Service robots: Drivers of perceived responsibility for service outcomes
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Service robots: Drivers of perceived responsibility for service outcomes. / Jörling, Moritz; Böhm, Robert; Paluch, Stefanie.
I: Journal of Service Research, Bind 22, Nr. 4, 2019, s. 404-420.Publikation: Bidrag til tidsskrift › Tidsskriftartikel › Forskning › fagfællebedømt
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TY - JOUR
T1 - Service robots: Drivers of perceived responsibility for service outcomes
AU - Jörling, Moritz
AU - Böhm, Robert
AU - Paluch, Stefanie
PY - 2019
Y1 - 2019
N2 - The use of service robots is on the rise. Characterized by technology autonomy with a physical embodiment, service robots have a higher level of social presence than other service technologies. This research focuses on one specific phenomenon of such social encounters: attribution of responsibility. Study 1 explores potential antecedents driving the attribution of responsibility in encounters with service robots. We derive a research model, which is tested and expanded in three subsequent scenario-based experiments. In Study 2, we find that technology’s autonomy decreases perceived behavioral control over the service robot, which in turn decreases perceived responsibility for positive outcomes but not for negative outcomes. Study 3 indicates that perceived ownership of the service robot accounts for the high responsibility for negative outcomes irrespective of perceived behavioral control. In Study 4, we show that the potential to interrupt the service robots’ autonomy increases perceived behavioral control and perceived responsibility for positive outcomes. Our results propose theoretical implications for responsibility perceptions and practical implications for customer satisfaction with service robots.
AB - The use of service robots is on the rise. Characterized by technology autonomy with a physical embodiment, service robots have a higher level of social presence than other service technologies. This research focuses on one specific phenomenon of such social encounters: attribution of responsibility. Study 1 explores potential antecedents driving the attribution of responsibility in encounters with service robots. We derive a research model, which is tested and expanded in three subsequent scenario-based experiments. In Study 2, we find that technology’s autonomy decreases perceived behavioral control over the service robot, which in turn decreases perceived responsibility for positive outcomes but not for negative outcomes. Study 3 indicates that perceived ownership of the service robot accounts for the high responsibility for negative outcomes irrespective of perceived behavioral control. In Study 4, we show that the potential to interrupt the service robots’ autonomy increases perceived behavioral control and perceived responsibility for positive outcomes. Our results propose theoretical implications for responsibility perceptions and practical implications for customer satisfaction with service robots.
U2 - 10.1177/1094670519842334
DO - 10.1177/1094670519842334
M3 - Journal article
VL - 22
SP - 404
EP - 420
JO - Journal of Service Research
JF - Journal of Service Research
SN - 1094-6705
IS - 4
ER -
ID: 241308189