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The purpose of this study is to examine how robotic anthropomorphism and personalized design may affect consumers' reactions to brands after service failure.

This study conducted two studies based on cognitive appraisal theory and artificial intelligence device acceptance theory. Study 1 explored the mechanisms by which the type of anthropomorphic design of the service robot (humanoid robot/nonhumanoid robot) influenced revisit intention after service failure through a one-factor between-subjects design based on a restaurant dining scenario. Study 2 was based on a hotel check-in scenario and explored the moderating effect of robot personalization design on the above mechanisms through a 2 (anthropomorphic design: humanoid robot/nonhumanoid robot) × 2 (personalized design: self-name/no name) between-subjects design.

Study 1 shows that consumers have higher performance expectations for nonhumanoid robots, leading to a higher tolerance for service failure, which in turn generates higher revisit intentions. Study 2 shows that consumers' performance expectations are significantly enhanced after custom naming of humanoid robots, so the serial mediation mechanism for the effect of robot anthropomorphic design on revisit intention does not hold.

This study extends the research of artificial intelligence device acceptance theory in the field of service failure and exploratively proposes an intervention mechanism for the negative effects of the anthropomorphic design of service robots.

Humanoid robots have been utilized in many fields such as medical, construction, and disaster response. While humanoid robots nowadays can achieve great capabilities, the one-leg balancing task still poses a challenging problem. This paper aims to propose a novel approach to solve the problem.

To aid the balance of one leg in humanoid robot, an external balance mechanism is inserted to the back of the humanoid robot. First, a dynamic model of the humanoid robot with balance mechanism and its simplified model are introduced. Second, a backstepping-based control method is utilized to build the proposed controller for one-leg stance system through two steps. For the first step, a minimum observer-based controller with a virtual control input is used to control the first sub-system reaching the desired reference input. For the second step, a virtual control input is considered as a reference input of a second sub-system, then a model reference adaptive controller (MRAC) is employed to control the second sub-system reaching the virtual control input in presence of uncertainties. By using the external balance mechanism, the sideway balancing task is separated from normal walking function. Furthermore, the utilization of the balance mechanism ensures the humanoid robot's hip adduction does not exceed the threshold of a human when walking. Finally, a simulation study is carried out to evaluate the effectiveness of the proposed method.

This paper proposes a model reference adaptive control using state observer for balancing one leg of humanoid robot in stance phase that extends our previous research (Tran et al., 2021).

The main research contents have been introduced.

This research aims to investigate the influence of consumers' anticipated trust in service providers on brand switching intention and its underlying psychological mechanism. More importantly, this study explores the moderating role of type of service providers (human staff/humanoid robots/nonhumanoid robots).

This study adopted two single-factor between-subjects experimental designs and tested the hypotheses in two typical service failure scenarios: Study 1, a hotel scenario (N = 403); and Study 2, a restaurant scenario (N = 323).

The results suggest that there is an inverted U-shaped relationship between consumers' anticipated trust and tolerance of service failure and that such tolerance has a mediating effect on the relationship between anticipated trust and brand switching intention. Moreover, when service failure is caused by a humanoid service robot, a moderate anticipated trust level of consumers is most conducive to increasing tolerance, which in turn reduces their propensity to switch brands.

This study examines the nature of the relationship between anticipated trust and tolerance in a service failure context, revealing an inverted U-shaped relationship. More importantly, the boundary conditions under which different service provides have an influence on this relationship are incorporated. Finally, this study explores the influence of service failure tolerance on brand switching intentions in a technological context, enriching consumer–brand relationship research.

In the current teleoperation system of humanoid robots, the control between arms and the control between the waist and arms are individual and lack coordinated motion. This paper aims to solve the above problem and proposes a teleoperation control approach for a humanoid robot based on waist–arm coordination (WAC).

The teleoperation approach based on WAC comprises dual-arm coordination (DAC) and WAC. The DAC method realizes the coordinated motion of both arms through one hand by establishing a mapping relationship between a single hand controller and the manipulated object; the WAC method realizes the coordinated motion of both arms and waist by calculating the inverse kinematic input of robotic arms based on the desired velocity of the waist and the end of both arms. An integrated teleoperation control framework provides interfaces for the above methods, and users can switch control modes online to adapt to different tasks.

After conducting experiments on the dual-arm humanoid robot through the teleoperation control framework, it was found that the DAC method can save 27.2% of the operation time and reduce 99.9% of the posture change of the manipulated object compared with the commonly used individual control. The WAC method can accomplish a task that cannot be done by individual control. The experiments proved the improvement of both methods in terms of operation efficiency, operation stability and operation capability compared with individual control.

The DAC method better maintains the constraints of both arms and the manipulated object. The WAC method better maintains the constraints of the manipulated object itself. Meanwhile, the teleoperation framework integrates the proposed methods and enriches the teleoperation modes and control means.

Generally, humanoid robots usually suffer significant impact force when walking or running in a non-predefined environment that could easily damage the actuators due to high stiffness. In recent years, the utilization of passive compliant series elastic actuators (SEA) for driving humanoid's joints has proved the capability in many aspects so far. However, despite being widely applied in the biped robot research field, the stable control problem for a humanoid powered by the SEAs, especially in the walking process, is still a challenge. This paper proposes a model reference adaptive control (MRAC) combined with the back-stepping algorithm to deal with the parameter uncertainties in a humanoid's lower limb driven by the SEA system. This is an extension of our previous research (Lanh et al., 2021).

Firstly, a dynamic model of SEA is obtained. Secondly, since there are unknown and uncertain parameters in the SEA model, a Model Reference Adaptive Controller (MRAC) is employed to guarantee the robust performance of the humanoid's lower limb. Finally, an experiment is carried out to evaluate the effectiveness of the proposed controller and the SEA mechanism.

This paper proposes an effective control algorithm that can be widely applied for the humanoid-SEA system. Besides, the effect of the coefficients in the control law is analyzed to further improve the response's quality.

Even though the simulation shows good results with stable system response, the practical experiment has not been implemented to fully evaluate the quality of the controller.

The MRAC is applied to control the humanoid's lower limb and the back-stepping process is utilized to combine with an external SEA system but still maintain stabilization. The simplified model of the lower-limb system proposed in the paper is proven to be appropriate and can be taken for further research in the future.

Although humanoid robots are increasingly adopted in many business settings, the dynamic effects of anthropomorphism and the functional perceptions of service robots on consumers’ responses remain unclear. This paper aims to examine the impacts of robot anthropomorphism on consumers’ trust, receptivity and the downstream effect on satisfaction. Furthermore, it examines the mediating effects of perceived ease of use (PEOU) and perceived usefulness (PU) in the relationship between anthropomorphism and consumer responses.

After conducting two separate pilot studies to help design the research materials, this research involves three sequential studies. In studies 1A and 1B, the authors used two distinct humanoid robots (i.e. Connie and Pepper) to test the direct effects of anthropomorphism on trust and receptivity and the mediated effects via PEOU and PU. Study 2 conducted a 2 (robot appearance: machine-like vs. human-like) × 2 (task complexity: low vs. high) between-subjects experimental design to further explore the boundary effects of task complexity on trust and customer satisfaction.

This research theorizes and empirically examines the mediating effects of PEOU and PU in the relationship between anthropomorphism and consumers’ responses (i.e. trust and receptivity) to service robots. Results also demonstrate a moderating role of task complexity, whereby only when the task was complex did anthropomorphism affect consumer responses and customer satisfaction. The parallel mediations of PEOU and PU were also confirmed. However, when task complexity was low, the authors observed no differences between human- and machine-like robots.

First, this research used a scenario-based method by exposing participants to different pictures or videos of service robots and measuring individuals’ responses. Consumers may respond differently upon interacting with robots in actual service contexts. Second, future research could investigate the effects of other aspects of anthropomorphism, such as robots’ voice characteristics (gender, high/low pitch), verbal communication styles and emotional expression. Finally, future research could explore other service contexts to test the generalizability of the findings.

Findings of this study also provide useful insight for companies interested in adopting service robots. First, the authors unearthed several positive outcomes of using human-like versus machine-like robots in service settings. Despite concerns about the perceived creepiness and discomfort associated with human-like robots, managers should not worry about these service agents’ potential negative effects. Second, it shows that human-like robots’ competitive advantage over machine-like robots stands out when task complexity is high. Managers should therefore carefully consider relevant service characteristics and task requirements when deciding whether to adopt robots.

This study provides original and valuable contributions to the growing literature on service robots by addressing scholarly incongruencies regarding the impact of anthropomorphism and disentangling its positive influence on consumers’ perceptions and acceptance of service robots. This study also contributes to research on technology acceptance and service robot receptivity by empirically demonstrating the mediating role of PEOU and PU. Furthermore, this research enriches the body of knowledge on task-technology fit by providing evidence that task complexity is a crucial factor to consider in service robot design.

Explore how the degree of humanization affects user misconduct, and provide effective misconduct prevention measures for the wide application of artificial intelligence in the future.

Based on the “Uncanny Valley theory”, three experiments were conducted to explore the relationship between the degree of humanization of service machines and user misbehavior, and to analyze the mediating role of cognitive resistance and the moderating role of social class.

There is a U-shaped relationship between the degree of humanization of service machines and user misbehavior; Social class not only regulates the main effect of anthropomorphism on misbehavior, but also regulates the intermediary effect of anthropomorphism on cognitive resistance, thus affecting misbehavior.

The design of the service robot can be from the user’s point of view, combined with the user’s social class, match different user types, and provide the same preferences as the user’s humanoid service robot.

This study is an important reference value for enterprises and governments to provide intelligent services in public places. It can prevent the robot from being vandalized and also provide users with a comfortable human-computer interaction experience, expanding the positive effects of providing smart services by government and enterprises.

This study avoids and reduces users' misbehavior towards intelligent service robots, improves users' satisfaction in using service robots, and avoids service robots being damaged, resulting in waste of government, enterprise and social resources.

From the perspective of product factors to identify the inducing factors of improper behavior, from the perspective of social class of users to analyze the moderating effect of humanization degree and user improper behavior.

The purpose of this paper is to test the effect that anthropomorphic framing (i.e. robot vs automatic machine) has on consumers’ responses in case of service failure. Specifically, the authors hypothesize that consumers hold an unconscious association between the word “robot” and agency and that the higher agency attributed to self-service machines framed as robots (vs automatic machines) leads, in turn, to a more positive service evaluation in case of service failure.

The authors have conducted four experimental studies to test the framework presented in this paper. In Studies 1a and 1b, the authors used an Implicit Association Test to test for the unconscious association held by consumers about robots as being intelligent machines (i.e. agency). In Studies 2 and 3, the authors tested the effect that framing technology as robots (vs automatic machines) has on consumers’ responses to service failure using two online experiments across different consumption contexts (hotel, restaurant) and using different dependent variables (service evaluation, satisfaction and word-of-mouth).

The authors show that consumers evaluate more positively a service failure involving a self-service technology framed as a robot rather than one framed as an automatic machine. They provide evidence that this effect is driven by higher perceptions of agency and that the association between technology and agency held by consumers is an unconscious one.

This paper investigates a novel driver of consumers’ perception of agency of technology, namely, how the technology is framed. Moreover, this study sheds light on consumers’ responses to technology’s service failure.

Building on both the uncanny valley and construal level theories, the analyses detailed in this paper aims to address customers’ explicit and implicit attitudes toward various service robots, categorized by the degree of their human-like appearance, namely, mechanoids (low human-likeness), humanoids (medium human-likeness) and realistic robots (high human-likeness).

The analyses reflect a mixed-method approach, across three studies. A qualitative study uses focus groups to identify consensual attitudes. An experiment measures self-reported, explicit attitudes toward the three categories of robots. Another experiment explores customers’ implicit attitudes (unconscious and unintentional) toward robots, using three implicit association tests.

Customers express both positive and negative attitudes toward service robots. The realistic robots lead to both explicit and implicit negative attitudes, suggesting that customers tend to reject these robots in frontline service settings. Robots with lower human-likeness levels generate relatively more positive attitudes and are accepted to nearly the same extent as human employees in hospitality and tourism contexts.

Because customers reject, both consciously and unconsciously, very human-like robots in service encounters, managers should leverage this key finding, along with the more detailed results, to inform their strategic introduction of robots into hospitality frontline service settings.

The combined qualitative and quantitative studies specify and clarify customers’ implicit and explicit attitudes toward robots with different levels of human-likeness, in the real-world setting of hospitality and tourism services. Such insights can inform continued research into the effects of these service innovations.

This study aims to propose a research model integrating technology acceptance model 3 (TAM3) constructs and human aspects of humanoid service robots (HSRs), measured by the Godspeed questionnaire series and tested across two hotel properties in Japan and the USA.

Potential participants were approached randomly by email invitation. A final sample size of 395 across two hotels, one in Japan and the other in the USA, was obtained, and the data were analysed using structural equation modelling.

The results confirm that perceived usefulness, driven by subjective norms and output quality, and perceived ease of use, driven by perceived enjoyment and absence of anxiety, are the immediate direct determinants of users’ re-patronage intentions for HSRs. Results also showed that users prefer anthropomorphism, perceived intelligence and the safety of an HSR for reusing it.

The findings have practical implications for the hospitality industry, suggesting multiple attributes of an HSRs that managers need to consider before deploying them in their properties.

The current study proposes an integrated model determining factors that affect the re-patronage of HSRs in hotels.