scholarly journals Perceived Service Quality in HRI: Applying the SERVBOT Framework

2021 ◽  
Vol 8 ◽  
Author(s):  
Isha Kharub ◽  
Michael Lwin ◽  
Aila Khan ◽  
Omar Mubin
Keyword(s):  
Service Quality ◽  
Strong Predictor ◽  
Social Robots ◽  
Social Robot ◽  
Emotional Engagement ◽  
Perceived Service Quality ◽  
Service Setting ◽  
The Social ◽  
Entertainment Value

Services are intangible in nature and as a result, it is often difficult to measure the quality of the service. In the service literature, the service is usually delivered by a human to a human customer and the quality of the service is often evaluated using the SERVQUAL dimensions. An extensive review of the literature shows there is a lack of an empirical model to assess the perceived service quality provided by a social robot. Furthermore, the social robot literature highlights key differences between human service and social robots. For example, scholars have highlighted the importance of entertainment value and engagement in the adoption of social robots in the service industry. However, it is unclear whether the SERVQUAL dimensions are appropriate to measure social robot’s service quality. The paper proposes the SERVBOT model to assess a social robot’s service quality. It identifies, reliability, responsiveness, assurance, empathy, and entertainment as the five dimensions of SERVBOT. Further, the research will investigate how these five factors influence emotional engagement and future intentions to use the social robot in a concierge service setting. The model was tested using student sampling, and a total of 94 responses were collected for the study. The findings indicate empathy and entertainment value as key predictors of emotional engagement. Further, emotional engagement is a strong predictor of future intention to use a social robot in a service setting. This study is the first to propose the SERVBOT model to measure social robot’s service quality. The model provides a theoretical underpinning on the key service quality dimensions of a social robot and gives scholars and managers a method to track the service quality of a social robot. The study also extends on the literature by exploring the key factors that influence the use of social robots (i.e. emotional engagement).

scholarly journals Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials

2021 ◽  
Vol 13 (2) ◽  
pp. 504
Author(s):  
Patrícia Moura e Sá ◽  
Maria João Rosa ◽  
Gonçalo Santinha ◽  
Cátia Valente
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Service Performance ◽  
Technological Equipment ◽  
Perceived Service Quality ◽  
Positive View ◽  
Depth Interview

This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court officials’ perceptions of post-service performance. One hundred and fifty-eight questionnaires were successfully returned. An in-depth interview was later conducted to the court administrator to gain a richer understanding of the results achieved and ask follow-up questions. Overall, findings revealed that court users, magistrates, and court officials clearly have a positive view of the services provided, although improvement is needed, particularly in the court’s facilities and technological equipment. The current research sheds some light on the potentialities and difficulties of assessing service quality in the judiciary and contributes to the validation of the SERVPERF instrument in this context.

scholarly journals Mitigating Children’s Pain and Anxiety during Blood Draw Using Social Robots

Electronics ◽  
2021 ◽  
Vol 10 (10) ◽  
pp. 1211
Author(s):  
Matthijs H. J. Smakman ◽  
Koen Smit ◽  
Lotte Buser ◽  
Tom Monshouwer ◽  
Nigel van Putten ◽  
...  
Keyword(s):  
Healthcare Professionals ◽  
Young Patients ◽  
Hospital Setting ◽  
Social Robots ◽  
Social Robot ◽  
Blood Collection ◽  
Medical Procedure ◽  
Blood Draw ◽  
The Social ◽  
Children's Pain

Young pediatric patients who undergo venipuncture or capillary blood sampling often experience high levels of pain and anxiety. This often results in distressed young patients and their parents, increased treatment times, and a higher workload for healthcare professionals. Social robots are a new and promising tool to mitigate children’s pain and anxiety. This study aims to purposefully design and test a social robot for mitigating stress and anxiety during blood draw of children. We first programmed a social robot based on the requirements expressed by experienced healthcare professionals during focus group sessions. Next, we designed a randomized controlled experiment in which the social robot was applied as a distraction method to measure its capacity to mitigate pain and anxiety in children during blood draw in a children’s hospital setting. Children who interacted with the robot showed significantly lower levels of anxiety before actual blood collection, compared to children who received regular medical treatment. Children in the middle classes of primary school (aged 6–9) seemed especially sensitive to the robot’s ability to mitigate pain and anxiety before blood draw. Children’s parents overall expressed strong positive attitudes toward the use and effectiveness of the social robot for mitigating pain and anxiety. The results of this study demonstrate that social robots can be considered a new and effective tool for lowering children’s anxiety prior to the distressing medical procedure of blood collection.

scholarly journals The Social Robot in Rehabilitation and Assistance: What is the Future?

Healthcare ◽  
2021 ◽  
Vol 9 (3) ◽  
pp. 244
Author(s):  
Daniele Giansanti
Keyword(s):  
The Elderly ◽  
Social Robots ◽  
Social Robot ◽  
Clinical Use ◽  
Research Development ◽  
Future Directions ◽  
Collaborative Robotics ◽  
Research Perspectives ◽  
The Social ◽  
The Future

This commentary aims to address the field of social robots both in terms of the global situation and research perspectives. It has four polarities. First, it revisits the evolutions in robotics, which, starting from collaborative robotics, has led to the diffusion of social robots. Second, it illustrates the main fields in the employment of social robots in rehabilitation and assistance in the elderly and handicapped and in further emerging sectors. Third, it takes a look at the future directions of the research development both in terms of clinical and technological aspects. Fourth, it discusses the opportunities and limits, starting from the development and clinical use of social robots during the COVID-19 pandemic to the increase of ethical discussion on their use.

scholarly journals The Social Robot and the Digital Physiotherapist: Are We Ready for the Team Play?

Healthcare ◽  
2021 ◽  
Vol 9 (11) ◽  
pp. 1454
Author(s):  
Rossella Simeoni ◽  
Federico Colonnelli ◽  
Veronica Eutizi ◽  
Matteo Marchetti ◽  
Elena Paolini ◽  
...  
Keyword(s):  
Performance Monitoring ◽  
Digital Health ◽  
Social Robots ◽  
Social Robot ◽  
Work Processes ◽  
Feedback Form ◽  
Electronic Survey ◽  
The Social ◽  
Two Samples ◽  
Periodic Monitoring

Motivation: We are witnessing two phenomena. The first is that the physiotherapist is increasingly becoming a figure that must interact with Digital Health. On the other hand, social robots through research are improving more and more in the aspects of social interaction thanks also to artificial intelligence and becoming useful in rehabilitation processes. It begins to become strategic to investigate the intersections between these two phenomena. Objective: Therefore, we set ourselves the goal of investigating the consensus and opinion of physiotherapists around the introduction of social robots in clinical practice both in rehabilitation and assistance. Procedure: An electronic survey has been developed focused on social robot-based rehabilitation and assistance and has been submitted to subjects focused on physiotherapy sciences to investigate their opinion and their level of consent regarding the use of the social robot in rehabilitation and assistance. Two samples of subjects were recruited: the first group (156 participating subjects, 79 males, 77 females, mean age 24.3 years) was in the training phase, and the second (167 participating subjects, 86 males, 81 females, mean age 42.4 years) group was involved in the work processes. An electronic feedback form was also submitted to investigate the acceptance of the proposed methodology. Results: The survey showed a consistency of the results between the two samples from which interesting considerations emerge. Contrary to stereotypes that report how AI-based devices put jobs at risk, physiotherapists are not afraid of these devices. The subjects involved in the study believe the following: (a) social robots can be reliable co-workers but will remain a complementary device; (b) their role will be of the utmost importance as an operational manager in their use and in performance monitoring; (c) these devices will allow an increase in working capacity and facilitate integration. All those involved in the study believe that the proposed electronic survey has proved to be a useful and effective tool that can be useful as a periodic monitoring tool and useful for scientific societies. Conclusions: The evolution of social robots represents an unstoppable process as does the increase in the aging of the population. Stakeholders must not look with suspicion toward these devices, which can represent an important resource, but rather invest in monitoring and consensus training initiatives.

scholarly journals Social robots: The influence of human and robot characteristics on acceptance

2019 ◽  
Vol 10 (1) ◽  
pp. 346-358 ◽  
Author(s):  
Laura Bishop ◽  
Anouk van Maris ◽  
Sanja Dogramadzi ◽  
Nancy Zook
Keyword(s):  
Social Robots ◽  
Social Robot ◽  
User Characteristics ◽  
Video Clips ◽  
Robot Acceptance ◽  
Gender And Education ◽  
The Social ◽  
Gender Education ◽  
Implicit And Explicit ◽  
Explicit Measures

AbstractResearch in social robotics is focused on the development of robots that can provide physical and cognitive support in a socially interactive way. Whilst some studies have previously investigated the importance of user characteristics (age, gender, education, robot familiarity, mood) in the acceptance of social robots as well as the influence a robot’s displayed emotion (positive, negative, neutral) has on the interaction, these two aspects are rarely combined. Therefore, this study attempts to highlight the need to consider the influence that both human and robot attributes can have on social robot acceptance. Eighty-six participants completed implicit and explicit measures of mood before viewing one of three video clips containing a positive, negative or neutral social robot (Pepper) followed by questionnaires on robot acceptance and perception. Gender and education were not associated with acceptance; however, several constructs of the acceptance questionnaire significantly correlated with age and mood. For example, those younger and those experiencing sadness or loneliness were more dependent on the opinions of others (as measured by the social influence construct of the acceptance questionnaire). This highlights the importance of mood in the introduction of social robots into vulnerable populations. Robot familiarity also correlated with robot acceptance with those more familiar finding the robot less useful and less enjoyable, this is important as robots become more prominent in society. Displayed robot emotion significantly influenced acceptance and perception with the positive robot appearing more childlike than the negative and neutral robot, and the neutral robot the least helpful. These findings emphasise the importance of both user and robot characteristics in the successful integration of social robots.

Exploring backpackers’ perceptions of the hostel service quality

2015 ◽  
Vol 27 (8) ◽  
pp. 1839-1855 ◽  
Author(s):  
Ana Brochado ◽  
Paulo Rita ◽  
Carlos Gameiro
Keyword(s):  
Service Quality ◽  
Web Sites ◽  
Quantitative Research ◽  
Hotel Industry ◽  
Online Reviews ◽  
Content Type ◽  
The Social ◽  
Mixed Approach ◽  
Depth Interviews

Purpose – The aim of this paper is to contribute to the understanding of backpackers’s evaluation of service quality provided by hostels by developing a battery of items to assess perceptions of the overall hostel experience. Design/methodology/approach – Scale development took a mixed approach that combines qualitative and quantitative research. First, the authors performed a content analysis of reviews provided by guests in hostel booking web sites, in-depth interviews with hostel managers and focus groups with guests, to develop a battery of items to assess the hostel experience from the guests’ perspective. Then, a quantitative survey (n = 222) was conducted, to explore the dimensionality of service quality in this sector. Lisbon hostels are the target of this study, as they received several awards based on the online reviews of backpackers. Findings – The results revealed that service quality is a multidimensional concept and includes six dimensions, namely, social atmosphere, location and city connection, staff, cleanliness, security and facilities. Regression results revealed that the social atmosphere appears to be a core service dimension crucial to create a sense of hostel guest’s overall quality. Originality/value – The findings suggest that service quality scales should incorporate the specific characteristics of the hotel industry. The quality of the staff and the social atmosphere are of utmost importance to enhance the hostel backpacker experience.

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