Understanding service robot adoption and resistance from a service provider perspective

IF 12.9 1区管理学 Q1 BUSINESS

Technological Forecasting and Social Change Pub Date : 2024-11-16 DOI:10.1016/j.techfore.2024.123885

Yohan Cho, Gyu Hyun Kwon

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Abstract

With the advancement of AI technology, service robots are gradually becoming a part of our daily lives. Many existing studies have focused on the Pre-Adoption of service robots from the consumer's perspective. However, there is a lack of research from the provider's perspective, as well as studies integrating both Pre-Adoption and Post-Adoption phases. Therefore, this study aims to investigate the factors influencing service providers' Pre-Adoption and Post-Adoption of service robots, and identify the elements impeding these processes. To achieve this goal, we conducted a qualitative study based on YouTube interview videos with 31 service providers who actively use service robots in their work. The analysis of these interviews identified 18 topics, which were categorized into four dimensions: Pre-Adoption, Post-Adoption, Reasons for Adoption, and Reasons against Adoption. This categorization allowed us to understand the factors influencing adoption and resistance at each stage of the service robot adoption process. These results have significant implications for buyers and operators who want to implement service robots in practice, as well as for robot suppliers who design and develop service robots.

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从服务提供商的角度了解服务机器人的采用和阻力

随着人工智能技术的发展，服务机器人正逐渐成为我们日常生活的一部分。现有的许多研究都侧重于从消费者的角度研究服务机器人的 "采用前"（Pre-Adoption）问题。然而，从服务提供者的角度进行的研究，以及将 "采用前 "和 "采用后 "两个阶段结合起来进行的研究还很缺乏。因此，本研究旨在调查影响服务提供商对服务机器人 "采用前 "和 "采用后 "的因素，并找出阻碍这些过程的因素。为了实现这一目标，我们通过 YouTube 采访了 31 位在工作中积极使用服务机器人的服务提供商，并对他们的采访视频进行了定性研究。对这些访谈的分析确定了 18 个主题，并将其分为四个方面：采用前、采用后、采用原因和反对采用的原因。通过这种分类，我们了解了在服务机器人采用过程的每个阶段影响采用和抵制的因素。这些结果对希望在实践中使用服务机器人的购买者和操作者，以及设计和开发服务机器人的机器人供应商具有重要意义。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Technological Forecasting and Social Change Multiple-

CiteScore

21.30

自引率

10.80%

发文量

813

期刊介绍： Technological Forecasting and Social Change is a prominent platform for individuals engaged in the methodology and application of technological forecasting and future studies as planning tools, exploring the interconnectedness of social, environmental, and technological factors. In addition to serving as a key forum for these discussions, we offer numerous benefits for authors, including complimentary PDFs, a generous copyright policy, exclusive discounts on Elsevier publications, and more.