Understanding service robot adoption and resistance from a service provider perspective

Yohan Cho and Gyu Hyun Kwon

Technological Forecasting and Social Change, 2025, vol. 210, issue C

Abstract: With the advancement of AI technology, service robots are gradually becoming a part of our daily lives. Many existing studies have focused on the Pre-Adoption of service robots from the consumer's perspective. However, there is a lack of research from the provider's perspective, as well as studies integrating both Pre-Adoption and Post-Adoption phases. Therefore, this study aims to investigate the factors influencing service providers' Pre-Adoption and Post-Adoption of service robots, and identify the elements impeding these processes. To achieve this goal, we conducted a qualitative study based on YouTube interview videos with 31 service providers who actively use service robots in their work. The analysis of these interviews identified 18 topics, which were categorized into four dimensions: Pre-Adoption, Post-Adoption, Reasons for Adoption, and Reasons against Adoption. This categorization allowed us to understand the factors influencing adoption and resistance at each stage of the service robot adoption process. These results have significant implications for buyers and operators who want to implement service robots in practice, as well as for robot suppliers who design and develop service robots.

Keywords: Service robot; Adoption; Service provider; Behavioral reasoning theory (search for similar items in EconPapers)
Date: 2025
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0040162524006838
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:tefoso:v:210:y:2025:i:c:s0040162524006838

DOI: 10.1016/j.techfore.2024.123885

Access Statistics for this article

Technological Forecasting and Social Change is currently edited by Fred Phillips

More articles in Technological Forecasting and Social Change from Elsevier
Bibliographic data for series maintained by Catherine Liu ().