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Emotion and service quality of anthropomorphic robots

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  • Chiang, Ai-Hsuan
  • Trimi, Silvana
  • Lo, Yu-Ju

Abstract

Deployment of robots has become prevalent in the service sector. The advanced digital technologies, especially artificial intelligence (AI), and the current COVID-19 pandemic have accelerated the wide application of service robots to provide quality customer experience with limited in-person service encounters. Many of today's service robots perform not only complex services, but they are anthropomorphic with physical and psychological states like humans. This study investigates how the varying degree of anthropomorphism in robots affect customers’ perceived service quality. A research model with associated hypotheses was developed based on affect-as-information theory. The study collected data from 455 randomly selected customers who were served by either a mechanical robot (automatic on-demand coffee maker) or an anthropomorphic robot (travel information assistant). The results of the study showed that anthropomorphism has a significant positive impact on intimacy between robots and humans, intimacy has significant positive impact on customers’ perceived service quality, and intimacy has a mediating role on the relationship between anthropomorphism and service quality.

Suggested Citation

  • Chiang, Ai-Hsuan & Trimi, Silvana & Lo, Yu-Ju, 2022. "Emotion and service quality of anthropomorphic robots," Technological Forecasting and Social Change, Elsevier, vol. 177(C).
    • Handle: RePEc:eee:tefoso:v:177:y:2022:i:c:s0040162522000828
    DOI: 10.1016/j.techfore.2022.121550
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    Cited by:

    1. Mehmood, Khalid & Kautish, Pradeep & Shah, Tejas R., 2024. "Embracing digital companions: Unveiling customer engagement with anthropomorphic AI service robots in cross-cultural context," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    2. Yogesh K. Dwivedi & A. Sharma & Nripendra P. Rana & M. Giannakis & P. Goel & Vincent Dutot, 2023. "Evolution of Artificial Intelligence Research in Technological Forecasting and Social Change: Research Topics, Trends, and Future Directions," Post-Print hal-04292607, HAL.
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    7. Vishwakarma, Laxmi Pandit & Singh, Rajesh Kr & Mishra, Ruchi & Demirkol, Denizhan & Daim, Tugrul, 2024. "The adoption of social robots in service operations: A comprehensive review," Technology in Society, Elsevier, vol. 76(C).
    8. Deng, Shichang & Zhang, Jingjing & Lin, Zhengnan & Li, Xiangqian, 2024. "Service staff makes me nervous: Exploring the impact of insecure attachment on AI service preference," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    9. Chang, Yaping & Gao, Yajie & Zhu, Donghong & Safeer, Asif Ali, 2023. "Social robots: Partner or intruder in the home? The roles of self-construal, social support, and relationship intrusion in consumer preference," Technological Forecasting and Social Change, Elsevier, vol. 197(C).
    10. Park, Junsung & Yoo, Joon Woo & Cho, Youngju & Park, Heejun, 2023. "Examining the impact of service robot communication styles on customer intimacy following service failure," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    11. Söderlund, Magnus, 2023. "Service robot verbalization in service processes with moral implications and its impact on satisfaction," Technological Forecasting and Social Change, Elsevier, vol. 196(C).
    12. Baudier, Patricia & de Boissieu, Elodie & Duchemin, Marie-Hélène, 2023. "Source Credibility and Emotions generated by Robot and Human Influencers: The perception of luxury brand representatives," Technological Forecasting and Social Change, Elsevier, vol. 187(C).
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    14. Ding, Bin & Li, Yameng & Miah, Shah & Liu, Wei, 2024. "Customer acceptance of frontline social robots—Human-robot interaction as boundary condition," Technological Forecasting and Social Change, Elsevier, vol. 199(C).

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