探索教会员工对社交机器人使用的复杂态度
A blessing or a burden? Exploring worker perspectives of using a social robot in a church
- 通过访谈15名教会成员，分析机器人在非营利组织中的应用体验
- 机器人可减轻琐碎任务，但情感责任与潜在后果引发担忧
- 适合关注社会价值与人机协作的组织研究者参考
近期技术进步使机器人得以辅助服务行业，加速职业与行业的转型。然而，针对以社会效益而非利润为核心目标的现实组织中使用机器人的研究仍较少。为探索这一领域，我们与一家运营中的教会及游客景点合作，对教会内多个利益相关群体的15名参与者进行了访谈，并采用反思性主题分析法分析结果。研究发现，人们对引入社交机器人的态度存在分歧，参与者强调教会应承担的情感责任以及潜在的意外后果。但信息提供和减轻重复性工作被识别为可行的应用场景。这表明，在引入机器人时，除财务因素外，还需考量社会与无形价值如何影响机器人角色定位。
原文摘要 · Abstract (English)
Recent technological advances have allowed robots to assist in the service sector, and consequently accelerate job and sector transformation. Less attention has been paid to the use of robots in real-world organisations where social benefits, as opposed to profits, are the primary motivator. To explore these opportunities, we have partnered with a working church and visitor attraction. We conducted interviews with 15 participants from a range of stakeholder groups within the church to understand worker perspectives of introducing a social robot to the church and analysed the results using reflexive thematic analysis. Findings indicate mixed responses to the use of a robot, with participants highlighting the empathetic responsibility the church has towards people and the potential for unintended consequences. However, information provision and alleviation of menial or mundane tasks were identified as potential use cases. This highlights the need to consider not only the financial aspects of robot introduction, but also how social and intangible values shape what roles a robot should take on within an organisation.
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