Can Service Robot Applications Really Improve Service Performance?
Xinran Wang, YA GU · Academy of Management Proceedings · 2025
The impact of service robot applications on employee service performance has gained attention, but conclusions remain divided, with both positive and negative views. This study explores how service robot applications influence service performance using the Job Demands-Resources model. It examines how service robots enhance customer service self-efficacy, positively impacting service performance, while also introducing coordination demands that may hinder performance. Additionally, the study emphasizes the moderating role of employees' trust in service robots. To test these hypotheses, a three-wave survey was conducted. The study offers three key theoretical contributions. First, it analyzes the