Consumer resistance to service robots: a stressor-based perspective on engagement and wellbeing

Abstract

Purpose Applying the Innovation Resistance Theory, this study aims to examine the effects of contextual and trait stressors on consumer engagement and wellbeing in the context of service robots. Design/methodology/approach Data were collected from 560 users who interacted with a service robot at a library and a museum. The data were analyzed using Smart PLS 4.0. Findings The findings show the significant negative effects of perceived intrusion on consumer engagement and wellbeing. In addition, technology anxiety exhibited a significant positive effect on consumer engagement and wellbeing, whereas consumer engagement predicted wellbeing. Moreover, the findings highlight the importance of consumer engagement as a key mediator between the stressors and wellbeing. Practical implications The findings equip service managers with the necessary information to effectively integrate service robots in an inclusive manner that resonates with consumer engagement and wellbeing. Originality/value This research uses field data to empirically validate the effects of contextual and trait stressors on consumer resistance to service robots.