IDEAS home Printed from https://ideas.repec.org/a/eee/tefoso/v198y2024ics0040162523007199.html
   My bibliography  Save this article

Privacy concerns versus personalisation benefits in social robot acceptance by employees: A paradox theory — Contingency perspective

Author

Listed:
  • Khaksar, Seyed Mohammad Sadegh
  • Shahmehr, Fatemeh S.
  • Miah, Shah
  • Daim, Tugrul
  • Ozdemir, Dilek

Abstract

Acceptance of automation has been a challenge for over a century now. There are several success stories but there are also many failures. Studies exploring robots also go back many decades. Recent technological developments made science fiction movies a reality and we started seeing social robots emerging. This study explored acceptance of social robots by developing an argument that incorporates an individual-level, paradoxical nature of privacy and personalisation into the existing technology acceptance theory. The study accomplished its goals by focusing on employees working in care-providing organisations. The results indicated that both privacy concerns and service personalisation benefits independently and interdependently predict intention to use social robots at work. We also found that an employee's intention to use a social robot is highly dependent on her paradox mindset on both personalisation benefits and privacy concerns.

Suggested Citation

  • Khaksar, Seyed Mohammad Sadegh & Shahmehr, Fatemeh S. & Miah, Shah & Daim, Tugrul & Ozdemir, Dilek, 2024. "Privacy concerns versus personalisation benefits in social robot acceptance by employees: A paradox theory — Contingency perspective," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    • Handle: RePEc:eee:tefoso:v:198:y:2024:i:c:s0040162523007199
    DOI: 10.1016/j.techfore.2023.123034
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0040162523007199
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.techfore.2023.123034?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Garima Sharma & Anand Kumar Jaiswal, 2018. "Unsustainability of Sustainability: Cognitive Frames and Tensions in Bottom of the Pyramid Projects," Journal of Business Ethics, Springer, vol. 148(2), pages 291-307, March.
    2. De Gauquier, Laurens & Willems, Kim & Cao, Hoang-Long & Vanderborght, Bram & Brengman, Malaika, 2023. "Together or alone: Should service robots and frontline employees collaborate in retail-customer interactions at the POS?," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    3. Smink, Anne R. & van Reijmersdal, Eva A. & van Noort, Guda & Neijens, Peter C., 2020. "Shopping in augmented reality: The effects of spatial presence, personalization and intrusiveness on app and brand responses," Journal of Business Research, Elsevier, vol. 118(C), pages 474-485.
    4. Demiralay, Sercan & Gencer, Hatice Gaye & Bayraci, Selcuk, 2021. "How do Artificial Intelligence and Robotics Stocks co-move with traditional and alternative assets in the age of the 4th industrial revolution? Implications and Insights for the COVID-19 period," Technological Forecasting and Social Change, Elsevier, vol. 171(C).
    5. Montobbio, Fabio & Staccioli, Jacopo & Virgillito, Maria Enrica & Vivarelli, Marco, 2022. "Robots and the origin of their labour-saving impact," Technological Forecasting and Social Change, Elsevier, vol. 174(C).
    6. Schweitzer, Virginie & Simon, Françoise, 2021. "Self-construals as the locus of paradoxical consumer empowerment in self-service retail technology environments," Journal of Business Research, Elsevier, vol. 126(C), pages 291-306.
    7. Ronit Nadiv, 2021. "Home, work or both? The role of paradox mindset in a remote work environment during the COVID-19 pandemic," International Journal of Manpower, Emerald Group Publishing Limited, vol. 43(5), pages 1182-1203, December.
    8. Matt Beane & Wanda J. Orlikowski, 2015. "What Difference Does a Robot Make? The Material Enactment of Distributed Coordination," Organization Science, INFORMS, vol. 26(6), pages 1553-1573, December.
    9. Raffaele Fabio Ciriello & Alexander Richter & Gerhard Schwabe, 2019. "The paradoxical effects of digital artefacts on innovation practices," European Journal of Information Systems, Taylor & Francis Journals, vol. 28(2), pages 149-172, March.
    10. Armstrong, J. Scott & Overton, Terry S., 1977. "Estimating Nonresponse Bias in Mail Surveys," MPRA Paper 81694, University Library of Munich, Germany.
    11. Samuelson, William & Zeckhauser, Richard, 1988. "Status Quo Bias in Decision Making," Journal of Risk and Uncertainty, Springer, vol. 1(1), pages 7-59, March.
    12. Ronan de Kervenoael & Rajibul Hasan & Alexandre Schwob & Edwin Goh, 2020. "Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots," Post-Print hal-02782265, HAL.
    13. Borghi, Matteo & Mariani, Marcello M., 2022. "The role of emotions in the consumer meaning-making of interactions with social robots," Technological Forecasting and Social Change, Elsevier, vol. 182(C).
    14. Robert Wayne Gregory & Mark Keil & Jan Muntermann & Magnus Mähring, 2015. "Paradoxes and the Nature of Ambidexterity in IT Transformation Programs," Information Systems Research, INFORMS, vol. 26(1), pages 57-80, March.
    15. Aguirre, Elizabeth & Mahr, Dominik & Grewal, Dhruv & de Ruyter, Ko & Wetzels, Martin, 2015. "Unraveling the Personalization Paradox: The Effect of Information Collection and Trust-Building Strategies on Online Advertisement Effectiveness," Journal of Retailing, Elsevier, vol. 91(1), pages 34-49.
    16. Fernandes, Teresa & Oliveira, Elisabete, 2021. "Understanding consumers’ acceptance of automated technologies in service encounters: Drivers of digital voice assistants adoption," Journal of Business Research, Elsevier, vol. 122(C), pages 180-191.
    17. Subero-Navarro, à urea & Pelegrín-Borondo, Jorge & Reinares-Lara, Eva & Olarte-Pascual, Cristina, 2022. "Proposal for modeling social robot acceptance by retail customers: CAN model + technophobia," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    18. MacKenzie, Scott B. & Podsakoff, Philip M., 2012. "Common Method Bias in Marketing: Causes, Mechanisms, and Procedural Remedies," Journal of Retailing, Elsevier, vol. 88(4), pages 542-555.
    19. Blake E. Ashforth & Kristie M. Rogers & Michael G. Pratt & Camille Pradies, 2014. "Ambivalence in Organizations: A Multilevel Approach," Organization Science, INFORMS, vol. 25(5), pages 1453-1478, October.
    20. Yan Zhang & Ying Zhang & Kenneth S. Law & Jing Zhou, 2022. "Paradoxical Leadership, Subjective Ambivalence, and Employee Creativity: Effects of Employee Holistic Thinking," Journal of Management Studies, Wiley Blackwell, vol. 59(3), pages 695-723, May.
    21. Manthiou, Aikaterini & Klaus, Phil, 2022. "The interplaying factors of the robotic tourism experience: The customer journey's touchpoints, context, and qualities," Technological Forecasting and Social Change, Elsevier, vol. 177(C).
    22. Grazia D’onofrio & Laura Fiorini & Marleen de Mul & Isabelle Fabbricotti & Yasuo Okabe & Rafaele Limosani & Alessandra Vitanza & Francesca Greco & Francesco Giuliani & Denis Guiot & Eloïse Sengès & Hi, 2018. "Agile Co-Creation for Robots and Aging (ACCRA) Project: new technological solutions for older people," Post-Print hal-02748871, HAL.
    23. Pereira, Vijay & Giudice, Manlio Del & Malik, Ashish & Tarba, Shlomo & Temouri, Yama & Budhwar, Pawan & Patnaik, Swetketu, 2021. "A longitudinal investigation into multilevel agile & ambidextrous strategic dualities in an information technology high performing EMNE," Technological Forecasting and Social Change, Elsevier, vol. 169(C).
    24. Nørskov, Sladjana & Damholdt, Malene F. & Ulhøi, John P. & Jensen, Morten Berg & Mathiasen, Mia Krogager & Ess, Charles M. & Seibt, Johanna, 2022. "Employers’ and applicants’ fairness perceptions in job interviews: using a teleoperated robot as a fair proxy," Technological Forecasting and Social Change, Elsevier, vol. 179(C).
    25. Kim, Daewon & Kim, Suwon, 2021. "A model for user acceptance of robot journalism: Influence of positive disconfirmation and uncertainty avoidance," Technological Forecasting and Social Change, Elsevier, vol. 163(C).
    26. Lee, Chien-Chiang & Qin, Shuai & Li, Yaya, 2022. "Does industrial robot application promote green technology innovation in the manufacturing industry?," Technological Forecasting and Social Change, Elsevier, vol. 183(C).
    27. Virginie Schweitzer & Françoise Simon, 2021. "Self-construals as the locus of paradoxical consumer empowerment in self-service retail technology environments," Post-Print hal-03110766, HAL.
    28. Søraa, Roger Andre & Nyvoll, Pernille & Tøndel, Gunhild & Fosch-Villaronga, Eduard & Serrano, J. Artur, 2021. "The social dimension of domesticating technology: Interactions between older adults, caregivers, and robots in the home," Technological Forecasting and Social Change, Elsevier, vol. 167(C).
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Arsenyan, Jbid & Mirowska, Agata & Piepenbrink, Anke, 2023. "Close encounters with the virtual kind: Defining a human-virtual agent coexistence framework," Technological Forecasting and Social Change, Elsevier, vol. 193(C).
    2. Sohn, Stefanie, 2024. "Consumer perceived risk of using autonomous retail technology," Journal of Business Research, Elsevier, vol. 171(C).
    3. Yao, Qi & Hu, Chao & Zhou, Wenkai, 2024. "The impact of customer privacy concerns on service robot adoption intentions: A credence/experience service typology perspective," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    4. Maduku, Daniel K. & Mpinganjira, Mercy & Rana, Nripendra P. & Thusi, Philile & Ledikwe, Aobakwe & Mkhize, Njabulo Happy-boy, 2023. "Assessing customer passion, commitment, and word-of-mouth intentions in digital assistant usage: The moderating role of technology anxiety," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    5. de Kervenoael, Ronan & Schwob, Alexandre & Hasan, Rajibul & Psylla, Evangelia, 2024. "SIoT robots and consumer experiences in retail: Unpacking repeat purchase intention drivers leveraging computers are social actors (CASA) paradigm," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
    6. Chatterjee, Sheshadri & Chaudhuri, Ranjan & Vrontis, Demetris, 2023. "Acceptance of social robot and its challenges: From privacy calculus perspectives," Technological Forecasting and Social Change, Elsevier, vol. 196(C).
    7. Fosso Wamba, Samuel & Queiroz, Maciel M. & Hamzi, Lotfi, 2023. "A bibliometric and multi-disciplinary quasi-systematic analysis of social robots: Past, future, and insights of human-robot interaction," Technological Forecasting and Social Change, Elsevier, vol. 197(C).
    8. Xu, Xiao-Yu & Jia, Qing-Dan & Tayyab, Syed Muhammad Usman, 2024. "Exploring the stimulating role of augmented reality features in E-commerce: A three-staged hybrid approach," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    9. Xue, Jinjie & Liu, Junqi & Geng, Zizhen & Yuan, Hongping & Chao, Lei, 2023. "Why and when do paradoxical management capabilities matter to paradoxical pressure? An empirical investigation of the role of coopetition," Technovation, Elsevier, vol. 120(C).
    10. Vendrell-Herrero, Ferran & Bustinza, Oscar F. & Opazo-Basaez, Marco, 2021. "Information technologies and product-service innovation: The moderating role of service R&D team structure," Journal of Business Research, Elsevier, vol. 128(C), pages 673-687.
    11. Hsu, Sheila Hsuan-Yu & Tsou, Hung-Tai & Chen, Ja-Shen, 2021. "“Yes, we do. Why not use augmented reality?†customer responses to experiential presentations of AR-based applications," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    12. Zhu, Yimin & Zhang, Jiemin & Wu, Jifei & Liu, Yingyue, 2022. "AI is better when I'm sure: The influence of certainty of needs on consumers' acceptance of AI chatbots," Journal of Business Research, Elsevier, vol. 150(C), pages 642-652.
    13. Surajit Bag & Muhammad Sabbir Rahman & Gautam Srivastava & Peter Kilbourn & Nishikant Mishra, 2024. "Buyer–supplier partnerships and circular economy performance in food supply chains: Serial mediation by commitment contract and innovation performance," Business Strategy and the Environment, Wiley Blackwell, vol. 33(2), pages 1247-1264, February.
    14. Eduardo Terán-Yépez & David Jiménez-Castillo & Manuel Sánchez-Pérez, 2023. "The role of affect in international opportunity recognition and the formation of international opportunity beliefs," Review of Managerial Science, Springer, vol. 17(3), pages 941-983, April.
    15. Hong, Paul & Jagani, Sandeep & Kim, Jinhwan & Youn, Sun Hee, 2019. "Managing sustainability orientation: An empirical investigation of manufacturing firms," International Journal of Production Economics, Elsevier, vol. 211(C), pages 71-81.
    16. Surajit Bag & Muhammad Sabbir Rahman & Susmi Routray & Santosh Kumar Shrivastav & Soni Agrawal, 2024. "Exploring the potential of blockchain‐enabled smart contracts for achieving net‐zero emissions: An empirical study," Business Strategy and the Environment, Wiley Blackwell, vol. 33(5), pages 3965-3985, July.
    17. Jung-Chieh Lee & Yuyin Tang & SiQi Jiang, 2023. "Understanding continuance intention of artificial intelligence (AI)-enabled mobile banking applications: an extension of AI characteristics to an expectation confirmation model," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-12, December.
    18. Maestrini, Vieri & Luzzini, Davide & Caniato, Federico & Ronchi, Stefano, 2018. "Effects of monitoring and incentives on supplier performance: An agency theory perspective," International Journal of Production Economics, Elsevier, vol. 203(C), pages 322-332.
    19. Schniederjans, Dara G., 2017. "Adoption of 3D-printing technologies in manufacturing: A survey analysis," International Journal of Production Economics, Elsevier, vol. 183(PA), pages 287-298.
    20. Nathaniel Boso & Paige S Carter & Jonathan Annan, 2016. "When is brand orientation a useful strategic posture?," Journal of Brand Management, Palgrave Macmillan, vol. 23(4), pages 363-382, July.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:tefoso:v:198:y:2024:i:c:s0040162523007199. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.sciencedirect.com/science/journal/00401625 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.