Robot attractiveness and human emotional barriers: the effects of anthropomorphism in robot error situations

Abstract

Purpose In the evolution of robots from mere “machines” to entities possessing genuine human-like qualities, anthropomorphism plays a pivotal role. The design intent of robot anthropomorphism is to gain employee trust and acceptance. However, when anthropomorphic design reaches a certain threshold, it may yield negative outcomes. Against the backdrop of this unclear threshold, this study focuses on how the degree of anthropomorphism in service robots influences employees' willingness to accept them during robotic error scenarios. Design/methodology/approach Drawing upon Expectation Confirmation Theory and the Uncanny Valley Theory, this study employs experimental research and field experiment. Through three experiments, it explores the underlying mechanisms by which highly anthropomorphized versus minimally anthropomorphized service robots influence employee acceptance in public and private settings. Findings Results indicate that in public settings, highly anthropomorphic service robots trigger stronger disgust by violating individuals' high expectations, thereby reducing acceptance intention. In private settings, robots diminish acceptance intention by eliciting eeriness sensations. Furthermore, workplace setting moderates the main effect of anthropomorphism on acceptance intention. After encountering errors from highly anthropomorphized robots, individuals exhibit lower acceptance intention in private settings than in public ones. Conversely, after encountering errors from lowly anthropomorphized robots, acceptance intention in private settings shows no significant difference compared to public settings. Originality/value First, existing research indicates that anthropomorphic robot design aims to gain employee trust and acceptance. However, when anthropomorphism exceeds a specific threshold, it may instead trigger negative effects. Given the ambiguity of this critical point, this study focuses on how the degree of anthropomorphism in service robots influences employees' willingness to accept robots during service failure scenarios. Second, Differing from prior studies, this research innovatively shifts the focus from the positive emotional impact of anthropomorphic design to its negative emotional effects during failure scenarios. Third, we reveal the psychological mechanisms underlying acceptance intention and compare these effects across different workplace settings.