Robotic Process Automation Acceptance in Office Settings. A Revised UTAUT Model in Cosmetics Industry

Alvarado W.M.; Villacrés-Roca R.; Pérez-Cepeda M. · Journal of Technology in Behavioral Science (2026) · DOI: 10.1007/s41347-026-00704-5

Resumen

Robotic Process Automation (RPA) is increasingly adopted to streamline back-office operations, reduce human error, and enhance efficiency. Yet, a critical challenge is employees’ reluctance to accept automation, particularly in emerging economies where psychological and contextual factors remain underexplored. This study proposes and tests an enriched Unified Theory of Acceptance and Use of Technology (UTAUT) model—extended with perceived risk, technology fear, and self-efficacy—to examine RPA acceptance among office employees in Ecuador’s cosmetics manufacturing and distribution industry. Using a seven-point Likert-scale survey with theoretically established constructs, data were collected from 210 employees at an organization undergoing RPA implementation. Analysis via PLS-SEM and confirmatory factor analysis showed that the extended model explained 58.2% of the variance in behavioral intention, within acceptable fit indices. Self-efficacy emerged as the strongest positive predictor, followed by social influence and facilitating conditions, while perceived risk was the dominant negative predictor. Contrary to core UTAUT assumptions, performance expectancy and effort expectancy exerted no significant influence. These findings challenge core UTAUT assumptions about universal construct relevance, which prioritize adoption decisions governed by instrumental utility assessments, rather than by a psychological dynamic of self-efficacy and perceived risk. The results call for RPA change management strategies that prioritize employee confidence-building and proactive risk mitigation over conventional productivity-focused approaches. © The Author(s), under exclusive licence to Springer Nature Switzerland AG 2026.

Instituciones: Pontificia Universidad Católica del Perú