Keywords

Service Robots, Organizational Citizenship Behavior, Perceived Organizational Support, State Empathy

Abstract

Research on service robots is currently more conceptual than it is empirical. This thesis leverages resource allocation and social exchange theories to explain how employees choose to expend their resources depending on the functioning of the service robot. I propose that service robot quality (defined here as an employee’s perception of the usefulness and ease of use of a service robot) is an important consideration for organizations that adopt service robots, and hypothesize that employee state empathy and support (or obstruction) from their organization links service robot quality to employee organizational citizenship behaviors. The study consisted of 166 participants from two samples who were compensated for participation. Results demonstrated significant indirect effects from service robot quality to organizational citizenship behaviors via state empathy and perceived organizational support. However, results did not support perceived organizational obstruction as a mediator. Theoretical and practical implications as well as limitations and future research directions are then discussed.

Completion Date

2025

Semester

Summer

Committee Chair

Shoss, Mindy

Degree

Master of Science (M.S.)

College

College of Sciences

Department

Psychology

Format

PDF

Identifier

DP0029562

Language

English

Document Type

Thesis

Campus Location

Orlando (Main) Campus

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