服务机器人风险感知与工作重塑：意义维持的视角-管理科学

2026, 39(3): 51-68

服务机器人风险感知与工作重塑：意义维持的视角

Perceived Risk with Service Robots and Job Crafting: A Perspective of Meaning Maintenance

DOI：10.3969/j.issn.1672-0334.2026.03.004

中国分类号：F272.92

作者：

杜亚娜郑州大学商学院，郑州 450001

杨超然郑州大学商学院，郑州 450001

王嘉琳郑州大学商学院，郑州 450001

中文摘要：

在服务机器人日益普及并广泛应用的工作场景中，理解员工对与机器人协作的感知如何影响其工作行为，已成为一个值得深入研究的议题。随着智能技术的引入和部署，已有研究多聚焦智能技术意识带来的负面影响，而员工对服务机器人的风险感知是否以及如何促进员工的积极适应性行为，仍有待进一步探索。基于意义维持模型，构建服务机器人风险感知通过情感反刍和问题解决沉思这两种工作反刍影响员工工作重塑的双路径模型，并引入未来工作自我清晰度作为调节变量，探讨其在风险感知与工作反刍之间的边界作用。为验证理论模型，采用情景实验法和多时点问卷调查法进行实证检验。研究1对141名参与者开展情景实验，旨在初步验证变量间的因果关系，增强研究结果的内部效度；研究2对具有与服务机器人共同工作经历的476名员工进行3时点问卷调查，以提升研究结果的外部效度，并对理论模型进行再次验证，从而揭示服务机器人风险感知与员工工作重塑之间的关系。研究结果表明，服务机器人风险感知能够激起员工的情感反刍和问题解决沉思。为了缓解意义违反所引发的工作反刍伴随的应激唤醒状态，个体会倾向于主动调整其工作任务、工作认知以及关系边界，通过重塑工作进行补偿，以此维持工作意义，即情感反刍和问题解决沉思在服务机器人风险感知与工作重塑之间具有中介作用。此外，作为个体关键的自我认知资源，未来工作自我清晰度能够正向调节服务机器人风险感知对情感反刍和问题解决沉思的影响，以及服务机器人风险感知通过情感反刍和问题解决沉思对员工工作重塑的间接影响。基于意义维持视角提供了对服务机器人风险感知的丰富理解，揭示了服务机器人风险感知与工作重塑之间的作用机制和未来工作自我清晰度的边界效应，并为处于服务业的组织有效引导员工工作重塑提供重要启示和实践指导。

关键词：工作重塑；服务机器人风险感知；情感反刍；问题解决沉思；未来工作自我清晰度；意义维持模型

英文摘要：

In work settings where service robots are increasingly prevalent and widely deployed, understanding how employees′ perceptions of collaborating with robots influence their work behaviors has become a topic worthy of in-depth research. With the introduction and deployment of intelligent technology, existing research has predominantly focused on the negative effects of smart technology awareness. However, whether and how employees′ perceived risk with service robots promotes their adaptive and positive behavioral responses remains to be further explored. Based on the Meaning Maintenance Model, this study constructs a dual-path model in which perceived risk with service robots influences job crafting through two types of work-related rumination, i.e., affective rumination and problem-solving pondering, and introduces future work self salience as a moderator to explore its boundary role in the relationship between perceived risk with service robots and work-related rumination. To test the proposed theoretical model, empirical validation was conducted using a scenario experiment and a multi-wave questionnaire survey. Study 1 conducted a scenario experiment with 141 participants to preliminarily establish causal relationships among the variables and strengthen internal validity. Study 2 employed a three-wave questionnaire survey of 476 employees with experience working alongside service robots, aiming to enhance external validity and re-validate the theoretical model, thereby revealing the relationship between perceived risk with service robots and employees′ job crafting. Findings indicate that perceived risk with service robots elicits employees′ affective rumination and problem-solving pondering. To alleviate the state of stress arousal accompanying work-related rumination induced by meaning violation, individuals are inclined to proactively adjust tasks, reframe cognitions, and reshape relationships, compensating through job crafting in order to maintain a sense of meaningfulness. That is, affective rumination and problem-solving pondering mediate the relationship between perceived risk with service robots and job crafting. Furthermore, as a critical self-cognitive resource for individuals, future work self salience positively moderates the effects of perceived risk with service robots on affective rumination and problem-solving pondering, as well as the indirect effect of perceived risk on job crafting through affective rumination and problem-solving pondering. Drawing on the meaning maintenance perspective, this study provides a nuanced understanding of perceived risk with service robots, reveals the mechanisms underlying the relationship between perceived risk with service robots and job crafting, and identifies the boundary effect of future work self salience. The findings also offer important insights and practical guidance for organizations in the service industry to effectively facilitate employees′ job crafting.