, 并影响了客户的态度. 研究结果强调了角色清晰度、管理服务强度和解决社会技术盲目性的重要性, 以确保服务机器人的成功整合, 最终提高服务质量和客户满意度. [ABSTRACT FROM AUTHOR]

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