scholarly journals Domo Arigato Mr. Roboto

2016 ◽  
Vol 20 (1) ◽  
pp. 43-58 ◽  
Author(s):  
Jenny van Doorn ◽  
Martin Mende ◽  
Stephanie M. Noble ◽  
John Hulland ◽  
Amy L. Ostrom ◽  
...  
Keyword(s):  
Social Cognition ◽  
Social Presence ◽  
Service Providers ◽  
Humanoid Robots ◽  
Psychological Ownership ◽  
Service Robots ◽  
Future Research ◽  
Related Factors ◽  
Novel Concept ◽  
The Relationship

Technology is rapidly changing the nature of service, customers’ service frontline experiences, and customers’ relationships with service providers. Based on the prediction that in the marketplace of 2025, technology (e.g., service-providing humanoid robots) will be melded into numerous service experiences, this article spotlights technology’s ability to engage customers on a social level as a critical advancement of technology infusions. Specifically, it introduces the novel concept of automated social presence (ASP; i.e., the extent to which technology makes customers feel the presence of another social entity) to the services literature. The authors develop a typology that highlights different combinations of automated and human social presence in organizational frontlines and indicates literature gaps, thereby emphasizing avenues for future research. Moreover, the article presents a conceptual framework that focuses on (a) how the relationship between ASP and several key service and customer outcomes is mediated by social cognition and perceptions of psychological ownership as well as (b) three customer-related factors that moderate the relationship between ASP and social cognition and psychological ownership (i.e., a customer’s relationship orientation, tendency to anthropomorphize, and technology readiness). Finally, propositions are presented that can be a catalyst for future work to enhance the understanding of how technology infusion, particularly service robots, influences customers’ frontline experiences in the future.

scholarly journals The Transformative Potential of Ruins: A Tool for a Nonlinear Design Perspective in Adaptive Reuse

2021 ◽  
Vol 13 (10) ◽  
pp. 5660
Author(s):  
Elena Guidetti ◽  
Matteo Robiglio
Keyword(s):  
Adaptive Design ◽  
Future Research ◽  
Existing Buildings ◽  
Quantitative And Qualitative Research ◽  
Transformative Potential ◽  
Nonlinear Design ◽  
Mental Construct ◽  
Design Perspective ◽  
Novel Concept ◽  
The Relationship

In recent years, the heritage preservation debate has seen a growing interest in emerging theories in which the concept of potential plays an essential role. Starting from the assumption that memory is an evolving mental construct, the present paper introduces the concept of “transformative potential” in existing buildings. This novel concept regards the inevitability of loss and the self-destructive potential as part of the transformation of each building. The “transformative potential” is defined here as the relationship between spatial settings and material consistency. This research hypothesizes five “transformative potential” types by analyzing five best-practices adapted ruins in the last 15 years. The analysis integrates quantitative and qualitative research methods: morphological analysis (dimensional variations, critical redrawing, configuration patterns) and decay stages evaluation (shearing layers analysis, adaptation approaches). The goal is to test the “transformative potential” effectiveness in outlining patterns between specific stages of decay and adaptive design projects. Adaptation projects may actualize this potential in a specific time through incremental and decremental phases, outlining a nonlinear relationship between decay and memory. The study provides insights for future research on adapting existing buildings in a particular decay stage.

scholarly journals Customer experience challenges: bringing together digital, physical and social realms

2018 ◽  
Vol 29 (5) ◽  
pp. 776-808 ◽  
Author(s):  
Ruth N. Bolton ◽  
Janet R. McColl-Kennedy ◽  
Lilliemay Cheung ◽  
Andrew Gallan ◽  
Chiara Orsingher ◽  
...  
Keyword(s):  
Conceptual Framework ◽  
Social Presence ◽  
Dimensional Space ◽  
New Technology ◽  
Three Dimensional ◽  
Customer Experience ◽  
Service Robots ◽  
Service Research ◽  
Future Research ◽  
Content Type

PurposeThe purpose of this paper is to explore innovations in customer experience at the intersection of the digital, physical and social realms. It explicitly considers experiences involving new technology-enabled services, such as digital twins and automated social presence (i.e. virtual assistants and service robots).Design/methodology/approachFuture customer experiences are conceptualized within a three-dimensional space – low to high digital density, low to high physical complexity and low to high social presence – yielding eight octants.FindingsThe conceptual framework identifies eight “dualities,” or specific challenges connected with integrating digital, physical and social realms that challenge organizations to create superior customer experiences in both business-to-business and business-to-consumer markets. The eight dualities are opposing strategic options that organizations must reconcile when co-creating customer experiences under different conditions.Research limitations/implicationsA review of theory demonstrates that little research has been conducted at the intersection of the digital, physical and social realms. Most studies focus on one realm, with occasional reference to another. This paper suggests an agenda for future research and gives examples of fruitful ways to study connections among the three realms rather than in a single realm.Practical implicationsThis paper provides guidance for managers in designing and managing customer experiences that the authors believe will need to be addressed by the year 2050.Social implicationsThis paper discusses important societal issues, such as individual and societal needs for privacy, security and transparency. It sets out potential avenues for service innovation in these areas.Originality/valueThe conceptual framework integrates knowledge about customer experiences in digital, physical and social realms in a new way, with insights for future service research, managers and public policy makers.

scholarly journals Investigating the moderating role of intercultural factors on consumer cross-shopping behavior

2020 ◽  
Vol 9 (2) ◽  
pp. 139-151
Author(s):  
Hayiel Hino
Keyword(s):  
Ethnic Minority ◽  
Shopping Behavior ◽  
Future Research ◽  
Related Factors ◽  
Study Results ◽  
Majority Population ◽  
Israeli Arabs ◽  
The Relationship ◽  
Moderating Role

The concept of prejudice has become increasingly important to scientific thinking about relations between groups. Yet, despite extensive research, little is known about how prejudice affects consumer buying behavior, especially regarding activities that involve purchasing products and services thereby crossing to suppliers from the dominant community.  The purpose of this study is twofold: to examine the influence of both positive and negative prejudices on cross-shopping intention in the context of an ethnic minority-majority group relationship; and, to investigate the moderating influence of intercultural-related factors (i.e. online contact, social interaction, and acculturation) on the relationship between negative prejudice and cross-shopping intention. A sample consisting of 202 respondents was obtained from across ethnic-minority consumers (the Israeli Arabs) who routinely interact online and offline with individuals from the majority population (Israeli Jews). The conceptual framework and hypothesis are tested using the partial least squares analyses (PLS). The study results provide a better understanding of the conflicting effects of positive and negative prejudice on cross-shopping intention. Additionally, results shed light on the moderating role of intercultural factors on the relationship between negative prejudice and cross-shopping intention. Implications are identified together with consideration of the study limitations and avenues for future research.

Relationship Quality in Services

2013 ◽  
pp. 171-190
Author(s):  
Pinelopi Athanasopoulou
Keyword(s):  
Relationship Quality ◽  
Service Providers ◽  
Competitive Environment ◽  
Future Research ◽  
Environment Effect ◽  
Single Dimension ◽  
Antecedents And Consequences ◽  
Relationship Of ◽  
The Relationship ◽  
Development And Evolution

In today’s highly competitive environment, the development of successful relationships with customers is considered a significant competitive advantage. Thus, the maintenance and enhancement of Relationship Quality (RQ) becomes critical for service providers. This chapter aims to analyse the concept of RQ and its antecedents and consequences in the area of services, account for its development and evolution through the last 2 decades, identify the developmental trends in the literature, and offer directions for future research. The field has become more specialised with age and the only area of convergence is the use of trust, satisfaction, and commitment as dimensions of RQ. However, lately RQ is conceptualised as a single dimension concept based on buyer’s perception. Researchers use antecedents that are buyer-related, seller-related, or relationship-related, and the most important consequence investigated is customer loyalty. Lately, RQ research emphasises the importance of the environment effect (technology, economy, culture, etc.), is focusing on multi-industry or multi-country studies, and investigates the relationship of RQ with other major concepts such as service quality.

scholarly journals Examining joint attention with the use of humanoid robots-A new approach to study fundamental mechanisms of social cognition

2019 ◽  
Vol 27 (2) ◽  
pp. 217-236 ◽  
Author(s):  
Pauline Chevalier ◽  
Kyveli Kompatsiari ◽  
Francesca Ciardo ◽  
Agnieszka Wykowska
Keyword(s):  
Social Cognition ◽  
Joint Attention ◽  
Ecological Validity ◽  
Humanoid Robots ◽  
Autism Spectrum ◽  
Human Robot Interaction ◽  
Future Research ◽  
Healthcare Applications ◽  
Experimental Control ◽  
Technological Developments

AbstractThis article reviews methods to investigate joint attention and highlights the benefits of new methodological approaches that make use of the most recent technological developments, such as humanoid robots for studying social cognition. After reviewing classical approaches that address joint attention mechanisms with the use of controlled screen-based stimuli, we describe recent accounts that have proposed the need for more natural and interactive experimental protocols. Although the recent approaches allow for more ecological validity, they often face the challenges of experimental control in more natural social interaction protocols. In this context, we propose that the use of humanoid robots in interactive protocols is a particularly promising avenue for targeting the mechanisms of joint attention. Using humanoid robots to interact with humans in naturalistic experimental setups has the advantage of both excellent experimental control and ecological validity. In clinical applications, it offers new techniques for both diagnosis and therapy, especially for children with autism spectrum disorder. The review concludes with indications for future research, in the domains of healthcare applications and human–robot interaction in general.

scholarly journals A survey on the use of humanoid robots in primary education: Prospects, research challenges and future research directions

2019 ◽  
Vol 14 (3) ◽  
pp. 361-373 ◽  
Author(s):  
Gurkan Tuna ◽  
Ayse Tuna ◽  
Emine Ahmetoglu ◽  
Hilmi Kuscu
Keyword(s):  
Teaching Assistants ◽  
Humanoid Robots ◽  
Data Representation ◽  
Digital Data ◽  
Learning Goals ◽  
Future Research ◽  
Learning Tools ◽  
Future Research Directions ◽  
And Performance ◽  
The Relationship

In parallel with the significant and exciting advancements in robot technologies, the use of humanoid robots to support teaching strategies and learning goals has become a popular topic. Different from the traditional instructional or learning tools, humanoid robots can exhibit mobile behaviours and numerous repetitions and are very helpful to the students in developing problem-solving and collaboration abilities. Presently, the roles of humanoid robots in classrooms fall into four main categories: learning materials, learning companions, teaching assistants and communication mediators to support group learning, respectively. With the humanoid appearance, anthropomorphism, interaction, flexibility, repeatability and digital data representation, humanoid robots have great potential to be useful especially in preschool and primary school education. In this paper, limitations and challenges of the use of humanoid robots as teaching assistants are presented in addition to exploring the relationship between humanoid robots and performance in learning. Keywords: Humanoid robot, teaching, social interaction, learning tool, assisted learning.

Eating Disorders and Body Image Concerns in Men of Color: Cultural Considerations

2020 ◽  
Vol 42 (2) ◽  
pp. 110-123
Author(s):  
Laurel Stewardson ◽  
Jessica Nolan ◽  
Regine Talleyrand
Keyword(s):  
Risk Factors ◽  
Eating Disorders ◽  
Body Image ◽  
White Women ◽  
Service Providers ◽  
Future Research ◽  
Related Factors ◽  
Contextual Risk ◽  
Body Image Concerns ◽  
Men With Eating Disorders

Research on eating disorders and body-image concerns has traditionally focused on White women and girls. Only a few studies have addressed the specific needs of racially and ethnically diverse men with eating disorders. This article reviews and presents research findings on contextual risk factors that contribute to eating disorders and body-image concerns in men and boys. First, important race- and ethnicity-related factors such as racial identity, acculturation, and experiences of discrimination are briefly discussed. Risk factors relevant for this population, including race-related factors, visual and social media, sexual orientation, muscularity, weight and obesity, and substance abuse, are then explored. Finally, implications for service providers and areas for future research are identified.

Business process management and service delivery; a case of Uganda's public entities

2014 ◽  
Vol 10 (4) ◽  
pp. 285-299 ◽  
Author(s):  
Nixon Kamukama ◽  
Sulait Tumwine ◽  
Julius Opiso ◽  
Stephen Korutaro Nkundabanyanga
Keyword(s):  
Service Delivery ◽  
Business Process ◽  
Business Process Management ◽  
Process Management ◽  
Service Providers ◽  
Methodological Approach ◽  
Sub Saharan Africa ◽  
Future Research ◽  
Content Type ◽  
The Relationship

Purpose – The purpose of this paper is to test empirically a variety of hypotheses related to business process management (BPM) and service delivery within public entities and contracting companies in Uganda. Design/methodology/approach – A valid research instrument was utilized to conduct a survey on 20 government ministries, ten government departments and 13 service providers (contractors) who are representative of the 40 government entities and 25 service providers in Uganda. Correlation and regression analysis were conducted to ascertain the validity of the hypotheses. Findings – Statistical support was found for eight out of the nine hypotheses tested. Research limitations/implications – Only a single research methodological approach was employed, future research through interviews could be undertaken. Multiple respondents in public entities and service providers were studied, neglecting other key stakeholders like service users. Finally, BPM was studied and by the virtual of the results, there are other elements that contribute to service delivery that were not part of this study. Practical implications – There is need to intensify initiatives to encourage greater understanding and acceptance of BPM, employ a viable BPM strategy that includes risk management, building high-level innovation, strong human resource capacity, providers expertise in order to provide optimal service to both service buyers and users. Originality/value – This is the first paper in sub-Saharan Africa to tests empirically the relationship between BPM and service delivery in the Ugandan context of service buyers and providers and provides support for the relationship and process management.

scholarly journals Examining joint attention with the use of humanoid robots – a new approach to study fundamental mechanisms of social cognition

2019 ◽  
Author(s):  
Pauline Chevalier ◽  
Kyveli Kompatsiari ◽  
Francesca Ciardo ◽  
Agnieszka Wykowska
Keyword(s):  
Social Cognition ◽  
Joint Attention ◽  
Ecological Validity ◽  
Humanoid Robots ◽  
Autism Spectrum ◽  
Human Robot Interaction ◽  
Future Research ◽  
Healthcare Applications ◽  
Experimental Control ◽  
Technological Developments

This paper reviews methods to investigate joint attention, and highlights the benefits of new methodological approaches that make use of most recent technological developments such as humanoid robots for studying social cognition. After reviewing classical approaches addressing joint attention mechanisms with the use of controlled screen-based stimuli, we describe recent accounts that propose the need for more natural and interactive experimental protocols. Although the recent approaches allow for more ecological validity, they often face the challenges of experimental control in more natural social interaction protocols. In this context, we propose that the use of humanoid robots in interactive protocols is a particularly promising avenue to target the mechanisms of joint attention. Using humanoid robots to interact with humans in naturalistic experimental setups has the advantage of both excellent experimental control and ecological validity. In clinical applications, it offers new techniques for diagnosis and therapy, especially for children with Autism Spectrum Disorder. The review concludes with indications for future research, in the domain of healthcare applications and human-robot interaction in general.

A Survey Study of Spiritual Change and Related Factors Among the Surviving Loved Ones of Homicide Victims

2020 ◽  
pp. 088626052090555
Author(s):  
Shannon Johnson
Keyword(s):  
Posttraumatic Growth ◽  
Phase 1 ◽  
Survey Study ◽  
Future Research ◽  
Second Phase ◽  
Related Factors ◽  
Perceived Justice ◽  
Spiritual Change ◽  
The World ◽  
The Relationship

A survey study was conducted as the second phase of a sequential mixed-methods study of spiritual change after the homicide of a loved one. The purpose of the study was to test the Theory of Post-Homicide Spiritual Change (Theory of PHSC), which emerged in Phase 1 of the larger study. The formulation of survey research questions and hypotheses was guided by the emerging theory. Data were collected online using Qualtrics. Respondents ( N = 112) completed a demographic and background questionnaire that was devised for the study based on a review of important factors in homicidal bereavement. They also responded to established measures, including a modified version of the Posttraumatic Growth Inventory, the Integration of Stressful Life Experiences Scale (ISLES), and the Perceived Justice Scale. The ISLES was comprised of two subscales—Comprehensibility and Footing in the World. Significant findings revealed that posttraumatic growth (PTG) was higher among those for whom 3 or more years had passed since the murder, as compared with those for whom fewer than 3 years had passed. The age of the victim was positively correlated with integration of loss. Christian respondents reported higher levels of integration of loss and PTG, as compared with non-Christian respondents. Integration of loss was a mediator of the relationship between perceived justice and integration of loss, while footing in the world was a mediator of the relationship between comprehensibility and PTG. Contrary to hypotheses, integration of loss did not differ by time since murder. This finding is interpreted in terms of the limitations of the study sample and in terms of future research directions in this area. The results of this study yield important insight into spiritual change and related factors that can be used to guide service provision with the homicide survivor population.

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