Research On The Influence Path Of Service Robots’ Usage Intention

With the rapid development of artificial intelligence technology,service robots are gaining more and more attention as an emerging intelligent product,which can play a role in a number of fields,including catering,accommodation,healthcare and logistics,bringing convenience and benefits to human life and work,replacing humans with some repetitive and standardized tasks,allowing humans to have more time and energy to deal with non-programmed affairs,helping to meet more specialized and personalized human needs,and promote enterprises to achieve cost reduction and efficiency.However,the use of service robots by users is still relatively low,and the experience is mixed,which is not conducive to the long-term development of service robots and can also make enterprises hindered and challenged in improving service quality.Therefore,how to effectively improve the willingness to use service robots is a realistic problem that enterprises need to solve at present.Firstly,this paper combed through the literature related to the willingness to use service robots at home and abroad,and found that most of the existing studies are based on technology acceptance models,and there are relatively few papers that study the influencing factors from the perspective of users’ perceptions of service robots,which is not conducive to enterprises’ understanding of users’ needs and preferences.Therefore,based on the perceived value theory and combined with the characteristics of service robots themselves,six influencing elements of service robots’ willingness to use are summarized and organized,including instrumentality,anthropomorphism,sociality,safety,perceived benefit and perceived cost.Then a theoretical model based on the role of grouping was constructed,and a questionnaire scale was designed based on previous related studies,and the data were collected by distributing questionnaires,and reliability analysis was applied to test whether the survey data were qualified.Finally,the fuzzy set qualitative comparative analysis(fs QCA)method was used to investigate the combination of antecedent variables that affect the willingness to use service robots,revealing multiple equivalent paths that lead to the generation of users’ willingness to use,in order to make up for the lack of attention to the combination effect in previous studies.The findings are as follows:(1)the tooliness and perceived benefits of service robots are the two most critical core elements in generating users’ willingness to use;(2)users’ perceived costs of service robots do not negatively affect willingness to use,indicating that users currently do not reject spending time,energy,money,and other costs to obtain quality and efficient services by using service robots;(3)compared to the instrumental,social and safety aspects of service robots,users do not pay much attention to the anthropomorphic nature,and even produce negative effects;(4)the combination of different variables’ configurations has a mutually non-conflicting full equivalence on the generation of users’ usage behavior.The above study is an important step in the process of generating new technologies,which helps clarify the key elements and influence paths of service robots’ willingness to use,and provides favorable reference and guidance for companies designing and manufacturing service robots in terms of users’ willingness to use and marketing promotion strategies.