Service robots or human staff? The role of performance goal orientation in service robot adoption

作者：

Highlights：

• Performance approach-oriented customers are more likely to choose robot over human.

• Challenge appraisal mediates the effect of performance orientation on robot choice.

• Customer threat appraisal has no effect on the choice of service provider.

• Social influence increases challenge appraisal for avoidance-oriented customers.

摘要

•Performance approach-oriented customers are more likely to choose robot over human.•Challenge appraisal mediates the effect of performance orientation on robot choice.•Customer threat appraisal has no effect on the choice of service provider.•Social influence increases challenge appraisal for avoidance-oriented customers.

论文关键词：Performance approach,Performance avoidance,Goal orientation,Challenge appraisal,Service robot adoption

论文评审过程：Received 22 October 2021, Revised 20 May 2022, Accepted 21 May 2022, Available online 26 May 2022, Version of Record 30 May 2022.

论文官网地址：https://doi.org/10.1016/j.chb.2022.107339