The robot-to-robot service encounter: an examination of the impact of inter-robot warmth

2021 ◽  
Vol 35 (9) ◽  
pp. 15-27
Author(s):  
Magnus Söderlund
Keyword(s):  
Design Methodology ◽  
Service Robots ◽  
Service Robot ◽  
Service Encounters ◽  
Experimental Setting ◽  
Content Type ◽  
Robot Systems ◽  
Synthetic Agents ◽  
High Level ◽  
The Impact

Purpose This study aims to examine humans’ reactions to service robots’ display of warmth in robot-to-robot interactions – a setting in which humans’ impressions of a service robot will not only be based on what this robot does in relation to humans, but also on what it does to other robots. Design/methodology/approach Service robot display of warmth was manipulated in an experimental setting in such a way that a service robot A expressed low versus high levels of warmth in relation to another service robot B. Findings The results indicate that a high level of warmth expressed by robot A vis-à-vis robot B boosted humans’ overall evaluations of A, and that this influence was mediated by the perceived humanness and the perceived happiness of A. Originality/value Numerous studies have examined humans’ reactions when they interact with a service robot or other synthetic agents that provide service. Future service encounters, however, will comprise also multi-robot systems, which means that there will be many opportunities for humans to be exposed to robot-to-robot interactions. Yet, this setting has hitherto rarely been examined in the service literature.

Guests’ perceptions of robot concierge and their adoption intentions

2020 ◽  
Vol 32 (8) ◽  
pp. 2613-2633 ◽  
Author(s):  
Hyejo Hailey Shin ◽  
Miyoung Jeong
Keyword(s):  
Design Methodology ◽  
Hotel Industry ◽  
Service Robots ◽  
Service Encounter ◽  
Design Experiment ◽  
Service Encounters ◽  
Content Type ◽  
Hotel Service ◽  
Factorial Design Experiment ◽  
Different Levels

Purpose The hotel industry has witnessed an increasing number of service automation through service robots such as robot concierges. However, few studies have documented how to identify how hotel guests perceive a robot concierge for their service encounter. Therefore, the purpose of this study is to examine the effects of robot concierges on hotel guests’ attitudes and adoption intentions of robot concierges. Design/methodology/approach This study investigated the effects of robot concierges’ morphology and their level of interactivity with guests at different levels of hotel service on guests’ attitudes and their intentions to adopt robot concierges. To achieve the study’s objectives, this study conducted a 3 × 2 × 3 between-subjects factorial design experiment. Moreover, the survey asked questions about subjects’ preferences of their service encounters (e.g. human employees, robot concierges and/or no preference) and reasons for their selected preference. Findings The results demonstrated that the robot’s morphology significantly influenced guests’ attitudes toward robot concierges. In particular, the caricatured robot was the most preferred morphology of robot concierges. The findings showed that even if guests had favorable attitudes toward robot concierges, they preferred human employees to robot concierges because of humans’ sincere and genuine interactions. Originality/value This study contributes to the literature by investigating the causal impacts of the morphology of robot concierges, level of interactivity and level of hotel service on guests’ attitudes toward robot concierges. The thematic analysis of service encounter preference provides an overview of the factors that guests expect for their service encounters in a hotel setting.

The impact of financial safety act and corporate governance on the level of financial disclosure

2016 ◽  
Vol 58 (6) ◽  
pp. 618-633 ◽  
Author(s):  
Ali Ahmadi ◽  
Abdelfettah Bouri
Keyword(s):  
Corporate Governance ◽  
Design Methodology ◽  
Stock Exchange ◽  
Financial Disclosure ◽  
Content Type ◽  
Study Results ◽  
Before And After ◽  
The Subject ◽  
High Level ◽  
The Impact

Purpose This research paper aims to identify and measure the contribution of the financial safety act (FSA) regulation in improving the level of financial disclosure of listed Tunisian firms. To answer the problems of the subject, the authors tried to hold accountable several determinants of the level of financial disclosure relating to the particular characteristics of the firm, and the adoption of the recommendations envisaged by the FSA, as likely to have an impact on the level of financial disclosure of Tunisian firms. Design/methodology/approach With a sample composed by 20 companies during the period from 2003 to 2010 (160 observations), the contribution of the FSA regulation in improving the level of financial disclosure of listed Tunisian firms was identified and measured. After that, the levels of financial disclosure before and after the FSA were compared. Findings The study results confirm the positive and significant effect of the FSA on the level of financial disclosure. This impact seems to appear through the improvement of the disclosure level during the years which follow the adoption of the new regulation. The results of this study also show that firms with a high level of financial disclosure are those which have an independent board of directors, auditor BIG and joint audit. Originality/value This paper is devoted to evaluate the impact of the FSA n°2005-96 and corporate governance on the level of financial disclosure. The empirical study relates to a sample of 20 firms listed on the Tunis Stock Exchange observed over the period 2003-2010.

scholarly journals Thinking about service encounters boosts talking about them

2019 ◽  
Vol 36 (4) ◽  
pp. 506-515
Author(s):  
Magnus Söderlund ◽  
Jan Mattsson
Keyword(s):  
Critical Incident ◽  
Design Methodology ◽  
Word Of Mouth ◽  
Positive Influence ◽  
Service Encounter ◽  
Service Encounters ◽  
Special Role ◽  
Dominant Position ◽  
Content Type ◽  
The Impact

Purpose This paper aims to examine the impact of thinking about an event as an antecedent to subsequent talk about this event with others (i.e. word-of-mouth). Thinking has been a neglected variable in word-of-mouth research, despite the fact that several conceptual arguments indicate that thinking is likely to enhance talking. Here, the thinking–talking association is examined in the context of service encounters. Design/methodology/approach Data were collected with a critical incident method, and the main variables were measured with questionnaire items. Findings Thinking about a service encounter – after it has been completed – had a positive influence on subsequent talk to others about the encounter. The association was mediated by the memorability of the service encounter and the extent to which what had happened had been subject to rehearsal with the purpose of telling others about it. In addition, with respect to antecedents of consumer thinking, the results indicate that service encounter incongruity had a special role in why the consumer thinks about encounters after they have been completed. Originality/value The findings should be seen in relation to the dominant position of customer satisfaction as an antecedent to word-of-mouth in the existing literature. The present results, however, indicate that satisfaction’s contribution to the variation in talking about the encounter was modest.

Assessing the hotel service robot interaction on tourists' behaviour: the role of anthropomorphism

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jing Wen Jia ◽  
Namho Chung ◽  
Jooyoung Hwang
Keyword(s):  
User Satisfaction ◽  
Positive Impact ◽  
Service Robots ◽  
Service Robot ◽  
Research Model ◽  
Content Type ◽  
Hotel Service ◽  
Human Likeness ◽  
The Impact

PurposeThe main purpose of this study is to investigate the impact of service robots on hotel visitors' behaviour and to verify the role of anthropomorphism(human likeness) in customer satisfaction with robots.Design/methodology/approachAn online survey of 381 respondents was conducted, divided into three types of robots according to the level of anthropomorphism. The research model was thoroughly tested using the PLS-SEM method. Research model was tested thoroughly using the PLS-SEM method.FindingsThis study found that user satisfaction with service robots in a hotel had a positive impact on user satisfaction, attitude towards the hotel and room purchase intention. Moreover, our results showed that users were most likely to accept medium-human likeness robots and least likely to accept high–human likeness robots.Originality/valueThis study proposes influencing factors to be considered when researching hotel service robots, as well as practical suggestions for any hotel intending to use or currently using a service robot.

Impact of anthropomorphic features of artificially intelligent service robots on consumer acceptance: moderating role of sense of humor

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mengying Zhang ◽  
Dogan Gursoy ◽  
Zhangyao Zhu ◽  
Si Shi
Keyword(s):  
Service Delivery ◽  
Evaluation Criteria ◽  
Consumer Acceptance ◽  
Service Robots ◽  
Service Robot ◽  
Sense Of Humor ◽  
Content Type ◽  
The Impact ◽  
Moderating Role

Purpose This study aims to investigate the impact of both physical and personality-related anthropomorphic features of an artificial intelligence service robot on the cognitive and affective appraisals and acceptance of consumers during service delivery. Design/methodology/approach The proposed hypotheses that investigate the effects of service robots’ physical appearance on the emphasis consumers place on each evaluation criteria they use in determining their willingness to accept the use of service robots in service delivery and the moderating role of sense of humor are tested by conducting two studies using scenario-based experiments. Findings The results show that humanlike appearance leads to higher performance expectancy, mascot-like appearance generates higher positive emotions and machine-like appearance results in higher effort expectancy. The effects of humanlike and mascot-like appearances on consumer acceptance are moderated by the sense of humor of service robots. However, the sense of humor effect is attenuated with a machine-like appearance owing to the lack of anthropomorphism. Practical implications This study provides crucial insights for hospitality managers who plan to use service robots in service delivery. The findings highlight the key roles of appearance type and sense of humor of service robots in influencing the appraisals and acceptance of consumers regarding the use of service robots in service delivery. Originality/value This study focuses on comparing the effects of traditional and mascot-like appearances of service robots on consumer appraisals and identifies sense of humor as a cute anthropomorphized personality trait of service robots.

Parents or peers, wealth or warmth? The impact of social support, wealth, and a positive outlook on self-efficacy and happiness

2017 ◽  
Vol 44 (6) ◽  
pp. 732-750 ◽  
Author(s):  
Vesarach Aumeboonsuke
Keyword(s):  
Social Support ◽  
Self Efficacy ◽  
Design Methodology ◽  
Content Type ◽  
Family Wealth ◽  
Role Of Parents ◽  
High Level ◽  
Positive Outlook ◽  
The Impact

Purpose The purpose of this paper is to investigate the association between family wealth, positive outlook, and support from significant others, including parents and friends, on self-efficacy and happiness. Design/methodology/approach The impact of family wealth, social support, and positive outlook on self-efficacy and one’s own happiness is analyzed through the partial least squared method. Findings There are five essential points that can be drawn from the statistical results. First, parents’ support tends to be more important than friends’ support for individuals’ happiness. Second, individuals that receive more support from parents tend to develop a higher level of self-efficacy. Third, individuals that are in a less wealthy family tend to develop a higher level of self-efficacy. Fourth, parents’ support plays a more important role in developing a higher level of self-efficacy for individuals that are in a less wealthy family than for individuals that are in a wealthier family. Finally, the positive link between happiness and self-efficacy was stronger for individuals in a wealthier family than for individuals in a less wealthy family. Research limitations/implications In particular, although individuals in a wealthier family tend to exhibit a lower level of self-efficacy, and happiness alone had no significant impact on self-efficacy, happiness significantly promoted self-efficacy more for individuals in a wealthier family than for individuals in a less wealthy family. Social implications In conclusion, the results from this research provide essential recommendations for individuals regarding the approach to happiness and self-efficacy. The results indicated how significant the role of parents’ support is in one’s happiness and that support from parents is more important for one’s self-efficacy and happiness than support from friends. Furthermore, individuals should be aware that money is not the ultimate answer for happiness and self-efficacy. Individuals in less wealthy families were able to enjoy a higher level of self-efficacy given that they were receiving sufficient support from their parents. Originality/value This study found that although individuals in a wealthier family tend to exhibit a lower level of self-efficacy, and happiness alone has no significant impact on self-efficacy, happiness significantly promote self-efficacy more for individuals in a wealthier family than for individuals in a less wealthy family. However, in the less-wealthier family, parents play more significant role and can generate high level of self-efficacy for their children.

Following the rules of society

2018 ◽  
Vol 34 (3) ◽  
pp. 30-32
Keyword(s):  
Case Studies ◽  
Design Methodology ◽  
Reading Time ◽  
Arab World ◽  
Cultural Norms ◽  
Content Type ◽  
Pertinent Information ◽  
High Level ◽  
The Impact ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings The cultural norms of any country dictate how managers of all levels perform. While there is an understanding of how this works in Western nations, this work looks at the impact of societal conventions in the Arab world on high-level managers. Originality/value The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Ageing Well in Wales: a national movement

2015 ◽  
Vol 19 (4) ◽  
pp. 170-176
Author(s):  
Iwan Williams ◽  
Alan Hattton-Yeo
Keyword(s):  
Older People ◽  
Design Methodology ◽  
First Year ◽  
Front Line ◽  
Content Type ◽  
Health And Wellbeing ◽  
Community Volunteer ◽  
High Level ◽  
The Impact ◽  
Practical Implications

Purpose – The purpose of this paper is to inform readers about the Ageing Well in Wales Programme, including its background, purpose and key aims and objectives. Design/methodology/approach – The Programme is in its first year and works at several levels, from high-level national bodies to community/volunteer groups on the ground. The Programme’s success is largely dependent on the commitment of individuals and organisations. Findings – The Programme is on-going with no findings as such to date, however, the Programme is a response to research and evidence that suggests that the health and wellbeing of older people in Wales needs to be urgently addressed, particularly in the context of demographic change and the impact of austerity on front-line public services and the development of more preventative approaches. Practical implications – One of the outcomes will be an increasing understanding of what makes effective national learning and participative networks. Social implications – People in Wales will be more active and engaged and as a consequence experience greater health and wellbeing. Originality/value – Provides a state of play on the Programme up to Summer 2015, outlining what has been achieved to date and next steps.

scholarly journals Spicing up hospitality service encounters: the case of Pepper™

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Aarni Tuomi ◽  
Iis P. Tussyadiah ◽  
Paul Hanna
Keyword(s):  
Participant Observation ◽  
Empirical Studies ◽  
Human Robot Interaction ◽  
Photo Elicitation ◽  
Service Robots ◽  
Service Robot ◽  
Service Encounters ◽  
Structured Interviews ◽  
Previous Theory ◽  
Content Type

Purpose This paper aims to explore the implications of integrating humanoid service robots into hospitality service encounters by evaluating two service prototypes using Softbank Robotics’ popular service robot Pepper™: to provide information (akin to a receptionist) and to facilitate order-taking (akin to a server). Drawing both studies together, the paper puts forward novel, theory-informed yet context-rooted design principles for humanoid robot adoption in hospitality service encounters. Design/methodology/approach Adopting a multiple method qualitative approach, two service prototypes are evaluated with hospitality and tourism experts (N = 30, Prototype 1) and frontline hospitality employees (N = 18, Prototype 2) using participant observation, in situ feedback, semi-structured interviews and photo-elicitation. Findings The adoption of humanoid service robots in hospitality is influenced by the following four layers of determinants: contextual, social, interactional and psychological factors, as well as extrinsic and intrinsic drivers of adoption. These empirical findings both confirm and extend previous conceptualizations of human-robot interaction (HRI) in hospitality service. Research limitations/implications Despite using photo-elicitation to evoke insight regarding the use of different types of service robots in hospitality, the paper mostly focuses on anthropomorphized service robots such as Pepper™. Practical implications Adopting humanoid service robots will transform hospitality operations, whereby the most routine, unpleasant tasks such as taking repeat orders or dealing with complaints may be delegated to service robots or human-robot teams. Social implications Working with and receiving service from Pepper™ changes the service encounter from direct practical, technical considerations to more nuanced social and psychological implications, particularly around feelings of self-esteem, social pressure and social judgment. Originality/value This paper presents one of the first empirical studies on HRI in hospitality service encounters using Softbank Robotics’ Pepper™. In doing so, the paper presents a novel framework for service robot adoption rooted in first-hand user interaction as opposed to previous, theory-driven conceptualizations of behavior or empirical studies exploring behavioral intention.

Poor and rich customers in the service encounter

2017 ◽  
Vol 28 (2) ◽  
pp. 265-283 ◽  
Author(s):  
Magnus Soderlund
Keyword(s):  
Customer Satisfaction ◽  
Design Methodology ◽  
Service Encounter ◽  
Service Encounters ◽  
Related Factors ◽  
Content Type ◽  
Service Employees ◽  
Factors Affecting ◽  
Per Se ◽  
The Impact

Purpose The purpose of this study is to examine categorization leakage from employees in service encounters in terms of indications that the customer has been categorized as either poor or rich. Given that customers perceive themselves as belonging to one of these two categories, leakage can result in perceptions of the categorization as either correct or incorrect, and the specific purpose is to assess the impact of such outcomes on customer satisfaction. Design/methodology/approach Two between-subjects experiments were used to manipulate service employees’ leakage of categorization clues; the participants were subject to leakage comprising clues that they had been categorized as either poor or rich. The participants’ self-perceived membership in the poor and rich categories was used as a measured factor. Findings The results indicate that customers are indeed sensitive to how they are categorized in service encounters. More specifically, when categorization in terms of the categories poor and rich was leaked to the customer, being correctly categorized (either as poor or rich) was more satisfying than being incorrectly categorized. In addition, given the valenced charge of these two categories, the results indicate that the category charge per se also influences satisfaction. Originality/value The present study adds employee categorization leakage to the existing literature dealing with employee-related factors affecting customer satisfaction in service encounters.

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