类人智能机器人信任对员工工作贡献意愿的影响: 基于人机关系信任的归维考察

doi:10.3724/SP.J.1041.2025.1933

摘要/Abstract

摘要：

类人智能机器人(Humanoid Intelligent Robots, HIR)不仅带给人类情感体验, 而且正在重塑人机关系信任。本文试图从独特代理假说视角探究组织关系情境中的新型人机关系信任的形成与影响。1个定性访谈研究和3个定量研究发现, 组织关系情境中的新型人机关系信任可以分为HIR情感修缮信任和HIR功能辅助信任两个维度。自我修缮和友情修缮两种人机协作类型更能显著激发HIR情感修缮信任; 智力辅助和体力辅助两种人机协作类型更能显著激发HIR功能辅助信任。相比HIR功能辅助信任, HIR情感修缮信任更有利于提升组织温暖感知, 进而更有效促进员工工作贡献意愿; 反之, 相比HIR情感修缮信任, HIR功能辅助信任更有利于提升组织能力感知, 进而更有效促进员工工作贡献意愿。最后, 将HIR代理需求导向作为情境变量引入研究, 验证了其在人机关系信任与组织温暖−能力感知之间的调节作用。

关键词: 类人智能机器人, 人机关系信任, 情感修缮, 功能辅助, 员工工作贡献意愿

Abstract:

As humanoid intelligent robots (HIRs) become increasingly integrated into organizations to provide emotional and functional support, understanding and fostering human−robot trust has become a critical area of focus. This study explores the formation and impact of human−robot trust from the perspective of the Unique Agent Hypothesis. We propose that human−robot trust comprises two distinct dimensions: emotional repair trust and functional aiding trust. Among various forms of human−robot collaboration, self-repair and friendship-repair forms primarily trigger emotional repair trust, while intelligence-aiding and physical-aiding forms more effectively enhance functional aiding trust. Furthermore, employees who develop emotional repair trust (vs. functional aiding trust) in HIRs perceive there to be greater organizational warmth, which in turn strengthens their job dedication intentions. Conversely, employees who develop functional aiding trust (vs. emotional repair trust) in HIRs perceive there to be higher organizational competence, thereby enhancing their job dedication intentions. In addition, interaction orientation and task orientation are introduced as crucial situational moderators. This research included one qualitative study and three quantitative studies. Study 1 (qualitative and experimental study) identified the two dimensions of human−robot trust and investigated the relationship between four forms of human−robot collaboration and trust. Study 2 (experimental study) verified how human−robot trust affects employees’ job dedication intentions through perceived organizational competence and warmth. Study 3 (experimental study) tested how interaction and task orientations moderate these effects. The main findings of this study are as follows. Study 1 provided evidence that emotional repair trust and functional aiding trust are two distinct dimensions of human−robot trust. Results showed that both self-repair and friendship-repair forms of human−robot collaboration elicited higher emotional repair trust than functional aiding trust, whereas both intelligence-aiding and physical-aiding forms led to higher functional aiding trust than emotional repair trust. Study 2 further demonstrated that functional aiding trust led to higher perceived organizational competence but lower perceived organizational warmth than did emotional repair trust. Further analysis (coded as 0 = emotional repair trust and 1 = functional aiding trust) in Study 2 revealed that the indirect effect of perceived organizational warmth was significantly negative, while the indirect effect of perceived organizational competence was significantly positive. Study 3 showed that interaction orientation (task orientation) positively (negatively) moderated the relationship between human−robot trust (coded as 0 = functional aiding trust and 1 = emotional repair trust) and perceived organizational warmth while negatively (positively) moderating the relationship between human−robot trust and perceived organizational competence. This study contributes to the emerging field of machine behavior by embedding HIR into the network of internal organizational dynamics and examining the impact of human−robot trust on employees’ job dedication intentions. The findings of this study suggest that employees’ trust in HIR agents’ emotional and functional support enhances perceived organizational warmth and competence, promoting their job dedication intentions. This demonstrates that organizational support provided by HIR agents can generate positive effects, thereby enriching and expanding the existing framework of organizational support theory.

Key words: humanoid intelligent robot, human-robot trust, emotional repair trust, functional aiding trust, employees’ job dedication intentions

中图分类号:

B849: C93

唐小飞, 王昌梅, 孙晓东, 张恩忠. (2025). 类人智能机器人信任对员工工作贡献意愿的影响: 基于人机关系信任的归维考察. 心理学报, 57(11), 1933-1950.

TANG Xiaofei, WANG Changmei, SUN Xiaodong, CHANG En-Chung. (2025). Impact of trusting humanoid intelligent robots on employees’ job dedication intentions: An investigation based on the classification of human−robot trust. Acta Psychologica Sinica, 57(11), 1933-1950.

图/表 10

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组别	均值		标准差
组别	HIR情感修缮信任	HIR功能辅助信任	HIR情感修缮信任	HIR功能辅助信任
自我修缮组	5.82	4.97	1.01	1.03
友情修缮组	5.71	4.58	1.01	1.02
智力辅助组	4.53	6.11	1.16	1.02
体力辅助组	3.66	5.79	1.11	0.93

组别	均值		标准差
组别	HIR情感修缮信任	HIR功能辅助信任	HIR情感修缮信任	HIR功能辅助信任
自我修缮组	5.82	4.97	1.01	1.03
友情修缮组	5.71	4.58	1.01	1.02
智力辅助组	4.53	6.11	1.16	1.02
体力辅助组	3.66	5.79	1.11	0.93

域(维度)、类及子类	个案(数)	代表性个案的核心观点举例
1. HIR情感修缮信任域(维度)
(1)自我修缮
重塑工作成就感	2	感觉没有得到预期的工作成就, 我会很不舒服、难过, 机器人的理性属性可以改善人类感性等情感属性的缺陷, 我相信他能够将我从负面情绪旋涡中抽离出来; 进行到一半时发现花了很多时间去探索的项目做不出来, 我常常会觉得工作没什么意思, 还会对自我产生怀疑, 机器人拥有着对情绪进行调控和治愈的能力, 所以它是一个值得信任的心理治愈师。
缓解工作麻木倦怠感	2	每天兼顾运营相关的各种各样的杂事让我觉得自己像是大内总管、维修工, 丧失工作热情、感觉麻木, 通过机器人的心理辅助治疗, 我相信能有效提升我的工作热情和活力; 人工智能的出现是对人类现有时间的延长, 或者说是某些认知的拓展, 能把我从重复琐碎的程序性工作中解放, 所以人工智能激发了我的个人价值和工作热情。
辅助反省缓解负罪感	2	工作状态不太好时, 可能会在工作中犯很多低级错误, 为此, 我感到非常自责懊悔。如果机器人可以辅助我进行心理疏导和反省纠错, 我想它应该可以帮我消解我那部分过度的自责感; 在工作中犯错以后, 我常常感到极度懊悔, 我愿意与机器人沟通复盘, 减轻负罪心理, 我相信这比我独自承担会好得多。
拓宽认知缓解焦虑	2	当我需要在短时间内去学习大量的新知识, 我会感到焦虑、压力和茫然无措, 类人机器人对焦虑和压力的靶向修复能力, 相信会让我释然; 很多时候因为认知的局限, 我时常会陷入到“本领恐慌”的焦虑中, 期待组织中引入机器人对员工心理和情绪进行辅助治疗, 我相信这能有效打消庸人自扰的消极情绪。
(2)友情修缮
缓解部门或领导冲突导致的人际负面情绪	3	当领导的批评让我感到悲伤时, 机器人能够辅助我利用大数据分析原因和消除负面情绪, 所以在组织中利用机器人修复情绪是值得推荐的; 平级两个部门之间或者两个单位之间因责任不明晰, 流程不明确产生推诿, 让我对推诿部门的人员产生对立情绪, 采用机器人作为沟通的桥梁, 能够有效缓解这种冲突带来的负面情绪; 有时, 由于上级的原因导致不同部门之间产生了利益分配不均的情况, 对上级不满的负面情绪就会油然而生。由于我与机器人不会有利益冲突, 这让我不用担心被背叛, 所以机器人是一个更好的情感交互对象。
缓解同事之间工作冲突导致的人际负面情绪	3	是的, 我喜欢工作节奏慢一点, 这往往会和工作节奏拉得快的同事产生分歧, 我感觉我们相互之间的关系会变得冷漠、迟钝、甚至很少愿意去沟通。如果单位有一个能共情我、能理解我的机器人, 我愿意寻求机器人的帮助, 向机器人倾诉这类情绪, 这样的我们也许就不会那么冷漠和无情了吧; 有的同事经常把锅甩给我, 功劳归在自己头上。由于不用像担心人类朋友那样担心机器人那么烦我, 所以我更放心把机器人当作情绪倾诉对象; 职场里可能遭遇同事背叛使我陷入焦虑和难受情绪, 所以相比人类同事, 我更相信机器人。
缓解同事之间社交冲突导致的人际负面情绪	2	同事间复杂的人际关系本就让我不是很愿意与同事分享喜怒哀乐, 而且遇到大嘴巴同事很可能在不经你同意的情况下, 扭头就把你讲的话告诉别人了, 我很讨厌这种没有分寸和边界感的同事, 如果机器人可以深度融入到职场, 它更合适成为我的情感交互对象, 并能有效缓解我的负面情绪; 有的同事心眼小、八卦, 经常在背后说三道四和造谣生事, 我对这样的同事很不爽、也无语。相比人类, 我觉得机器人能更好地倾听和安慰我, 并赋予我工作中的积极能量。
2. HIR功能辅助信任域(维度)
(3)智力辅助
收集并解读资讯	3	在我感到收集信息的渠道匮乏时, 借助机器人强大的搜索引擎, 相信可以协助我完成这类工作; 未来, 在工作中可以利用机器人的专业能力去收集、筛选和过滤信息, 从而提高我的工作效率; 对于一些政策性的文件解读, 诸如ChatGPT等工具可能能力更强, 所以我觉得完全可以依赖机器人。
处理表格	2	像用表格汇总数据这类工作, 应该可以完全交给机器人来完成, 它的能力完全可以胜任; 诸如求和、画图、做表之类常规性操作, 机器人的能力在不断地超越人类, 相信不久的将来它就可以基本替代人类。
文案写作	3	在条件允许的情况下, 机器人充当助手辅助完成文案性质的工作, 我相信不会输给人类; 目前, 机器人已经可以用来协助我们写工作总结和做活动策划等, 它是值得我信任的好助手; 将来, 机器人可能陪同我一起完成投资项目的研判, 甚至它还能帮我进行投资陈述, 所以我认为它可以成为像人类一样的工作伙伴。
计算数据	2	如果机器人能够根据诉求去自动完成桥荷载模型的测算, 传输出最终结果, 那么就可以帮助非专业人员、或者说不是这个领域的人把跨领域的工作干得更好; 在办业务开存单的过程中, 机器人拥有超强的运算能力, 所以采用机器人做统计工作, 我觉得是可以信任的。
生成式图片	2	我把一家三口在餐厅吃饭的场景用文字描述出来, 机器人能够理解这段文字, 并生成出我想要的图片; 我认为, 将来的工作报告中是可以借助机器人根据我们提供的素材主动生成并添加图片、影像之类的。
培养新人	2	机器人可以提供工作上经验性的帮助, 比如说我是新入职的, 什么都不会, 但是机器人可以教我, 或许我再也不需要人类师傅了; 作为一个新人, 当组织让我去处理很多本职工作以外的事情, 我愿意借助机器人的能力来辅助我完成。
秘书助理	2	在会谈中机器人可以用摄像头把对话的内容都记录下来, 当我遗忘了什么, 就可以问机器人, 所以我觉得机器人是充当秘书的好角色; 机器人不但有记录、运算功能, 而且还有反馈、纠错功能, 这些能力在工作中对我有很大的帮助, 我认为机器人充当秘书也许是更好的选择。
(4)体力辅助
跑腿性质	3	在职场中可能会遇到一些分身乏术的情况, 可以用HIR帮我们送水、泡茶、冲咖啡、打印复印、收发快递等, 我相信它会做得很好; 将来或许有像酒店内送餐食和日用品的类人机器人一样, 可以很好地完成对合同协议书、法律诉讼函等这些文件的收发整理, 并且全程监控; 当然, 我愿意让类人机器人帮我做一些日常的参观接待和讲解。
高强度高重复	3	搬运负重的时候, 人最多只能抬百来斤, 机器人载重可能上千斤, 所以我觉得在某些方面机器是值得信任的; 工程建设中的拌合站, 全智能的钢筋加工厂都可以让机器人来做; 机械化的这种生产线, 以前需要员工把零件放到指定的位置, 现在使用机器人也做得一样好。
有安全隐患的	1	将来一些工作强度大、危险性高, 或者一些特殊的工作环境可以依赖机器人, 比如桩基础的浇灌, 人工操作会存在一定的危险性。
拍照识别	3	之前的彩电工人是用肉眼去识别一个芯片模块, 现在机器人可能做得比人更好; 或许不久的将来, 机器人代替我完成一些体力上的工作, 比如用机器人参与拍照, 我相信他会漂亮地完成任务; 用机器人精准识别客户签名, 或做其他精准操作层面的工作, 我觉得是可以信赖的。

域(维度)、类及子类	个案(数)	代表性个案的核心观点举例
1. HIR情感修缮信任域(维度)
(1)自我修缮
重塑工作成就感	2	感觉没有得到预期的工作成就, 我会很不舒服、难过, 机器人的理性属性可以改善人类感性等情感属性的缺陷, 我相信他能够将我从负面情绪旋涡中抽离出来; 进行到一半时发现花了很多时间去探索的项目做不出来, 我常常会觉得工作没什么意思, 还会对自我产生怀疑, 机器人拥有着对情绪进行调控和治愈的能力, 所以它是一个值得信任的心理治愈师。
缓解工作麻木倦怠感	2	每天兼顾运营相关的各种各样的杂事让我觉得自己像是大内总管、维修工, 丧失工作热情、感觉麻木, 通过机器人的心理辅助治疗, 我相信能有效提升我的工作热情和活力; 人工智能的出现是对人类现有时间的延长, 或者说是某些认知的拓展, 能把我从重复琐碎的程序性工作中解放, 所以人工智能激发了我的个人价值和工作热情。
辅助反省缓解负罪感	2	工作状态不太好时, 可能会在工作中犯很多低级错误, 为此, 我感到非常自责懊悔。如果机器人可以辅助我进行心理疏导和反省纠错, 我想它应该可以帮我消解我那部分过度的自责感; 在工作中犯错以后, 我常常感到极度懊悔, 我愿意与机器人沟通复盘, 减轻负罪心理, 我相信这比我独自承担会好得多。
拓宽认知缓解焦虑	2	当我需要在短时间内去学习大量的新知识, 我会感到焦虑、压力和茫然无措, 类人机器人对焦虑和压力的靶向修复能力, 相信会让我释然; 很多时候因为认知的局限, 我时常会陷入到“本领恐慌”的焦虑中, 期待组织中引入机器人对员工心理和情绪进行辅助治疗, 我相信这能有效打消庸人自扰的消极情绪。
(2)友情修缮
缓解部门或领导冲突导致的人际负面情绪	3	当领导的批评让我感到悲伤时, 机器人能够辅助我利用大数据分析原因和消除负面情绪, 所以在组织中利用机器人修复情绪是值得推荐的; 平级两个部门之间或者两个单位之间因责任不明晰, 流程不明确产生推诿, 让我对推诿部门的人员产生对立情绪, 采用机器人作为沟通的桥梁, 能够有效缓解这种冲突带来的负面情绪; 有时, 由于上级的原因导致不同部门之间产生了利益分配不均的情况, 对上级不满的负面情绪就会油然而生。由于我与机器人不会有利益冲突, 这让我不用担心被背叛, 所以机器人是一个更好的情感交互对象。
缓解同事之间工作冲突导致的人际负面情绪	3	是的, 我喜欢工作节奏慢一点, 这往往会和工作节奏拉得快的同事产生分歧, 我感觉我们相互之间的关系会变得冷漠、迟钝、甚至很少愿意去沟通。如果单位有一个能共情我、能理解我的机器人, 我愿意寻求机器人的帮助, 向机器人倾诉这类情绪, 这样的我们也许就不会那么冷漠和无情了吧; 有的同事经常把锅甩给我, 功劳归在自己头上。由于不用像担心人类朋友那样担心机器人那么烦我, 所以我更放心把机器人当作情绪倾诉对象; 职场里可能遭遇同事背叛使我陷入焦虑和难受情绪, 所以相比人类同事, 我更相信机器人。
缓解同事之间社交冲突导致的人际负面情绪	2	同事间复杂的人际关系本就让我不是很愿意与同事分享喜怒哀乐, 而且遇到大嘴巴同事很可能在不经你同意的情况下, 扭头就把你讲的话告诉别人了, 我很讨厌这种没有分寸和边界感的同事, 如果机器人可以深度融入到职场, 它更合适成为我的情感交互对象, 并能有效缓解我的负面情绪; 有的同事心眼小、八卦, 经常在背后说三道四和造谣生事, 我对这样的同事很不爽、也无语。相比人类, 我觉得机器人能更好地倾听和安慰我, 并赋予我工作中的积极能量。
2. HIR功能辅助信任域(维度)
(3)智力辅助
收集并解读资讯	3	在我感到收集信息的渠道匮乏时, 借助机器人强大的搜索引擎, 相信可以协助我完成这类工作; 未来, 在工作中可以利用机器人的专业能力去收集、筛选和过滤信息, 从而提高我的工作效率; 对于一些政策性的文件解读, 诸如ChatGPT等工具可能能力更强, 所以我觉得完全可以依赖机器人。
处理表格	2	像用表格汇总数据这类工作, 应该可以完全交给机器人来完成, 它的能力完全可以胜任; 诸如求和、画图、做表之类常规性操作, 机器人的能力在不断地超越人类, 相信不久的将来它就可以基本替代人类。
文案写作	3	在条件允许的情况下, 机器人充当助手辅助完成文案性质的工作, 我相信不会输给人类; 目前, 机器人已经可以用来协助我们写工作总结和做活动策划等, 它是值得我信任的好助手; 将来, 机器人可能陪同我一起完成投资项目的研判, 甚至它还能帮我进行投资陈述, 所以我认为它可以成为像人类一样的工作伙伴。
计算数据	2	如果机器人能够根据诉求去自动完成桥荷载模型的测算, 传输出最终结果, 那么就可以帮助非专业人员、或者说不是这个领域的人把跨领域的工作干得更好; 在办业务开存单的过程中, 机器人拥有超强的运算能力, 所以采用机器人做统计工作, 我觉得是可以信任的。
生成式图片	2	我把一家三口在餐厅吃饭的场景用文字描述出来, 机器人能够理解这段文字, 并生成出我想要的图片; 我认为, 将来的工作报告中是可以借助机器人根据我们提供的素材主动生成并添加图片、影像之类的。
培养新人	2	机器人可以提供工作上经验性的帮助, 比如说我是新入职的, 什么都不会, 但是机器人可以教我, 或许我再也不需要人类师傅了; 作为一个新人, 当组织让我去处理很多本职工作以外的事情, 我愿意借助机器人的能力来辅助我完成。
秘书助理	2	在会谈中机器人可以用摄像头把对话的内容都记录下来, 当我遗忘了什么, 就可以问机器人, 所以我觉得机器人是充当秘书的好角色; 机器人不但有记录、运算功能, 而且还有反馈、纠错功能, 这些能力在工作中对我有很大的帮助, 我认为机器人充当秘书也许是更好的选择。
(4)体力辅助
跑腿性质	3	在职场中可能会遇到一些分身乏术的情况, 可以用HIR帮我们送水、泡茶、冲咖啡、打印复印、收发快递等, 我相信它会做得很好; 将来或许有像酒店内送餐食和日用品的类人机器人一样, 可以很好地完成对合同协议书、法律诉讼函等这些文件的收发整理, 并且全程监控; 当然, 我愿意让类人机器人帮我做一些日常的参观接待和讲解。
高强度高重复	3	搬运负重的时候, 人最多只能抬百来斤, 机器人载重可能上千斤, 所以我觉得在某些方面机器是值得信任的; 工程建设中的拌合站, 全智能的钢筋加工厂都可以让机器人来做; 机械化的这种生产线, 以前需要员工把零件放到指定的位置, 现在使用机器人也做得一样好。
有安全隐患的	1	将来一些工作强度大、危险性高, 或者一些特殊的工作环境可以依赖机器人, 比如桩基础的浇灌, 人工操作会存在一定的危险性。
拍照识别	3	之前的彩电工人是用肉眼去识别一个芯片模块, 现在机器人可能做得比人更好; 或许不久的将来, 机器人代替我完成一些体力上的工作, 比如用机器人参与拍照, 我相信他会漂亮地完成任务; 用机器人精准识别客户签名, 或做其他精准操作层面的工作, 我觉得是可以信赖的。

互动流程	自我修缮	友情修缮	智力辅助	体力辅助
初始互动	HI, 我是HIR小可, 是你工作中的知心助手。每个人都有短板和不足, 每个人都不可能成为完人, 小可愿意与你一起塑造一个更加完善的自己。	HI, 我是HIR小可, 是你工作中的知心助手。当你不善处理与同事的人际关系, 或者感受到工作压力和烦恼时, 小可愿意做你的朋友陪伴你喔。	HI, 我是HIR小可, 是你工作中的得力助手。我可以完成海量的信息搜集、数据处理分析和帮助编辑润色文本等工作, 小可很乐意为你效劳喔。	HI, 我是HIR小可, 是你工作中的得力助手。我可以完成泡茶、跑腿、打印文件、传递资料等工作, 小可很乐意为你效劳喔。
参与者向HIR阐述工作问题	是否共情: 是能否理解问题: 能	是否共情: 是能否理解问题: 能	是否共情: 否能否理解问题: 能	是否共情: 否能否理解问题: 能
参与者向HIR寻求解决办法	提供建议, 获得认可。	提供建议, 获得认可。	提供建议, 获得认可。	未提供建议, 执行人类的建议。
结束互动	别客气, 我会一直在这里陪你完善自己的。小可希望你能开心。	别客气, 我会一直在这里永远做你的朋友。小可希望你能开心。	不客气。	不客气。