The impact of customer privacy concerns on service robot adoption intentions: A credence/experience service typology perspective

Customer privacy concerns and service scenarios are important influencing factors affecting the adoption of service robots. This research examines the mechanism and boundary conditions associated with the interaction effect between customers' privacy concerns and service type on their willingness to adopt service robots. Based on the credence/experience service classification, we conducted two scenario experiments and demonstrated that the interaction effect between privacy concerns and service type influences customers' willingness to adopt service robots. The findings suggest that individuals with high privacy concerns are less willing to utilize service robots in credence services (vs. experience services) than are individuals with low privacy concerns. Customer data vulnerability plays a mediating role in this relationship, which is moderated by personalization declaration. Theoretical and managerial implications are discussed.

Automated summary

This research examines the interaction effect of customer privacy concerns and service type on the willingness to adopt service robots, and finds that customers with high privacy concerns are less willing to use service robots in credence services.