Does the level of anthropomorphism induce cognitive crafting in human-robot interaction? The role of positive emotions and interaction frequency

作者：Wenjing Yang, Yunhui Xie, Yuan Wang · 发表于：Journal of Hospitality Marketing & Management · 年份：2025 · DOI：10.1080/19368623.2025.2458602 · 被引用次数：13 · 研究领域：Social Robot Interaction and HRI、AI in Service Interactions、Action Observation and Synchronization

This study explores how the anthropomorphic attributes of service robots influence employees’ cognitive crafting through positive emotional responses, with particular attention to the moderating role of interaction frequency in this process. Two complementary research methods were designed for this study. After conducting a preliminary pilot experiment with 35 participants to initially validate our hypotheses, an experiment with 150 hospitality industry employees (Study 1) was conducted online to examine the hypothesized relations. Finally, a survey of 233 hotel employees (Study 2) was carried out online, and a moderated mediation model was used to analyze the relationships between robot anthropomorphism, interaction frequency, positive emotions, and cognitive crafting. The results show that the anthropomorphic features of service robots significantly enhance employees’ positive emotions, thereby promoting cognitive crafting, with increased interaction frequency further amplifying this mediating effect. This study provides empirical evidence for human-robot interaction optimization and insights for robotic system implementation in hospitality.