The Impact of Anthropomorphic Robots on Service Quality: Intimacy as a Mediator
碩士 === 銘傳大學 === 國際企業學系碩士班 === 107 === In the wave of artificial intelligence, many industries have begun to introduce robots into service processes. Robots can be seen in different applications, such as medical robotics, robot vacuum cleaner, home-caring robots, food-delivering robots, and so on. Ho...
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2019
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| Online Access: | http://ndltd.ncl.edu.tw/handle/antzd6 |
| Summary: | 碩士 === 銘傳大學 === 國際企業學系碩士班 === 107 === In the wave of artificial intelligence, many industries have begun to introduce robots into service processes. Robots can be seen in different applications, such as medical robotics, robot vacuum cleaner, home-caring robots, food-delivering robots, and so on. How the different degree of anthropomorphism affects service quality is an interesting issue. This study also investigates how intimacy between human and robots affects service quality. We use M-R environmental psychology model to propose research model and hypotheses. A total of 455 data were collected. Structural equation modeling was used to examine our proposed hypotheses. The results show that anthropomorphism has a significant positive impact on intimacy. Anthropomorphism has a significant positive impact on service quality. Intimacy has a significant positive impact on service quality. Moreover, intimacy plays a mediator role between anthropomorphism and service quality.
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