隨著服務機器人逐漸導入各種服務場域，其溝通風格對於影響消費者的感受、認同與參與意願程度方面，扮演了關鍵性的角色之一。服務機器人不僅改變了人機互動的方式，也重新定義了顧客體驗。然而，現有文獻中對於「消費者接受度」在「服務機器人溝通風格」與「消費者態度與行為意圖」之間所扮演的中介角色，尚缺乏系統性的論證。 本研究旨在探討服務機器人的溝通風格（正式 vs. 非正式）與消費者對服務機器人接受度對其行為意圖，特別是在捐贈意願與對社會議題資訊的探索意願的影響關係。本研究採用問卷調查法，隨機分配 408 位受試者至不同溝通風格的實驗情境中，並蒐集其回饋以進行後續分析。資料分析方面，本研究使用描述性統計分析受試者的人口背景資料，透過獨立樣本 t 檢定進行操作檢查，並以可信度分析去測量量表的一致性。此外，本研究進一步採用迴歸分析與中介效果進行分析，以檢驗研究假設的合理性。研究結果顯示，消費者對服務機器人的接受度扮演著中介變項，而採用正式語調溝通風格的服務機器人，會顯著提升消費者捐贈意願及對社會議題資訊的探索意願的程度。本研究不僅擴展了溝通風格對服務機器人與人互動研究的應用範疇，亦為未來服務機器人的設計與溝通策略提供了重要的理論依據與實務建議。

In the contemporary era of the rising prevalence of robots and artificial intelligence, the opportunities for interaction between robots and humans have significantly increased. Robots are now capable of engaging in conversations with humans using realistic speech. Furthermore, charitable activities and donations play a crucial role in social well-being. Understanding how service robots, through formal and informal communication styles across different service domains, influence users’ perceptions in donation and information-seeking initiatives can enhance the societal value of service robots. This study examined the impact of service robots’ formal and informal communication styles on consumers’ prosocial behavioral intentions, specifically their willingness to donate and willingness to seek information about social issues with consumer acceptance acting as a mediating factor. Basic descriptive statistics was used to analyze biographical information, independent t-tests were conducted for manipulation checks, reliability tests were used to assess measurement consistency, and regression and mediation analyses were performed to test the hypotheses. The results (n = 408) indicate that service robots using a formal communication style are more likely to enhance consumer willingness to donate and willingness to seek information about social issues. Mediation effect analysis further reveals that formal language positively influences donation and information-seeking through the mediating variable of perceived acceptance.

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