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机器人还是人类? 在机器人服务故障后操作切换意图

Wing Han Helen Lee¹, Suk Ha Grace Chan², Binglin Martin Tang^3,4

¹Institute of Management and Health, University of Wales Trinity Saint David, Swansea, The United Kingdom.

|November 4, 2025

概括

游客在机器人故障后不会自动切换到人类服务. 然而,他们的容忍度和对技术的信任度适度对机器人服务的满意度,影响转换意图.

科学领域:

旅游管理旅游管理
人与机器人的交互
服务科学科学服务科学

背景情况:

机器人服务故障可能会影响游客的满意度和忠诚度.
对于服务提供商来说,了解服务中断后的游客行为至关重要.
心理因素,如信任和宽容在服务恢复中的作用越来越重要.

研究的目的:

为了调查游客在机器人服务故障后转向人类服务的意图.
检查对技术的宽容和信任区对这种转换意向的缓和效应.
应用技术接受和使用统一理论 (UTAUT) 框架.

主要方法:

量化研究方法使用回顾性调查.
从330个有效的游客样本中收集的数据回顾了机器人服务故障.
用于数据分析的结构方程建模 (SEM).

主要成果:

对于在机器人故障后切换到人服务的游客来说,没有发现显著的直接影响.
对技术的宽容和信任的区域显著缓和了旅游者对故障严重程度和可控性的满意度.
机器人服务故障的可靠性方面没有被研究的因素所调节.

结论:

机器人故障后的游客切换意图是复杂的,不仅仅取决于故障事件.
像容忍和信任这样的心理因素在塑造客户满意度和随后的行为方面发挥着至关重要的作用.
该研究有助于理解人机交互动态和旅游业服务恢复.

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