服务机器人−工作环境匹配的形成及影响机制

doi:10.3724/SP.J.1042.2026.0044

摘要/Abstract

摘要：

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。

关键词: 服务机器人, 价值共创, 价值共毁, 个人?环境匹配理论

Abstract:

The rapid advancement of artificial intelligence (AI) and robotics has made it feasible for enterprises to leverage robots to create value for customers. However, instances of service failures attributed to robots, robots being decommissioned, or left underutilized due to inadequate performance are also prevalent. Existing research has primarily focused on examining the impacts of service robots on customers' cognitive processes, emotional responses, and behavioral intentions. On the one hand, this body of work has overlooked the relationships between robots as service agents and their work environments, failing to explain phenomena such as enterprises terminating service robot contracts or robots being underutilized. On the other hand, it has not fully recognized the critical role of organizations in enabling service robots to realize their full potential, nor has it accounted for the complexity and dynamism of value formation in multi-agent interaction contexts involving employees, service robots, and customers—in which both co-creation and co-destruction of value may occur. Against this backdrop, this study proposes the concept of "service robot-work environment fit" and investigates its formation mechanisms and impacts.
Through three closely interconnected and hierarchically progressive components, this study constructs a theoretical framework centered on the main thread of “robot and job design characteristics → service robot-work environment fit → employee and customer value creation.” From the perspectives of organizational agency and conservation of resources, the framework explores boundary conditions. Study 1, grounded in person-environment fit theory, the triadic structure of service encounters, and concepts of compatibility and fit, examines the connotative structure of service robot-work environment fit and develops a measurement scale. Study 2, building on mind perception theory and job design theory, investigates how to enhance service robot-work environment fit from the lens of robot and job design. It further analyzes the moderating roles of technology-, employee-, and customer-oriented factors in these relationships from an organizational agency perspective, thereby revealing the formation mechanisms of fit. Study 3, rooted in value co-creation theory and supplemented by conservation of resources theory, constructs a dual-edged path (both enabling and constraining) of “fit → employee cognitive appraisals and behaviors → value creation.” It also explores contingency factors across individual, interactional, and organizational levels to elucidate the influence mechanisms of service robot-work environment fit.
Building on the novel interactive relationships introduced by service robots, this study deconstructs service robot-work environment fit, thereby advancing its conceptualization and measurement. By exploring the antecedents and boundary conditions of service robot-work environment fit, it not only uncovers the formation process of fit but also opens new avenues for research on related issues in the service sector. Through analyzing the dual-edged paths of value co-creation and co-destruction, the study provides an in-depth examination of the impacts of fit from cognitive and behavioral perspectives, offering a systematic and comprehensive framework to understand the dual-edged effects of service robot-work environment fit on value formation and its underlying mechanisms. This work also serves as a robust supplement to research on individual cognition and behavior in human-robot co-creation contexts. Collectively, this research framework not only provides new perspectives and theoretical tools for conducting in-depth analyses of how enterprises manage complex human-robot relationships in smart technology-enabled service contexts, thereby advancing theoretical research on service robots, but also offers practical guidance for service enterprises adopting robots on managing key issues such as human-robot collaboration, value co-creation, and intelligent transformation.

Key words: service robot, value co-creation, value co-destruction, person-environment fit theory

中图分类号:

B849
C936

关新华, 谢礼珊, 马许静. (2026). 服务机器人−工作环境匹配的形成及影响机制. 心理科学进展 , 34(1), 44-59.

GUAN Xinhua, XIE Lishan, MA Xujing. (2026). The formation and impact mechanism of service robot-work environment fit. Advances in Psychological Science, 34(1), 44-59.

图/表 4

图1 服务接触的三元组合与组织引入服务机器人所带来的新关系

图2 服务机器人−工作环境匹配的前因研究模型

图3 服务机器人−工作环境匹配对员工和顾客价值创造的双路径效应研究模型

图4 理论框架

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