Publikacja:

Risk Perception and Risk Behavior in Response to Service Robot Anthropomorphism in Banking

Data

2022
Artykuł
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cris.legacyid7013
cris.virtual.journalance#PLACEHOLDER_PARENT_METADATA_VALUE#
cris.virtualsource.journalancedc92c553-0411-4522-97d5-b7ef33169392
dc.abstract.plPurpose: This article explores how anthropomorphized service robots shape consumer risk perceptions and risk behavior via uncanniness as a function of individual differences in banking. Methodology: An online between-subjects experiment (N = 293), set in a fictitious bank, featuring four levels of service robot anthropomorphism (low, medium, high, human), measured risk perceptions (psychological, functional, privacy, time), and risk behavior as DVs, uncanniness as mediator, technology readiness, and behavioral inhibition as moderators. Findings: Risk perceptions are the lowest for medium (vs. high) anthropomorphism and are mediated by uncanniness. Risk behavior remains unaffected by the manipulation. Technology readiness overall attenuates the main effect on time risk perception but amplifies it for high anthropomorphism, whereas high behavioral inhibition increases risk behavior under the exposure of low anthropomorphism. Implication: Banks who plan to place robots in service functions should be mostly concerned about experiential rather than behavioral consequences and are advised to use medium anthropomorphism robots since they appear to qualify as viable substitutes for human bank tellers. Value: We contribute to the service robot and anthropomorphism literature by (1) distinguishing between dimensions of risk perceptions, (2) measuring actual risk behavior, and (3) setting our study in a business and marketing relevant context: banking.
dc.contributor.affiliationISM University of Management and Economics
dc.contributor.affiliation#PLACEHOLDER_PARENT_METADATA_VALUE#
dc.contributor.affiliationISM University of Management and Economics
dc.contributor.authorMartin Aubel
dc.contributor.authorIndre Pikturniene
dc.contributor.authorYannick Joye
dc.date.accessioned2025-07-25T16:03:04Z
dc.date.available2025-07-25T16:03:04Z
dc.date.issued2022
dc.date.published6/2022
dc.description.issue2
dc.description.physical26–42
dc.description.volume30
dc.identifier.doi10.7206/cemj.2658-0845.74
dc.identifier.issn2658-0845
dc.identifier.urihttps://repozytorium.kozminski.edu.pl/handle/item/1701
dc.languageen
dc.relation.ispartofCentral European Management Journal
dc.relation.pages26–42
dc.rightsCC-BY-4.0
dc.subjectanthropomorphism
dc.subjectrisk perception
dc.subjectrisk behavior
dc.subjectservice robots
dc.subjectuncanny valley
dc.subtypeOriginal
dc.title

Risk Perception and Risk Behavior in Response to Service Robot Anthropomorphism in Banking

dc.typeArticle
dspace.entity.typePublication