题名

疫情不焦慮 長照機器人陪伴您?

并列篇名

A Study on Acceptance of Social Service Robots in long-term care during COVID-19

DOI

10.6285/MIC.202303_12(1).0009

作者

王芊絡(Chien-Lo Wang);熊乃歡(Nai-Huan Hsiung);胡亞平(Ya-Ping Hu);邱紹群(Shao-Chun Chiu)

关键词

長期照顧 ; 服務機器人 ; CASA理論 ; 人機互動 ; 健康生活 ; Long-Term Care ; Social Service Robot ; Computers-Are-Social-Actors theory ; Human-Robot Interaction ; Healthy Lifestyle

期刊名称

管理資訊計算

卷期/出版年月

12卷1期(2023 / 03 / 01)

页次

103 - 116

内容语文

繁體中文;英文

中文摘要

社交服務機器人(SSR)是應用人工智慧技術的一種仿真機器人。依據電腦為社會成員(CASA)理論,本研究想調查促進和抑制長期照顧服務消費者對於SSR的人機互動態度與未來使用意圖。我們回顧與整理相關文獻,建構一個理論模型,並蒐集台灣消費者資料,然後以SPSS與SmartPls統計軟體分析人口背景變數,及測試以下研究構念間的關係(1)長照SSR的知覺有用、社交能力、外在魅力與機器焦慮對於消費者人機互動態度的影響,及(2)消費者的人機互動態度是否會影響其對SSR的服務品質預期,並最終間接影響長期照顧服務需求者的SSR使用意圖。本研究針對台灣有長照服務需求民眾進行問卷填答(n=356)。結果顯示消費者對SSR的有用、社交能力和外在魅力知覺等促進因素對人機互動態度有正向影響,並間接預測SSR可提供更好的服務品質及提高SSR未來的使用意圖。此結果可提供相關業者未來研究與開發SSR可參考的理論基礎和行銷意涵。

英文摘要

The Social Service Robot (SSR) is a humanoid robot that uses AI technology to provide long-term care assistance form families. Based upon Computers-Are-Social-Actors theory, this study investigates: (1) The relationship among usefulness, social capability, appearance, anxiety toward robots and Human-Robot Interaction, and (2) whether Human-Robot Interaction affects anticipated service quality and ultimately the acceptance of SSRs. The study collects empirical data validly (n = 356). The results reveal that SSRs’ facilitators such as usefulness, social capability, and appearance influence attitudes toward HRI positively, which in turn, predict anticipation of better service quality and greater acceptance of SSRs. The findings provide theoretical and practical implications for the adoption of SSRs and development of effective HRI.

主题分类 基礎與應用科學 > 資訊科學
社會科學 > 管理學
参考文献
  1. 洪新原,洪幼力,劉晴(2020)。影響顧客使用理財機器人之因素。資訊管理學報,27(3),341-375。
    連結:
  2. 范蔚敏(2020)。聊天軟體機器人技術應用於大學圖書館虛擬參考諮詢服務建置過程與評估研究。圖書館學與資訊科學,46(1),4-31。
    連結:
  3. 董芳武(2013)。兒童對人形機器人之感知與評價研究。設計學報,18(3),23-39。
    連結:
  4. Brengman, M.,De Gauquier, L.,Willems, K.,Vanderborght, B.(2021).From stopping to shopping: An observational study comparing a humanoid service robot with a tablet service kiosk to attract and convert shoppers.Journal of Business Research,134,263-274.
  5. Davis, F. D.(1989).Perceived usefulness, perceived ease of use, and user acceptance of information technology.MIS Quarterly,13(3),319-340.
  6. Eyssel, F.,Hegel, F.(2012).(S)he’s got the look: Gender stereotyping of robots.Journal of Applied Social Psychology,42(9),2213-2230.
  7. Fishbein, M.,Ajzen, I.(1975).Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research.Reading, MA:Addison-Wesley.
  8. Fornell, C.,Larcker, D. F.(1981).Evaluating structural equation models with unobservable variables and measurement error.Journal of Marketing Research,18(3),382-388.
  9. Haenlein, M.,Kaplan, A.(2021).Artificial intelligence and robotics: Shaking up the business world and society at large.Journal of Business Research,124,405-407.
  10. Hooper, D.,Coughlan, J.,Mullen, M. R.(2008).Structural equation modelling: Guidelines for determining model fit.Electronic Journal of Business Research Methods,6(1),53-60.
  11. Mende, M.,Scott, M. L.,van Doorn, J.,Grewal, D.,Shanks, I.(2019).Service robots rising: How humanoid robots influence service experiences and elicit compensatory consumer responses.Journal of Marketing Research,56(4),535-556.
  12. Mori, M.(2012).The uncanny valley.IEEE Robotics & Automation Magazine,19(2),98-100.
  13. Nass, C.,Moon, Y.(2000).Machines and mindlessness: Social responses to computers.Journal of Social Issues,56(1),81-103.
  14. Nass, C.,Steuer, J.,Tauber, E. R.(1994).Computers are social actors.Proceedings of the SIGCHI Conference on Human Factors in Computing Systems
  15. Nomura, T.,Kanda, T.,Suzuki, T.,Kato, K.(2008).Prediction of human behavior in human–robot interaction using psychological scales for anxiety and negative attitudes toward robots.IEEE Transactions on Robotics,24(2),442-451.
  16. Nunnally, J. C.,Bernstein, I. H.(1994).Psychometric Theory.New York, NY:McGraw-Hall.
  17. Pinillos, R.,Marcos, S.,Feliz, R.,Zalama, E.,Gómez-García-Bermejo, J.(2016).Long-term assessment of a service robot in a hotel environment.Robotics and Autonomous Systems,79,40-57.
  18. Riegger, A. S.,Klein, J. F.,Merfeld, K.,Henkel, S.(2021).Technology-enabled personalization in retail stores: Understanding drivers and barriers.Journal of Business Research,123,140-155.
  19. Song, C. S.,Kim, Y. K.(2022).The role of the human-robot interaction in consumers’ acceptance of humanoid retail service robots.Journal of Business Research,146,489-503.
  20. Song, C. S.,Kim, Y. K.(2021).Predictors of consumers’ willingness to share personal information with fashion sales robots.Journal of Retailing and Consumer Services,63,102727.
  21. Yueren, Z.,Yoshihiro, K.,Tetsuya, T.(2019).Discovering humanoid robot consciousness within caring science.International Journal for Human Caring,23(2),121-131.
  22. 尤珮力,蔡淳娟(2021)。新冠肺炎疫情下的遠距醫療典範轉移:數位科技的影響。台灣擬真醫學教育期刊,8(1),38-48。
  23. 朱祐萱,林清壽(2019)。銀髮族使用 Zenbo 機器人服務體驗洞察研究。福祉科技與服務管理學刊,7(1),50-72。
  24. 李金霙,高淑容,劉翠瑤,朱怡蓁(2022)。應用聊天機器人於 COVID-19 病人照護之成效。北市醫學雜誌,19(1),10-15。
  25. 高清漢,王秭豔(2021)。AI 人型機器人臉型意象風格比較研究。工業設計,143,55-60。
  26. 飯島勝矢(2018)。輔助科技在高齡者照護應用-日本觀點與現況。福祉科技與服務管理學刊,6(2),179-192。