The effect of human-robot collaboration on frontline employees’ service performance: A resource perspective

IF 9.9 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2024-12-04 DOI:10.1016/j.ijhm.2024.104033

Ling Tan , Cuiqiao Liu , Yongli Wang , Ya Li , Jie Zhao , Shuchun Wang , Bixin Zhong

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Abstract

Although human-robot collaboration (HRC) is increasingly becoming prevalent in the service industry, the impact of HRC on the employees’ work outcomes has been relatively underexplored. Drawing upon the conservation of resources theory, we aim to examine whether, how, and when HRC can enhance service performance of frontline employees (FLEs). To this end, we conducted an experimental study (Study 1) and a multi-wave survey (Study 2). We theorize that HRC can cognitively bolster FLEs’ confidence to undertake supplementary tasks (i.e., role breadth self-efficacy) and emotionally elicit pleasant feelings (i.e., positive emotions), which, in turn, enhances service performance. Our results support this view. Notably, our findings also reveal that employees’ trust in robots moderates the positive emotions mediated indirect effect of HRC on service performance. However, it does not significantly moderate the role breadth self-efficacy mediated indirect effect on service performance. Theoretical implications and practical recommendations are discussed.

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人机协作对一线员工服务绩效的影响：资源视角

尽管人机协作（HRC）在服务行业越来越普遍，但HRC对员工工作成果的影响却相对较少。根据资源节约理论，我们旨在研究人力资源管理是否、如何以及何时可以提高一线员工的服务绩效。为此，我们进行了实验研究（研究1）和多波调查（研究2）。我们的理论是，HRC可以在认知上增强员工承担补充任务的信心（即角色广度自我效能），并在情感上引发愉快的感受（即积极情绪），从而提高服务绩效。我们的研究结果支持这一观点。值得注意的是，我们的研究结果还表明，员工对机器人的信任调节了积极情绪介导的HRC对服务绩效的间接影响。然而，角色广度自我效能对服务绩效的间接影响并无显著调节作用。讨论了理论意义和实践建议。

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

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.