服务机器人如何提高一线员工的任务绩效？——基于人机匹配的视角
How Can Service Robots Improve the Task Performance of Frontline Employees?—Based on Human-Robot Fit Perspective
摘要: 随着数字技术的飞速发展，机器人在服务行业得以广泛应用。学者们分析了机器人带来的压力和对员工的积极或消极影响，但服务机器人如何作用于员工并实现降本增效，仍缺乏深入研究。本文以个人–环境匹配理论为基础，探讨人机匹配对员工任务绩效的影响过程。通过对422名餐饮、酒店及旅行社等一线员工进行问卷调查，对数据进行回归分析，发现人机匹配正向影响任务绩效；趋近工作重塑在人机匹配与任务绩效间起到中介作用；企业培训正向调节人机匹配与趋近工作重塑、趋近工作重塑与任务绩效的关系。研究结论在理论上丰富了人机协作情境下员工主动适应行为的作用机制研究；在实践上，为企业优化人机角色配置、完善培训体系及激励员工工作重塑提供了管理启示。
Abstract: With the rapid development of digital and intelligent technologies, robots have been widely applied in the service industry. Scholars have analyzed the pressures brought by robots and their positive or negative impacts on employees. However, there is still a lack of in-depth research on how service robots act on employees and achieve cost reduction and efficiency improvement. Based on the person-environment fit theory, this paper explores the influence process of human-robot fit on employees’ task performance. Through a questionnaire survey of 422 frontline employees in catering, hotel, travel agency and other industries, and regression analysis of the data, it is found that human-robot fit has a positive impact on task performance; approach job crafting plays a mediating role between human-robot fit and task performance; enterprise training positively moderates the relationships between human-robot fit and approach job crafting, as well as between approach job crafting and task performance. The research conclusions theoretically enrich the study on the mechanism of employees’ proactive adaptation behaviors in the context of human-robot collaboration; in practice, they provide management implications for enterprises to optimize the configuration of human-robot roles, improve the training system and encourage employees’ approach job crafting.
文章引用：郑颖琛, 张媛钦, 关新华. 服务机器人如何提高一线员工的任务绩效？——基于人机匹配的视角[J]. 服务科学和管理, 2026, 15(1): 289-301. https://doi.org/10.12677/ssem.2026.151033

参考文献

[1] Chan, A.P.H. and Tung, V.W.S. (2019) Examining the Effects of Robotic Service on Brand Experience: The Moderating Role of Hotel Segment. Journal of Travel & Tourism Marketing, 36, 458-468. [Google Scholar] [CrossRef] 
[2] Tung, V.W.S. and Au, N. (2018) Exploring Customer Experiences with Robotics in Hospitality. International Journal of Contemporary Hospitality Management, 30, 2680-2697. [Google Scholar] [CrossRef] 
[3] Jia, N., Luo, X., Fang, Z. and Liao, C. (2024) When and How Artificial Intelligence Augments Employee Creativity. Academy of Management Journal, 67, 5-32. [Google Scholar] [CrossRef] 
[4] Acemoglu, D. and Restrepo, P. (2020) Robots and Jobs: Evidence from US Labor Markets. Journal of Political Economy, 128, 2188-2244. [Google Scholar] [CrossRef] 
[5] Koo, B., Curtis, C. and Ryan, B. (2021) Examining the Impact of Artificial Intelligence on Hotel Employees through Job Insecurity Perspectives. International Journal of Hospitality Management, 95, Article ID: 102763. [Google Scholar] [CrossRef] 
[6] Xu, J., Hsiao, A., Reid, S. and Ma, E. (2023) Working with Service Robots? A Systematic Literature Review of Hospitality Employees’ Perspectives. International Journal of Hospitality Management, 113, Article ID: 103523. [Google Scholar] [CrossRef] 
[7] Parvez, M.O., Öztüren, A., Cobanoglu, C., Arasli, H. and Eluwole, K.K. (2022) Employees’ Perception of Robots and Robot-Induced Unemployment in Hospitality Industry under COVID-19 Pandemic. International Journal of Hospitality Management, 107, Article ID: 103336. [Google Scholar] [CrossRef] [PubMed]
[8] Chen, C. and Cai, R. (2024) Are Robots Stealing Our Jobs? Examining Robot-Phobia as a Job Stressor in the Hospitality Workplace. International Journal of Contemporary Hospitality Management, 37, 94-112. [Google Scholar] [CrossRef] 
[9] Pan, S., Lin, Y. and Wong, J.W.C. (2025) The Dark Side of Robot Usage for Hotel Employees: An Uncertainty Management Perspective. Tourism Management, 106, Article ID: 104994. [Google Scholar] [CrossRef] 
[10] Khaliq, A., Waqas, A., Nisar, Q.A., Haider, S. and Asghar, Z. (2022) Application of AI and Robotics in Hospitality Sector: A Resource Gain and Resource Loss Perspective. Technology in Society, 68, Article ID: 101807. [Google Scholar] [CrossRef] 
[11] Yu, H., Shum, C., Alcorn, M., Sun, J. and He, Z. (2022) Robots Can’t Take My Job: Antecedents and Outcomes of Gen Z Employees’ Service Robot Risk Awareness. International Journal of Contemporary Hospitality Management, 34, 2971-2988. [Google Scholar] [CrossRef] 
[12] Ma, C. and Ye, J. (2022) Linking Artificial Intelligence to Service Sabotage. The Service Industries Journal, 42, 1054-1074. [Google Scholar] [CrossRef] 
[13] Kong, H., Yuan, Y., Baruch, Y., Bu, N., Jiang, X. and Wang, K. (2021) Influences of Artificial Intelligence (AI) Awareness on Career Competency and Job Burnout. International Journal of Contemporary Hospitality Management, 33, 717-734. [Google Scholar] [CrossRef] 
[14] Li, J, Bonn, M.A. and Ye, B.H. (2019) Hotel Employee’s Artificial Intelligence and Robotics Awareness and Its Impact on Turnover Intention: The Moderating Roles of Perceived Organizational Support and Competitive Psychological Climate. Tourism Management, 73, 172-181. [Google Scholar] [CrossRef] 
[15] Zhang, L., Li, J., Wang, L., Mao, M. and Zhang, R. (2023) How Does the Usage of Robots in Hotels Affect Employees’ Turnover Intention? A Double-Edged Sword Study. Journal of Hospitality and Tourism Management, 57, 74-83. [Google Scholar] [CrossRef] 
[16] Yang, Y., Chi, M., Bi, X. and Xu, Y. (2024) How Does the Anthropomorphism of Service Robots Impact Employees’ Role Service Behavior in the Workplace? International Journal of Hospitality Management, 122, Article ID: 103857. [Google Scholar] [CrossRef] 
[17] Qiu, H., Li, M., Bai, B., Wang, N. and Li, Y. (2022) The Impact of AI-Enabled Service Attributes on Service Hospitableness: The Role of Employee Physical and Psychological Workload. International Journal of Contemporary Hospitality Management, 34, 1374-1398. [Google Scholar] [CrossRef] 
[18] Liu, X., Zhang, L., Xie, L. and Guan, X. (2024) What Happens after the Arrival of Service Robots? Investigating How Robotic Usage Experience Facilitates Employees’ Exploitative and Exploratory Learning Behaviors. International Journal of Hospitality Management, 123, Article ID: 103936. [Google Scholar] [CrossRef] 
[19] Guan, X., Xu, X., Gong, J. and Liu, X. (2024) Facing AI with Knowledge: An Investigative Study on the Utilisation of Service Robots and Employee Knowledge Management Behaviours. Current Issues in Tourism, 28, 3302-3318. [Google Scholar] [CrossRef] 
[20] Guan, X., Zheng, Y., Zhang, L. and Liu, X. (2024) The Impact of Service Robot Compatibility on Hospitality Employee Learning Behaviors: A Transformative Learning Perspective. Journal of Hospitality Marketing & Management, 34, 257-280. [Google Scholar] [CrossRef] 
[21] Liang, X., Guo, G., Shu, L., Gong, Q. and Luo, P. (2022) Investigating the Double-Edged Sword Effect of AI Awareness on Employee’s Service Innovative Behavior. Tourism Management, 92, Article ID: 104564. [Google Scholar] [CrossRef] 
[22] Ding, L. (2021) Employees’ Challenge-Hindrance Appraisals toward STARA Awareness and Competitive Productivity: A Micro-Level Case. International Journal of Contemporary Hospitality Management, 33, 2950-2969. [Google Scholar] [CrossRef] 
[23] Ali, F., Dogan, S., Chen, X., Cobanoglu, C. and Limayem, M. (2022) Friend or a Foe: Understanding Generation Z Employees’ Intentions to Work with Service Robots in the Hotel Industry. International Journal of Human-Computer Interaction, 39, 111-122. [Google Scholar] [CrossRef] 
[24] Leung, X.Y., Zhang, H., Lyu, J. and Bai, B. (2023) Why Do Hotel Frontline Employees Use Service Robots in the Workplace? A Technology Affordance Theory Perspective. International Journal of Hospitality Management, 108, Article ID: 103380. [Google Scholar] [CrossRef] 
[25] Song, Y., Zhang, M., Hu, J. and Cao, X. (2022) Dancing with Service Robots: The Impacts of Employee-Robot Collaboration on Hotel Employees’ Job Crafting. International Journal of Hospitality Management, 103, Article ID: 103220. [Google Scholar] [CrossRef] 
[26] Xiao, L. and Kumar, V. (2019) Robotics for Customer Service: A Useful Complement or an Ultimate Substitute? Journal of Service Research, 24, 9-29. [Google Scholar] [CrossRef] 
[27] Liu, X., Zhang, L., Lin, Z. and Guan, X. (2025) Robots Make Me Feel More Like a Human! Investigating How Employee-Robot Engagement Reduces Workplace Depersonalization. Tourism Management, 109, Article ID: 105149. [Google Scholar] [CrossRef] 
[28] Bhattarai, G. and Bahadur Budhathoki, P. (2023) Impact of Person-Environment Fit on Innovative Work Behavior: Mediating Role of Work Engagement. Problems and Perspectives in Management, 21, 396-407. [Google Scholar] [CrossRef] 
[29] Rocconi, L.M., Liu, X. and Pike, G.R. (2020) The Impact of Person-Environment Fit on Grades, Perceived Gains, and Satisfaction: An Application of Holland’s Theory. Higher Education, 80, 857-874. [Google Scholar] [CrossRef] 
[30] Abdalla, A., Elsetouhi, A., Negm, A. and Abdou, H. (2018) Perceived Person-Organization Fit and Turnover Intention in Medical Centers: The Mediating Roles of Person-Group Fit and Person-Job Fit Perceptions. Personnel Review, 47, 863-881. [Google Scholar] [CrossRef] 
[31] Boon, C. and Biron, M. (2016) Temporal Issues in Person-Organization Fit, Person-Job Fit and Turnover: The Role of Leader-Member Exchange. Human Relations, 69, 2177-2200. [Google Scholar] [CrossRef] [PubMed]
[32] Kim, T., Aryee, S., Loi, R. and Kim, S. (2013) Person-Organization Fit and Employee Outcomes: Test of a Social Exchange Model. The International Journal of Human Resource Management, 24, 3719-3737. [Google Scholar] [CrossRef] 
[33] Malik, A., Budhwar, P., Patel, C. and Srikanth, N.R. (2023) May the Bots Be with You! Delivering HR Cost-Effectiveness and Individualised Employee Experiences in an Mne. In: Malik, A. and Budhwar, P., Eds., Artificial Intelligence and International HRM, Routledge, 83-113. [Google Scholar] [CrossRef] 
[34] Li, J., Wu, T., Wu, Y.J. and Goh, M. (2023) Systematic Literature Review of Human-Machine Collaboration in Organizations Using Bibliometric Analysis. Management Decision, 61, 2920-2944. [Google Scholar] [CrossRef] 
[35] Kristof-Brown, A. and Guay, R.P. (2011) Person-Environment Fit. In: Zedeck, S., Ed., APA Handbook of Industrial and Organizational Psychology, Vol 3: Maintaining, Expanding, and Contracting the Organization, American Psychological Association, 3-50. [Google Scholar] [CrossRef] 
[36] Kristof‐Brown, A.L., Zimmerman, R.D. and Johnson, E.C. (2005) Consequences of Individuals’ Fit at Work: A Meta-Analysis of Person-Job, Person-Organization, Person-Group, and Person-Supervisor Fit. Personnel Psychology, 58, 281-342. [Google Scholar] [CrossRef] 
[37] Wrzesniewski, A. and Dutton, J.E. (2001) Crafting a Job: Revisioning Employees as Active Crafters of Their Work. The Academy of Management Review, 26, 179-201. [Google Scholar] [CrossRef] 
[38] Zhang, F. and Parker, S.K. (2018) Reorienting Job Crafting Research: A Hierarchical Structure of Job Crafting Concepts and Integrative Review. Journal of Organizational Behavior, 40, 126-146. [Google Scholar] [CrossRef] 
[39] Bruning, P.F. and Campion, M.A. (2018) A Role-Resource Approach-Avoidance Model of Job Crafting: A Multimethod Integration and Extension of Job Crafting Theory. Academy of Management Journal, 61, 499-522. [Google Scholar] [CrossRef] 
[40] Lichtenthaler, P.W. and Fischbach, A. (2016) Job Crafting and Motivation to Continue Working Beyond Retirement Age. Career Development International, 21, 477-497. [Google Scholar] [CrossRef] 
[41] Bindl, U.K., Unsworth, K.L., Gibson, C.B. and Stride, C.B. (2019) Job Crafting Revisited: Implications of an Extended Framework for Active Changes at Work. Journal of Applied Psychology, 104, 605-628. [Google Scholar] [CrossRef] [PubMed]
[42] Tims, M., Derks, D. and Bakker, A.B. (2016) Job Crafting and Its Relationships with Person-Job Fit and Meaningfulness: A Three-Wave Study. Journal of Vocational Behavior, 92, 44-53. [Google Scholar] [CrossRef] 
[43] Berg, J.M., Dutton, J.E. and Wrzesniewski, A. (2008) What Is Job Crafting and Why Does It Matter. Center for Positive Organizational Scholarship.
[44] Bizzi, L. (2016) Network Characteristics: When an Individual’s Job Crafting Depends on the Jobs of Others. Human Relations, 70, 436-460. [Google Scholar] [CrossRef] 
[45] Vleugels, W., Verbruggen, M., De Cooman, R. and Billsberry, J. (2022) A Systematic Review of Temporal Person‐environment Fit Research: Trends, Developments, Obstacles, and Opportunities for Future Research. Journal of Organizational Behavior, 44, 376-398. [Google Scholar] [CrossRef] 
[46] Homburg, C., Wieseke, J. and Bornemann, T. (2009) Implementing the Marketing Concept at the Employee-Customer Interface: The Role of Customer Need Knowledge. Journal of Marketing, 73, 64-81. [Google Scholar] [CrossRef] 
[47] Cheng, J., Chen, C., Teng, H. and Yen, C. (2016) Tour Leaders’ Job Crafting and Job Outcomes: The Moderating Role of Perceived Organizational Support. Tourism Management Perspectives, 20, 19-29. [Google Scholar] [CrossRef] 
[48] Moore, G.C. and Benbasat, I. (1991) Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation. Information Systems Research, 2, 192-222. [Google Scholar] [CrossRef] 
[49] Menguc, B., Auh, S. and Uslu, A. (2012) Customer Knowledge Creation Capability and Performance in Sales Teams. Journal of the Academy of Marketing Science, 41, 19-39. [Google Scholar] [CrossRef] 
[50] Williams, L.J. and Anderson, S.E. (1991) Job Satisfaction and Organizational Commitment as Predictors of Organizational Citizenship and In-Role Behaviors. Journal of Management, 17, 601-617. [Google Scholar] [CrossRef] 
[51] Campion, M.A., Medsker, G.J. and Higgs, A.C. (1993) Relations between Work Group Characteristics and Effectiveness: Implications for Designing Effective Work Groups. Personnel Psychology, 46, 823-847. [Google Scholar] [CrossRef] 
[52] Podsakoff, P.M. and Organ, D.W. (1986) Self-Reports in Organizational Research: Problems and Prospects. Journal of Management, 12, 531-544. [Google Scholar] [CrossRef] 
[53] Hayes, A.F. (2017) Partial, Conditional, and Moderated Mediation: Quantification, Inference, and Interpretation. Communication Monographs, 85, 4-40. [Google Scholar] [CrossRef] 
[54] Nunnally, J.C. and Bernstein, I.H. (1978) Psychometric Theory. McGraw-Hill.
[55] Fornell, C. and Larcker, D.F. (1981) Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18, 39-50. [Google Scholar] [CrossRef] 
[56] 刘欣, 谢礼珊. 是喜还是忧? 服务机器人角色对员工幸福感的双路径影响机制——基于服务接待业人机互动情境的定性和定量研究[J]. 南开管理评论, 2025, 28(3): 124-135, 160.

为你推荐