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Service robots in a multi-party setting: An examination of robots’ ability to detect human-to-human conflict and its effects on robot evaluations

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  • Söderlund, Magnus
  • Natorina, Alona

Abstract

When we need service, we will soon be interacting with various non-human AI-powered agents. In the first phase of a transformation from human-to-human to human-to-robot service encounters, it can also be expected that many of us will share the same robot in multi-party settings in which several users are present at the same time. This setting is particularly challenging for a service robot when users have conflicting demands for what the robot should do. And conflicts are ubiquitous in human behavior. The present study examines this understudied situation with an experimental approach: a service robot's ability to detect inter-user conflicts was manipulated (low vs. high) in a domestic setting (a kitchen). The results show that a service robot with a high conflict-detection ability boosted (1) the perceived usefulness of the robot and (2) overall robot evaluations.

Suggested Citation

  • Söderlund, Magnus & Natorina, Alona, 2024. "Service robots in a multi-party setting: An examination of robots’ ability to detect human-to-human conflict and its effects on robot evaluations," Technology in Society, Elsevier, vol. 77(C).
    • Handle: RePEc:eee:teinso:v:77:y:2024:i:c:s0160791x24001088
    DOI: 10.1016/j.techsoc.2024.102560
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    References listed on IDEAS

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    Cited by:

    1. Söderlund, Magnus, 2024. "Human employees and service robots in the service encounter and the role of attribution of theory of mind," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).

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