Because of the increased usage of service robots in the hospitality and tourism industries, researchers and practitioners are interested in learning to facilitate interactions between employees and service robots. However, there is little information on how service robots’ humanlike appearance affects employee emotions and industry turnover intentions. Drawing upon uncanny valley theory, a quasi-scenario-based experiment was conducted using four types of service robots. After watching a video on one of the service robots, participants rated perceived human-likeness, tech savviness, fear of robots, and industry turnover intentions. This study reports that perceived human-likeness has an inverted-U shaped nonlinear relationship with employees’ fear of robots, moderated by employees’ tech-savviness. The result further indicates that the fear of robots is positively related to industry turnover intentions. Most research hypotheses lend support to the uncanny valley theory and have practical implications for the design and implementation of service robots in hospitality and tourism workplaces.

中文翻译：

---

“我太害怕了，所以辞职了”：机器人的拟人化对员工恐惧和行业流动意图的恐怖谷效应


由于服务机器人在酒店和旅游业中的使用越来越多，研究人员和从业者有兴趣学习促进员工和服务机器人之间的交互。然而，关于服务机器人的人性化外观如何影响员工情绪和行业离职意向的信息却很少。借鉴恐怖谷理论，使用四种类型的服务机器人进行了准场景实验。在观看其中一个服务机器人的视频后，参与者对感知的人类相似性、技术熟练程度、对机器人的恐惧以及行业流动意图进行了评分。这项研究报告称，员工对机器人的恐惧与感知到的人类相似度之间存在倒 U 形非线性关系，并受到员工对技术的精通程度的调节。结果进一步表明，对机器人的恐惧与行业流动意愿正相关。大多数研究假设都支持恐怖谷理论，并对酒店和旅游业工作场所服务机器人的设计和实施具有实际意义。