【演講】 20211215 台大商研所 組織管理研討-Prof. Kai Chi (Sam) Yam 演講
講者姓名：Dr. Kai Chi (Sam) Yam, Associate Professor and Dean’s Chair at the National University of Singapore Business School
題目：How do employees, customers, and patients perceive and interact with robots and machines?
Abstract: The rise of technology has fundamentally changed our everyday lives: how we find love (e.g., Coffee Meets Bagel), how we shop (e.g., Amazon Prime), and—especially—how we work. In this talk, I will present a number of projects that examine how employees and customers react to the rise of machines at work. In the first project, I use an archival study spanning across 185 US metropolitan areas, three experiments, and an experience sampling study to demonstrate the negative consequences of being exposed to robots for employees at work. In the second project, I use a field experiment conducted in the world’s first robot-staffed hotel and a controlled experiment to demonstrate how organizations can design robots that maximize customer satisfaction. In the final project, I discuss the use of robots in medicine, and how it can improve medical outcomes for patients, especially minorities and those low in SES, in the context of COVID-19. Studies have shown that people are generally averse to algorithms and robots making medical decisions despite their effectiveness, and in three studies I propose an intervention to offset this algorithm aversion as a way to optimize patients’ medical decision making.