When Robots Enter Our Workplace: Understanding Employee Trust in Assistive Robots

Abstract

This study is about assistive robots as internal service provider within the company Merck KGaA and examines how the physical appearance of a service representative (humanoid robot, android robot, human) affects employees’ trust. Based on the uncanny valley paradigm, we argue that employees’ trust is the lowest for the android robot and the highest for the human. Further, we will examine the effects of task complexity and requirements for self-disclosure on employees’ trust in assistive robots. According to script theory and media equation theory, we propose that high task complexity and high requirements for self-disclosure increase employees’ trust. We developed a research design to test our model by deploying a humanoid robot and an android robot within a company as robotic assistants in comparison to a human employee. In a next step, we will run a corresponding study with 300 employees.