Consumer resistance to service robots: a stressor-based perspective on engagement and wellbeing
Amy Wong is an Associate Professor in the School of Business at the Singapore University of Social Sciences. She holds a PhD in Management from Monash University, Australia. Her research interests include service robots, online brand communities and social media influencers.
ISSN: 0736-3761
Article publication date: 12 November 2024
Issue publication date: 2 January 2025
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.
Keywords
Acknowledgements
This research was supported by the Ministry of Education, Singapore, under its MOE Start-up Research Funding (RF10018J). Any opinions, findings and conclusions or recommendations expressed in this manuscript are those of the authors and do not reflect the views of the Ministry of Education, Singapore.
Declaration of competing interest: None
Citation
Wong, J. and Wong, A. (2025), "Consumer resistance to service robots: a stressor-based perspective on engagement and wellbeing", Journal of Consumer Marketing, Vol. 42 No. 1, pp. 56-71. https://doi.org/10.1108/JCM-02-2024-6600
Publisher
:Emerald Publishing Limited
Copyright © 2024, Emerald Publishing Limited