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1 – 10 of 258
Open Access
Article
Publication date: 12 July 2022

Adeyinka Tella and Yusuf Ayodeji Ajani

Humanoid robots that are artificially intelligent have infiltrated almost every aspect of life, including libraries, and can do things that humans are incapable of doing with…

5650

Abstract

Purpose

Humanoid robots that are artificially intelligent have infiltrated almost every aspect of life, including libraries, and can do things that humans are incapable of doing with greater efficiency in the library. It is on that note that this study has examined artificial intelligence (AI) humanoid robots for public libraries reference services. This study aims to discuss AI and draw the link between it and robotic technology.

Design/methodology/approach

This study adopted conceptual analysis and review of literature on AI humanoid robots for public libraries reference services.

Findings

This study focused not only on humanoid robots but also discovered that there are other types of robots relevant to libraries including chatbot, telepresence and shelve-reading robots as well as general robots such as aerospace robots, drones and army robots, commercial entertainment robots, industrial robots and medical-surgical robots. This paper also reported the usefulness of robots in libraries, and zero in on robots and reference services in the library. Lastly, this study reported the impact of humanoid robots on reference services in public libraries.

Originality/value

This paper is the original idea from the authors and does not reflect on any copyrighted materials. This study recommended among others that public libraries (in collaboration with their parent organisations) devise a strategic plan for new and emerging technologies such as humanoid robots.

Details

Library Hi Tech News, vol. 39 no. 7
Type: Research Article
ISSN: 0741-9058

Keywords

Open Access
Article
Publication date: 23 July 2019

Michelle M.E. van Pinxteren, Ruud W.H. Wetzels, Jessica Rüger, Mark Pluymaekers and Martin Wetzels

Service robots can offer benefits to consumers (e.g. convenience, flexibility, availability, efficiency) and service providers (e.g. cost savings), but a lack of trust hinders…

19508

Abstract

Purpose

Service robots can offer benefits to consumers (e.g. convenience, flexibility, availability, efficiency) and service providers (e.g. cost savings), but a lack of trust hinders consumer adoption. To enhance trust, firms add human-like features to robots; yet, anthropomorphism theory is ambiguous about their appropriate implementation. This study therefore aims to investigate what is more effective for fostering trust: appearance features that are more human-like or social functioning features that are more human-like.

Design/methodology/approach

In an experimental field study, a humanoid service robot displayed gaze cues in the form of changing eye colour in one condition and static eye colour in the other. Thus, the robot was more human-like in its social functioning in one condition (displaying gaze cues, but not in the way that humans do) and more human-like in its appearance in the other (static eye colour, but no gaze cues). Self-reported data from 114 participants revealing their perceptions of trust, anthropomorphism, interaction comfort, enjoyment and intention to use were analysed using partial least squares path modelling.

Findings

Interaction comfort moderates the effect of gaze cues on anthropomorphism, insofar as gaze cues increase anthropomorphism when comfort is low and decrease it when comfort is high. Anthropomorphism drives trust, intention to use and enjoyment.

Research limitations/implications

To extend human–robot interaction literature, the findings provide novel theoretical understanding of anthropomorphism directed towards humanoid robots.

Practical implications

By investigating which features influence trust, this study gives managers insights into reasons for selecting or optimizing humanoid robots for service interactions.

Originality/value

This study examines the difference between appearance and social functioning features as drivers of anthropomorphism and trust, which can benefit research on self-service technology adoption.

Details

Journal of Services Marketing, vol. 33 no. 4
Type: Research Article
ISSN: 0887-6045

Keywords

Open Access
Article
Publication date: 10 May 2022

Rosanna Leung

This study investigates human behavior, specifically attitude and anxiety, toward humanoid service robots in a hotel business environment.

1524

Abstract

Purpose

This study investigates human behavior, specifically attitude and anxiety, toward humanoid service robots in a hotel business environment.

Design/methodology/approach

The researcher adopted direct observations and interviews to complete the study. Visitors of Henn-na Hotel were observed and their spatial distance from the robots, along with verbal and non-verbal behavior, was recorded. The researcher then invited the observed hotel guests to participate in a short interview.

Findings

Most visitors showed a positive attitude towards the robot. More than half of the visitors offered compliments when they first saw the robot receptionists although they hesitated and maintained a distance from them. Hotel guests were also disappointed with the low human–robot interaction (HRI). As the role of robots in hotels currently remains at the presentation level, a comprehensive assessment of their interactive ability is lacking.

Research limitations/implications

This study contributes to the HRI theory by confirming that people may treat robots as human strangers when they first see them. When a robot's face is more realistic, people expect it to behave like an actual human being. However, as the sample size of this study was small and all visitors were Asian, the researcher cannot generalize the results to the wider population.

Practical implications

Current robot receptionist has limited interaction ability. Hotel practitioners could learn about hotel guests' behavior and expectation towards android robots to enhance satisfaction and reduce disappointment.

Originality/value

Prior robot research has used questionnaires to investigate perceptions and usage intention, but this study collected on-site data and directly observed people's attitude toward robot staff in an actual business environment.

Details

International Hospitality Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2516-8142

Keywords

Content available
Article
Publication date: 1 December 2001

91

Abstract

Details

Industrial Robot: An International Journal, vol. 28 no. 6
Type: Research Article
ISSN: 0143-991X

Keywords

Content available
Article
Publication date: 1 December 2001

67

Abstract

Details

Industrial Robot: An International Journal, vol. 28 no. 6
Type: Research Article
ISSN: 0143-991X

Keywords

Open Access
Article
Publication date: 5 October 2021

Valentina Pitardi, Jochen Wirtz, Stefanie Paluch and Werner H. Kunz

Extant research mainly focused on potentially negative customer responses to service robots. In contrast, this study is one of the first to explore a service context where service…

10242

Abstract

Purpose

Extant research mainly focused on potentially negative customer responses to service robots. In contrast, this study is one of the first to explore a service context where service robots are likely to be the preferred service delivery mechanism over human frontline employees. Specifically, the authors examine how customers respond to service robots in the context of embarrassing service encounters.

Design/methodology/approach

This study employs a mixed-method approach, whereby an in-depth qualitative study (study 1) is followed by two lab experiments (studies 2 and 3).

Findings

Results show that interactions with service robots attenuated customers' anticipated embarrassment. Study 1 identifies a number of factors that can reduce embarrassment. These include the perception that service robots have reduced agency (e.g. are not able to make moral or social judgements) and emotions (e.g. are not able to have feelings). Study 2 tests the base model and shows that people feel less embarrassed during a potentially embarrassing encounter when interacting with service robots compared to frontline employees. Finally, Study 3 confirms that perceived agency, but not emotion, fully mediates frontline counterparty (employee vs robot) effects on anticipated embarrassment.

Practical implications

Service robots can add value by reducing potential customer embarrassment because they are perceived to have less agency than service employees. This makes service robots the preferred service delivery mechanism for at least some customers in potentially embarrassing service encounters (e.g. in certain medical contexts).

Originality/value

This study is one of the first to examine a context where service robots are the preferred service delivery mechanism over human employees.

Details

Journal of Service Management, vol. 33 no. 2
Type: Research Article
ISSN: 1757-5818

Keywords

Open Access
Article
Publication date: 25 August 2021

Gaby Odekerken-Schröder, Kars Mennens, Mark Steins and Dominik Mahr

Recent service studies suggest focusing on the service triad consisting of technology-customer-frontline employee (FLE). This study empirically investigates the role of service…

10003

Abstract

Purpose

Recent service studies suggest focusing on the service triad consisting of technology-customer-frontline employee (FLE). This study empirically investigates the role of service robots in this service triad, with the aim to understand the augmentation or substitution role of service robots in driving utilitarian and hedonic value and ultimately customer repatronage.

Design/methodology/approach

In study 1, field data are collected from customers (n = 108) who interacted with a service robot and FLE in a fast casual dining restaurant. Structural equation modeling (SEM) is used to test hypotheses about the impact of service robots' anthropomorphism, social presence, value perceptions and augmentation opportunities in the service triad. In study 2, empirical data from a scenario-based experimental design (n = 361) complement the field study by further scrutinizing the interplay between the service robot and FLEs within the service triad.

Findings

The study provides three important contributions. First, the authors provide empirical evidence for the interplay between different actors in the “customer-FLE-technology” service triad resulting in customer repatronage. Second, the empirical findings advance the service management literature by unraveling the relationship between anthropomorphism and social presence and their effect on perceived value in the service triad. And third, the study identifies utilitarian value of service robots as a driver of customer repatronage in fast casual dining restaurants.

Practical implications

The results help service managers, service robot engineers and designers, and policy makers to better understand the implications of anthropomorphism, and how the utilitarian value of service robots can offer the potential for augmentation or substitution roles in the service triad.

Originality/value

Building on existing conceptual and laboratory studies on service robots, this is one of the first field studies on the service triad consisting of service robots – customers – frontline employees. The empirical study on service triads provides evidence for the potential of FLEs to augment service robots that exhibit lower levels of functional performance to achieve customer repatronage. FLEs can do this by demonstrating a high willingness to help and having excellent interactions with customers. This finding advocates the joint service delivery by FLE – service robot teams in situations where service robot technology is not fully optimized.

Details

Journal of Service Management, vol. 33 no. 2
Type: Research Article
ISSN: 1757-5818

Keywords

Content available
Article
Publication date: 26 April 2013

142

Abstract

Details

Industrial Robot: An International Journal, vol. 40 no. 3
Type: Research Article
ISSN: 0143-991X

Open Access
Article
Publication date: 1 May 2020

Galen R. Collins

Service robotics, a branch of robotics that entails the development of robots able to assist humans in their environment, is of growing interest in the hospitality industry…

5587

Abstract

Purpose

Service robotics, a branch of robotics that entails the development of robots able to assist humans in their environment, is of growing interest in the hospitality industry. Designing effective autonomous service robots, however, requires an understanding of Human–Robot Interaction (HRI), a relatively young discipline dedicated to understanding, designing, and evaluating robotic systems for use by or with humans. HRI has not yet received sufficient attention in hospitality robotic design, much like Human–Computer Interaction (HCI) in property management system design in the 1980s. This article proposes a set of introductory HRI guidelines with implementation standards for autonomous hospitality service robots.

Design/methodology/approach

A set of key user-centered HRI guidelines for hospitality service robots were extracted from 52 research articles. These are organized into service performance categories to provide more context for their application in hospitality settings.

Findings

Based on an extensive literature review, this article presents some HRI guidelines that may drive higher levels of acceptance of service robots in customer-facing situations. Deriving meaningful HRI guidelines requires an understanding of how customers evaluate service interactions with humans in hospitality settings and to what degree those will differ with service robots.

Originality/value

Robots are challenging assumptions on how hospitality businesses operate. They are being increasingly deployed by hotels and restaurants to boost productivity and maintain service levels. Effective HRI guidelines incorporate user requirements and expectations in the design specifications. Compilation of such information for designers of hospitality service robots will offer a clearer roadmap for them to follow.

Details

International Hospitality Review, vol. 34 no. 1
Type: Research Article
ISSN: 2516-8142

Keywords

Open Access
Article
Publication date: 28 March 2023

Kumar Madhan, Shameem Shagirbasha, Tanmaya Kumar Mishra and Juman Iqbal

The aim of this study is to examine the existing literature on service robots in order to identify prominent themes, assess the present state of service robotics research and…

1332

Abstract

Purpose

The aim of this study is to examine the existing literature on service robots in order to identify prominent themes, assess the present state of service robotics research and highlight the contributions of seminal publications in the business, management and hospitality domain.

Design/methodology/approach

This study analysed 332 Scopus papers from 1985 to 2022 using bibliometric techniques like citation and co-citation analysis.

Findings

The study findings highlighted that there has been a consistent rise in publications related to service robots. The paper identifies three significant themes in the service robot literature: adoption of service robots in the context of customer service, anthropomorphism and integration of artificial intelligence in robotic service. Furthermore, this study highlights prominent authors, journals, institutions and countries associated with research on service robots and discusses the future research opportunities in this domain.

Originality/value

This study contributes to the service robots’ literature in the hospitality context by compilation of various reference materials using a comprehensive bibliometric analysis. Previous studies do not point out crucial themes in this area, nor do they provide an overview of prominent journals, institutions, authors and trends in this field. Therefore, this study attempts to fill the lacunae.

Details

International Hospitality Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2516-8142

Keywords

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