疫情不焦慮，長照機器人陪伴您？

A Study on Acceptance of Social Service Robots in long-term care during COVID-19

社交服務機器人（SSR）是應用人工智慧技術的一種仿真機器人。依據電腦為社會成員（CASA）理論，本研究想調查促進和抑制長期照顧服務消費者對於SSR的人機互動態度與未來使用意圖。我們回顧與整理相關文獻，建構一個理論模型，並蒐集台灣消費者資料，然後以SPSS與SmartPls統計軟體分析人口背景變數，及測試以下研究構念間的關係（1）長照SSR的知覺有用、社交能力、外在魅力與機器焦慮對於消費者人機互動態度的影響，及（2）消費者的人機互動態度是否會影響其對SSR的服務品質預期，並最終間接影響長期照顧服務需求者的SSR使用意圖。本研究針對台灣有長照服務需求民眾進行問卷填答（n = 356）。結果顯示消費者對SSR的有用、社交能力和外在魅力知覺等促進因素對人機互動態度有正向影響，並間接預測SSR可提供更好的服務品質及提高SSR未來的使用意圖。此結果可提供相關業者未來研究與開發SSR可參考的理論基礎和行銷意涵。

The Social Service Robot (SSR) is a humanoid robot that uses AI technology to provide long-term care assistance form families. Based upon Computers-Are-Social-Actors theory, this study investigates: (1) The relationship among usefulness, social capability, appearance, anxiety toward robots and Human-Robot Interaction, and (2) whether Human-Robot Interaction affects anticipated service quality and ultimately the acceptance of SSRs. The study collects empirical data validly (n = 356). The results reveal that SSRs’facilitators such as usefulness, social capability, and appearance influence attitudes toward HRI positively, which in turn, predict anticipation of better service quality and greater acceptance of SSRs. The findings provide theoretical and practical implications for the adoption of SSRs and development of effective HRI.