On the Role of Beliefs and Trust for the Intention to Use Service Robots: An Integrated Trustworthiness Beliefs Model for Robot Acceptance

• Published in: International journal of social robotics Vol. 16; no. 6; pp. 1223 - 1246
• Main Authors: Kraus, Johannes, Miller, Linda, Klumpp, Marielène, Babel, Franziska, Scholz, David, Merger, Julia, Baumann, Martin
• Format: Journal Article
• Language: English
• Published: Dordrecht Springer Netherlands 01.06.2024; Springer Nature B.V
• Subjects: Control; Engineering; Mechatronics; Predictions; Robotics; Robots; Service robots; Technology Acceptance Model; Trustworthiness; Trust in robots; Acceptance modeling; Beliefs; UTAUT; Theory of planned behavior; Intention to use
• ISSN: 1875-4791; 1875-4805
• DOI: 10.1007/s12369-022-00952-4

With the increasing abilities of robots, the prediction of user decisions needs to go beyond the usability perspective, for example, by integrating distinctive beliefs and trust. In an online study ( N  = 400), first, the relationship between general trust in service robots and trust in a specific robot was investigated, supporting the role of general trust as a starting point for trust formation. On this basis, it was explored—both for general acceptance of service robots and acceptance of a specific robot—if technology acceptance models can be meaningfully complemented by specific beliefs from the theory of planned behavior (TPB) and trust literature to enhance understanding of robot adoption. First, models integrating all belief groups were fitted, providing essential variance predictions at both levels (general and specific) and a mediation of beliefs via trust to the intention to use. The omission of the performance expectancy and reliability belief was compensated for by more distinctive beliefs. In the final model (TB-RAM), effort expectancy and competence predicted trust at the general level. For a specific robot, competence and social influence predicted trust. Moreover, the effect of social influence on trust was moderated by the robot's application area (public > private), supporting situation-specific belief relevance in robot adoption. Taken together, in line with the TPB, these findings support a mediation cascade from beliefs via trust to the intention to use. Furthermore, an incorporation of distinctive instead of broad beliefs is promising for increasing the explanatory and practical value of acceptance modeling.