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1 – 10 of 289Mengwei Zhang, Jinsheng Cui and Jianan Zhong
With the increasing use of robots in service scenarios in hospitality industries, service failure frequently occurs during the service process, and consumers may react differently…
Abstract
Purpose
With the increasing use of robots in service scenarios in hospitality industries, service failure frequently occurs during the service process, and consumers may react differently toward humanoid vs. nonhumanoid robots due to different performance expectancies. This study focuses on consumers' reactions to service failures by humanoid vs. nonhumanoid robots and the different impacts on brand forgiveness and revisit intentions through performance expectancy for different genders.
Design/methodology/approach
The study used a sample of 280 participants to test the moderated chain mediation model. The participants were instructed to report their performance expectancies for humanoid/nonhumanoid robots and imagine a hotel check-in scenario in which a service failure occurs. Brand forgiveness, brand revisit intention and other demographic information were assessed.
Findings
The results show that consumers have higher performance expectancy for nonhumanoid robots. This performance expectancy generates brand forgiveness and revisit intentions for male consumers but does not affect female consumers' forgiveness and revisit behaviors.
Originality/value
This study contributes to the literature by taking a long-term perspective to investigate the outcomes after service failure, providing evidence for pending questions in previous studies and enriching studies of gender differences. Additionally, this study provides practical implications to consider the use of anthropomorphism in robots, advocate for functional confidence in robots and target consumers across genders.
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Abstract
Purpose
Along with the development of the robotics industry, service robots have been gradually used in the hospitality industry. Nevertheless, service robot categorization and the fulfillment of the cognitive and emotional needs of consumers by hotel service robots have yet to be fully explored. Hence, the purpose of this study are to categorize hotel service robots, to explore consumers’ robot hotel experience, to identify the consumers’ preference of hotel service robot in general, to reveal consumers’ preference for hotel service robots based on their fulfillment of emotional needs and to examine the completion of cognitive–analytical and emotional–social tasks.
Design/methodology/approach
Through in-depth interviews with technology managers and questionnaire survey among consumers who have and have not had robot hotel stay experience to achieve the aforementioned research objectives.
Findings
Findings of in-depth interviews show that service robots can be categorized as check-in/out robots, artificial intelligence (AI) robots and service delivery robots. Results of questionnaire survey indicate that consumers prefer non-humanoid robots (n = 213, p = 47.87%) among check-in/out robots, the Xiaodu Smart Display (n = 163, p = 36. 63%) among the AI robots and the machine-shaped robot porter (I) (n = 178, p = 40.00%) among the service delivery robots.
Practical implications
This study provides implications, such as the adoption of robot-shaped AI with a screen display, to hotel managers to meet the needs of consumers regarding the completion of cognitive–analytical and emotional–social tasks of robots.
Originality/value
This study extends uncanny valley theory by identifying preference for the shape and functions of different categories of service robots and contributes to the limited literature on hotel robots.
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Ganesh Bhoju Narkhede, Bhavesh Nandanram Pasi, Neela Rajhans and Atul Kulkarni
Industry 5.0 (I5.0) is eventually set to supersede Industry 4.0 (I4.0), despite the fact that I4.0 continues to gain ground in emerging nations like India. Now India is aspiring…
Abstract
Purpose
Industry 5.0 (I5.0) is eventually set to supersede Industry 4.0 (I4.0), despite the fact that I4.0 continues to gain ground in emerging nations like India. Now India is aspiring to be a global manufacturing hub, and I5.0 offers enormous potential to position India as a forerunner in intelligent and collaborative manufacturing systems. Therefore, this research article aims to understand the relationship between I5.0 and sustainable manufacturing (SM) thoroughly; pinpoint its impact and implementation challenges; analyze its impact on Triple-Bottom-Line (TBL) sustainability; and present an inclusive framework for I5.0 implementation for Indian manufacturing enterprises.
Design/methodology/approach
The coexistence of two industrial revolutions raises questions, which necessitates debates and explanations. Thus, the systematic literature review (SLR) approach is used to address this issue and this study used Web of Science, Scopus, Science Direct and Google Scholar databases. Following a critical SLR, 82 research papers have been cited in this article, and the majority of cited articles were published from 2010 to 2022, to ensure a focused analysis of pertinent and recent scholarly contributions.
Findings
I4.0 is considered to be technology-driven, however, I5.0 is perceived to be value-driven. I5.0 is not a replacement or a chronological continuation of the I4.0 paradigm. The notion of I5.0 offers a distinct perspective and emphasizes the necessity of research on SM within the TBL sustainability boundaries. I5.0 introduces a new TBL: resilience in value creation, human well-being and sustainable society. Indeed, I5.0 seems to be economically, socially, and environmentally sustainable while manufacturing products with high productivity.
Practical implications
Theoretical implications pertain to restructuring business models and workforce transformation, whereas practical implications underscore the significance for manufacturing enterprises to embrace I5.0 for their sustainable development. By understanding the nuanced relationship between I5.0 and SM, enterprises can navigate implementation challenges, maximize TBL sustainability and embrace an inclusive I5.0 framework for high productivity and resilience.
Originality/value
The existing literature presents the general notion of I5.0 but lacks in-depth TBL sustainability analysis. This research used a systematic and rigorous SLR approach that evaluates the existing literature, enables an in-depth understanding, identifies research gaps and provides evidence-based recommendations for the decision-making process. Furthermore, this research aims to stand on an unbiased assessment, exploring theoretical and practical implications of I5.0 implementation for manufacturing enterprises and suggesting future research avenues.
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Khanh Bao Quang Le and Charles Cayrat
The emergence of new generations of artificial intelligence (AI), such as ChatGPT or Copilot has brought about a wave of innovation in the service workplace. These robotic agents…
Abstract
Purpose
The emergence of new generations of artificial intelligence (AI), such as ChatGPT or Copilot has brought about a wave of innovation in the service workplace. These robotic agents can serve as companions, helping employees cope with work-related stress. This research introduces the concept of “artificial companionship,” which explains how robotic agents can function as partners in assisting service employees to fulfill their job responsibilities and maintain their mental well-being.
Design/methodology/approach
This research uses a mixed methods approach grounded in social support theory from psychology and management to develop a conceptual framework for the stress-alleviating implications of artificial companionship. A qualitative employee survey is conducted to justify the relevance of the propositions.
Findings
This research delineates the concept of artificial companionship. It highlights four distinct roles that AI can play in companionship – instrumental, informative, caring, and intimate. Building on this foundation, the research presents a series of propositions that elucidate the potential of artificial companionship in mitigating stress among employees.
Practical implications
Firms should consider aligning the types of artificial companionship with the demands inherent in employees’ job responsibilities to better reinforce their resilience and sustainment in overcoming work-related challenges.
Originality/value
This research introduces a new perspective on artificial companionship through the lens of social support theory. It extends the current understanding of human-robot collaboration in service workspaces and derives a set of propositions to guide future investigations.
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This study aims to propose a force control algorithm based on neural networks, which enables a robot to follow a changing reference force trajectory when in contact with human…
Abstract
Purpose
This study aims to propose a force control algorithm based on neural networks, which enables a robot to follow a changing reference force trajectory when in contact with human skin while maintaining a stable tracking force.
Design/methodology/approach
Aiming at the challenge of robots having difficulty tracking changing force trajectories in skin contact scenarios, a single neuron algorithm adaptive proportional – integral – derivative online compensation is used based on traditional impedance control. At the same time, to better adapt to changes in the skin contact environment, a gated recurrent unit (GRU) network is used to model and predict skin elasticity coefficients, thus adjusting to the uncertainty of skin environments.
Findings
In two robot–skin interaction experiments, compared with the traditional impedance control and robot force control algorithm based on the radial basis function model and iterative algorithm, the maximum absolute force error, the average absolute force error and the standard deviation of the force error are all decreased.
Research limitations/implications
As the training process of the GRU network is currently conducted offline, the focus in the subsequent phase is to refine the network to facilitate real-time computation of the algorithm.
Practical implications
This algorithm can be applied to robot massage, robot B-ultrasound and other robot-assisted treatment scenarios.
Originality/value
As the proposed approach obtains effective force tracking during robot–skin contact and is verified by the experiment, this approach can be used in robot–skin contact scenarios to enhance the accuracy of force application by a robot.
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Manpreet Kailay, Kamalpreet Kaur Paposa and Priyanka Chhibber
The present study was designed to explore the major challenges being faced by the Indian nurses' pre-post pandemic period affecting their well-being (WB) and identify factors that…
Abstract
Purpose
The present study was designed to explore the major challenges being faced by the Indian nurses' pre-post pandemic period affecting their well-being (WB) and identify factors that motivated them to perform their service wholeheartedly during the pandemic. The study also tries to bridge the gap in the study area by providing various ways that can help maintain the WB of health care professionals.
Design/methodology/approach
A descriptive exploratory qualitative design involving semi-structured interviews was conducted during December–January 2021 with 30 nurses from hospitals in Punjab Qualitative and thematic data analysis technique were adopted. In addition, a literature review was also conducted to study the various factors that affect the WB of health care professionals.
Findings
There are various themes and subthemes that were identified by the health care professionals, such as (1) psychological WB, (2) social WB and (3) workplace WB and (4) key motivators. This research work has identified various managerial implications that can play a huge rolein strengthening the healthcare sector of the entire world economy, paving the way toward the better WB of healthcare professionals (HCPs).
Originality/value
Firstly, it is probably the only study that is performed on nursing staff to evaluate their personal experiences during crucial times. It has successfully compared the factors affecting WB pre- and post-pandemic, leading to the emergence of many new factors that have originated due to the pandemic and are the cause of the poor WB of HCPs (Figures 2, 4). Secondly, it is the only study that targeted only those nurses who have provided their services in both scenarios. Finally, the study has been a pioneer in identifying the importance of maintaining the WB of HCPs at hospitals.
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Dilek Şahin, Mehmet Nurullah Kurutkan and Tuba Arslan
Today, e-government (electronic government) applications have extended to the frontiers of health-care delivery. E-Nabız contains personal health records of health services…
Abstract
Purpose
Today, e-government (electronic government) applications have extended to the frontiers of health-care delivery. E-Nabız contains personal health records of health services received, whether public or private. The use of the application by patients and physicians has provided efficiency and cost advantages. The success of e-Nabız depends on the level of technology acceptance of health-care service providers and recipients. While there is a large research literature on the technology acceptance of service recipients in health-care services, there is a limited number of studies on physicians providing services. This study aims to determine the level of influence of trust and privacy variables in addition to performance expectancy, effort expectancy, social influence and facilitating factors in the unified theory of acceptance and use of technology (UTAUT) model on the intention and behavior of using e-Nabız application.
Design/methodology/approach
The population of the study consisted of general practitioners and specialist physicians actively working in any health facility in Turkey. Data were collected cross-sectionally from 236 physicians on a voluntary basis through a questionnaire. The response rate of data collection was calculated as 47.20%. Data were collected cross-sectionally from 236 physicians through a questionnaire. Descriptive statistics, correlation analysis and structural equation modeling were used to analyze the data.
Findings
The study found that performance expectancy, effort expectancy, trust and perceived privacy had a significant effect on physicians’ behavioral intentions to adopt the e-Nabız system. In addition, facilitating conditions and behavioral intention were determinants of usage behavior (p < 0.05). However, no significant relationship was found between social influence and behavioral intention (p > 0.05).
Originality/value
This study confirms that the UTAUT model provides an appropriate framework for predicting factors influencing physicians’ behaviors and intention to use e-Nabız. In addition, the empirical findings show that trust and perceived privacy, which are additionally considered in the model, are also influential.
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Benjamin Mwakyeja and Honest F. Kimario
Optimization of dynamics determining distribution performance of pharmaceuticals is vital in realizing Sustainable Development Goal (SDG) number 3 which insists on provision of…
Abstract
Purpose
Optimization of dynamics determining distribution performance of pharmaceuticals is vital in realizing Sustainable Development Goal (SDG) number 3 which insists on provision of good health and well-being to the society. This study was designed at unfolding diverse factors that influence the distribution performance of pharmaceuticals in the Medical Stores Department (MSD) of Tanzania.
Design/methodology/approach
This study utilized cross-sectional survey strategy in gathering data from 67 staff members working in the MSD using census approach. A structured questionnaire facilitated the collection of quantitative data which were later analyzed using ordinal logistic regression.
Findings
The results disclosed that all variables of inventory management, information management system and facility location positively and significantly govern the distribution performance and henceforth rejection of the foreseen null hypothesis.
Research limitations/implications
This study realized dynamics inducing distribution performance of pharmaceuticals but did not cover the role of 3PLS and 4PLS in enhancing the same, and hence, an imminent study ought to seal this gap. Also, having grasped management information system is of strategic pillar, then it would sound imperative to analyze the application of artificial intelligence in distribution system performance.
Originality/value
This paper assimilates the concept of subaspects of supply chain management in footings of distribution management and that of pharmaceuticals and hence multidisciplinary value addition. Also, this study illustrates the applicability of strategic choice theory in strategic management in developing countries through pertinent choice of inventory management, information management system and facility location in triumphing SDGs.
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The current research elucidates the role of empathy in design of artificial intelligence (AI) systems in healthcare context, through a structured literature review, analysis and…
Abstract
Purpose
The current research elucidates the role of empathy in design of artificial intelligence (AI) systems in healthcare context, through a structured literature review, analysis and synthesis of academic literature published between 1990 and 2024.
Design/methodology/approach
This study aims to advance the domain of empathy in AI by adopting theory constructs context method approach using the PRISMA 2020 framework.
Findings
The study presents a current state-of-the-art literature to review the connections between empathy and AI and identifying four clusters showing the emerging trajectories in the field of AI and empathy in healthcare setting.
Originality/value
Despite a rise in empirical research, the potential pathways enhancing AI accountability by incorporation of empathy is unclear. The research aims to contribute to the existing literature on AI and empathy in the healthcare sector by carving out four distinct clusters depicting the future research avenues.
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Wujun Tang, Jiwon Chung and Sumin Koo
This study aims to conduct text mining and semantic network analysis of muscle-supportive and posture-corrective wearable robots for the elderly to understand key terms related to…
Abstract
Purpose
This study aims to conduct text mining and semantic network analysis of muscle-supportive and posture-corrective wearable robots for the elderly to understand key terms related to the topic and to identify considerations for developing these types of clothing.
Design/methodology/approach
The authors searched and identified the key terms wearable robot, muscle-supportive, posture correction and elderly using the text-mining software Textom to extract terms as well as the network analysis software UCINET 6 to process and visualize the relationships among the terms. The authors compared and analyzed the term frequency (TF), the TF-inverse document frequency and the degree centrality of the terms, and the authors visualized and summarized the terms using NetDraw.
Findings
The key terms and their relationships in 3–4 groups were identified: wearable robot, muscle-supportive, posture correction and elderly. The authors identified the aspects of designing muscle-supportive and posture-corrective wearable robots for the elderly.
Originality/value
This study contributes to the field of muscle-supportive clothing and wearable robotics by deriving insights into what people are discussing and interested in, and by offering recommendations when developing these types of clothing for the elderly.
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