Partners or Opponents? How Mindset Shapes Consumers’ Attitude Toward Anthropomorphic Artificial Intelligence Service Robots

Abstract

The use of artificial intelligence (AI) service robots is on the rise. With service frontlines gradually shifting to human–robot interactions, the question of whether the anthropomorphism of robots facilitates or constrains consumers’ experiences has emerged. This article focuses on the individual factor “consumer mindset” (competition vs collaboration) and investigates how it impacts consumers’ attitudes toward anthropomorphic AI robots during service delivery. Across three studies, we confirm our main prediction that competitive mindset consumers respond less favorably to anthropomorphic (vs. non-anthropomorphic) AI robots, whereas collaborative mindset consumers respond more favorably to anthropomorphic (vs. non-anthropomorphic) AI robots. We test the mediating role of perceived psychological closeness and the moderating role of interaction distance to explain the underlying mechanism. Our findings provide theoretical insights into the mixed results of previous studies of service robot anthropomorphism and have practical implications for service agencies using frontline robots.