Many hotels and restaurants deploy service robots to improve the quality and efficiency of customer service, but this approach inevitably poses some risks and challenges. This study followed recent research on the ethical issues of new technologies and explored how customers react to different service agents (service robots vs. human staff) under service exclusion vs. inclusion. In four experiments, we found that in the hospitality industry, customers exhibited more unethical consumer behavior (UCB) when excluded by human staff (vs. service robots) under service exclusion, but more UCB when served by service robots (vs. human staff) under service inclusion. Moreover, anticipatory guilt mediated the interaction effect of service agents and service exclusion on UCB. In addition, we found that anthropomorphism strengthened UCB toward service robots under service exclusion and weakened UCB toward service robots under service inclusion. The results of the study not only extend theories related to service exclusion, but also provide a deeper understanding of ethical issues in human-robot interactions.

许多酒店和餐厅部署服务机器人以提高客户服务的质量和效率，但这种做法不可避免地带来了一些风险和挑战。这项研究遵循了最近对新技术伦理问题的研究，并探讨了在服务排除与包容的情况下，客户对不同服务代理（服务机器人与人工）的反应。在四个实验中，我们发现在酒店业中，当被排除在外的员工（与服务机器人相比）时，客户表现出更多的不道德消费行为（UCB），但当被服务机器人（与员工相比）服务时，他们表现出更多的不道德消费行为（UCB）在服务包含下。此外，预期内疚介导了服务代理人和服务排斥对 UCB 的交互作用。此外，我们发现拟人化在服务排除下增强了 UCB 对服务机器人的作用，而在服务包容下削弱了 UCB 对服务机器人的作用。该研究的结果不仅扩展了与服务排斥相关的理论，而且还提供了对人机交互中伦理问题的更深入理解。