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1 – 10 of 237Adeyinka 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…
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.
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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…
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.
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This study investigates human behavior, specifically attitude and anxiety, toward humanoid service robots in a hotel business environment.
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.
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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…
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.
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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…
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.
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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…
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.
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Francesc Fusté-Forné and Stanislav Ivanov
This research discusses the role of service robots in gastronomic and dining experiences in a post–coronavirus disease (COVID) world.
Abstract
Purpose
This research discusses the role of service robots in gastronomic and dining experiences in a post–coronavirus disease (COVID) world.
Design/methodology/approach
The research note draws on secondary data to analyse the use of robots as an important mechanism to address the impacts of global disease outbreaks on the food industry, as related to hospitality and tourism.
Findings
Hospitality and tourism services are highly affected by the current travel bans, lockdowns and health-related rules that have emerged to manage the current pandemic (COVID-19). This research showcases the role of service robots in food encounters in hospitality and tourism as agents that contribute to safe and innovative experiences.
Originality/value
This research note explores how the use of robots in tourism futures will not only transform food experiences, but it is also critical to sustainable development of communities and destinations in a future that will continuously have to deal with disease outbreaks and pandemics with continued travel mobilities.
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