Enhancing service adaptability: a moderated mediation model of workplace ostracism, robot anthropomorphism, employees’ readiness to change, and performance efficacy

Abstract

Purpose This study aims to analyze workplace ostracism, robot anthropomorphism, employees’ readiness to change and employees’ service adaptive behavior. The moderating role of performance efficacy between employees’ readiness and service adaptive behavior was also assessed. Design/methodology/approach Data were collected from 591 restaurant employees in Malaysia. The data were analyzed using partial least squares-structural equation modeling. Findings Workplace ostracism and robot anthropomorphism positively influence employees’ readiness to change and service-adaptive behavior. Employees’ readiness to change mediates the relationship between ostracism, robot anthropomorphism and service-adaptive behavior. Research limitations/implications This study provides an exclusively applied understanding of robot anthropomorphism and service employee adaptive behavior. In addition to restaurant employees’ readiness to change and collaborate with service robots, a longitudinal study can be conducted to track the advancement of restaurant employees’ technology adaptive behavior over an extended area. Originality/value Service robots have mainly been assessed from consumer perspectives in the hospitality industry. This research used the conservation of resources theory to evaluate the human–computer interaction of service robots and restaurant employees. Organizational and individual factors were considered to assess the impact on employees’ service adaptability.