服务机器人−工作环境匹配的形成及影响机制OA
The formation and impact mechanism of service robot-work environment fit
人工智能和机器人技术的迅速发展使得企业应用机器人为顾客创造价值成为现实,但机器人导致服务失败,被迫下岗或被闲置的现象也屡见不鲜.现有研究重点分析了服务机器人对顾客和员工的影响机制,鲜少关注其与所处工作环境的匹配关系.本研究以个人−环境匹配理论为基础,提出服务机器人−工作环境匹配的概念,尝试探讨其内涵结构以及测量方法;从不同角度研究服务机器人−工作环境匹配的前置条件,以及匹配对员工价值和顾客价值创造的双路径影响机制.预期研究成果有助于推动服务机器人理论研究的发展,为人机协同、价值共创、智能化转型等企业在智能时代面临的具体管理问题提供指导.
The rapid advancement of artificial intelligence and robotics technology has enabled businesses to deploy robots to create value for customers.However,issues such as service failures caused by robots,forced decommissioning,and underutilization remain prevalent.Existing research has primarily focused on the impact mechanisms of service robots on customers and employees,with little attention given to their fit with the work environment.Grounded in the person-environment fit theory,this study proposes the concept of service robot-work environment fit,explores its connotation structure and measurement methods,and investigates its antecedents from multiple perspectives.Furthermore,it investigates the dual-path impact mechanism of service robot-work environment fit on employee value and customer value creation.The anticipated findings are expected to advance the theoretical development of service robots and provide guidance on specific management challenges faced by enterprises in the intelligent era,including human-robot collaboration,value co-creation,and intelligent transformation.
关新华;谢礼珊;马许静
广东财经大学文化旅游学院,广州 510320中山大学管理学院,广州 510275广东财经大学文化旅游学院,广州 510320
社会科学
服务机器人价值共创价值共毁个人−环境匹配理论
service robotvalue co-creationvalue co-destructionperson-environment fit theory
《心理科学进展》 2026 (1)
44-59,16
国家自然科学基金面上项目(72472033,72072187,72302099),教育部人文社会科学研究规划基金项目(23YJA630028,22YJA790087),广东省自然科学基金面上项目(2025A1515011138,2025A1515010538)和广东省哲学社会科学规划青年项目(GD23YGL11,GD24YGL21).
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