Unveiling the role of congruity in service robot design and deployment

作者：Chang Ma, Alei Fan, Seonjeong Lee · 发表于：International Journal of Contemporary Hospitality Management · 年份：2024 · DOI：10.1108/ijchm-11-2023-1686 · 被引用次数：28 · 研究领域：AI in Service Interactions、Social Robot Interaction and HRI、Digital Marketing and Social Media

Purpose This paper aims to examine the congruency effects of physically embodied robots in service encounters, which addressed a significant research gap concerning the synthesis of robot design elements (e.g., appearance and voice) and their service purposes. Design/methodology/approach Grounded in congruity theory and human-robot interaction literature, this study conducted a pretest and two experimental studies revealing the need to view robot design holistically and recognizing the pivotal role of congruity in shaping consumers’ service robot adoption. The moderating role of service purposes (utilitarian vs hedonic) was also investigated in terms of robot design and consumer reactions. Findings Consumers generally tend to favor robots with congruent designs, particularly for utilitarian service purposes. The serial mediation through perceived congruence and perceived intelligence explains such a favorite tendency. Practical implications This study advances service robot design research by highlighting the critical role of congruity in enhancing consumer engagement. It supports the use of comprehensive, congruent designs for services with utilitarian purposes and recommends adaptable designs for hedonic settings. Originality/value This study addressed the research gap by examining service robot design from a holistic perspective. The research findings highlight the importance of congruency effects in service robot design and deployment and provide valuable insights and gui...