How Service Robot Anthropomorphism and Employee Self-Efficacy Shape Collaborative Performance

Abstract

This study aims to elucidate the mechanisms through which service robot anthropomorphism and employee self-efficacy influence human–robot collaborative performance in the service industry. A conceptual model was developed in which perceived usefulness, perceived ease of use, perceived competence, and collaborative intention operate as multiple mediators, clarifying how robot-assisted collaboration enhances performance. Using structural equation modeling, we analyzed data from 418 valid questionnaires collected from employees in the hospitality and catering sectors. The results indicate that both service robot anthropomorphism and employee self-efficacy significantly enhance employees’ perceptions of usefulness, ease of use, and competence. These perceptions, in turn, positively affect collaborative intention, which subsequently improves collaborative performance. Moreover, perceived usefulness, ease of use, and competence jointly mediate the relationships between the antecedent variables (anthropomorphism and self-efficacy) and collaborative performance. In summary, the findings elucidate a sequential mediation pathway: robot anthropomorphism and employee self-efficacy boost key perceptions, thereby fostering collaborative intention and ultimately enhancing performance. The study provides theoretical insights into the psychological mechanisms through which anthropomorphic design features and employee self-efficacy shape effective human–robot collaboration and offers practical guidance for the successful integration of service robots into service operations.