The formation and impact mechanism of service robot-work environment fit

doi:10.3724/SP.J.1042.2026.0044

Abstract

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

CLC Number:

B849
C936

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

Figures/Tables 4

References 124

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