Trust Building for Autonomous Service Robots in Hotels

Hotels are increasingly adopting autonomous service robots and this trend has been accelerated by the event of the COVID-19 pandemic. Thus, customers will have more opportunities to interact with these innovations. Therefore, there is a need to identify the factors that affect the guests’ initial trust in these service robots and their willingness to adopt these applications in hotels even after this pandemic. The proposed mixed method will be applied to investigate the expected following results, 1) four exogenous variables of the UTAUT (performance expectancy, effort expectancy, social influence, and facility condition) have distinctive effects on initial trust; 2) the three forces of ITM (institutional, personal and environmental factors) affect the initial trust, which contributes to the intention to adopt autonomous service robots in hotels; and 3) familiarity with the autonomous service robots moderates the relationship between the four constructs in UTAUT and initial trust. This paper highlights the value of the initial trust and the moderator of familiarity, which are expected to have a significant impact on the intention to adopt autonomous service robots in hotels in the post-pandemic age. The theoretical and practical implications will be discussed

Using chatbots in e-retailing: how to mitigate perceived risk and enhance the flow experience

Purpose: Chatbots represent an undeniable player between online retailers and customers as they boost operational efficiency and bring cost savings to businesses while offering convenience for customers in terms of timing and immediacy. However, as chatbots represent a new-born online touchpoint in retailing, especially when it comes to online pre-purchase and purchase experience, this study examines whether and how effort expectation, facilitating condition, performance expectancy, social influence, trust, perceived risk and flow affect consumers' intention to use chatbots for online shopping. The purpose of this paper is to address this issue. Design/methodology/approach: A total of 226 respondents participated in an online survey. Participants were asked to try a new online service and interact with a chatbot designed using Chatfuel, a platform within the Facebook Messenger setting. Structural equation modelling was used to test the proposed research model regarding the intention to use chatbots. Findings: This study discusses the importance of offering useful and trustworthy conversational agents for online shopping and argues and explains the insignificant paths amongst other studied factors and intention to use chatbots concluding with the need to explore more drivers for such contemporary technologies. Moreover, the findings indicate that trust turns out to be an important predictor of behavioural intention towards chatbots, in addition to its role in mitigating perceived risk and enhancing flow experience. Originality/value: Given the lack of empirical evidence related to chatbots applied for business purposes, this paper fills a gap in this research field and provides a deeper understanding of what leverages consumers' intention to use chatbots for online shopping.Chatbots, E-Retailing, Flow, Social Influence, Trust, Perceived Riskinfo:eu-repo/semantics/acceptedVersio

Socially assistive robots adoption

Mestrado em Gestão de Sistemas de InformaçãoCom o rápido envelhecimento da população mundial verifica-se um aumento do número de pessoas a requerer cuidados da parte de outrem. Contudo, o fenómeno mencionado traz, também, uma redução do número de pessoas disponíveis para prestar tais cuidados. Como tal, as sociedades são cada vez mais forçadas a lidar com esta discrepância que deve ser colmatada de modo a permitir aos idosos envelhecer com a dignidade que estes merecem. Uma forma de o fazer pode ser encontrada no campo das tecnologias de apoio, nomeadamente na figura dos Socially Assistive Robots (SAR): robots que apoiam os humanos através da interação social. O objetivo do presente estudo é investigar a propensão da população idosa portuguesa para a adoção destes robots. Para esse fim, primeiro, foi levada a cabo uma revisão da literatura onde foi recolhida informação relativa às formas em que os SAR podem apoiar os idosos, fatores que afetam a adoção destes robots e as principais preocupações que se afiguram num processo de adoção. De seguida, um estudo quantitativo baseado na aplicação de questionários à população portuguesa com 65 ou mais anos foi conduzido. De modo a estudar os fatores que influenciam a adoção dos robots, uma adaptação da segunda versão do modelo Unified Theory of Acceptance and Use of Technology foi criada e operacionalizada. Os resultados do estudo, não sendo tão abrangentes como inicialmente desejado, servem para complementar a base de conhecimento a ser constituída em torno deste tópico, iluminando e informando o trabalho daqueles que desenvolvem SAR.With the world population ageing rapidly comes an increase in the number of people requiring care from others. However, this phenomenon also brings a decrease in the number of people capable of providing such care. Societies are then increasingly left with a gap which must be bridged for the elderly to be afforded to age with the dignity which they deserve. One way to close said gap can be found in the field of assistive technologies, namely in the form of Socially Assistive Robots (SAR): robots designed to aid humans through social interaction. The aim of the current study is to investigate the propension of elderly Portuguese people for SAR adoption. Thus, firstly a review of literature focused on the ways in which SAR can aid the elderly, robot acceptance factors and common adoption concerns was put together. Secondly, a quantitative study based on the application of questionnaires to the Portuguese population aged 65 and over was conducted. In order to study the robot acceptance factors, an adaptation of the second version of Unified Theory of Acceptance and Use of Technology was created and deployed. The study results, while not as encompassing as initially desired, serve to complement the knowledge base being currently built around this topic, illuminating and informing the work of individuals focused on designing Socially Assistive Robots.info:eu-repo/semantics/publishedVersio

Robots, Cyborgs, and Humans. A Model of Consumer Behavior in Services: A Study in the Healthcare Services Sector

La present tesi es basa en una investigació que proposa un ús futurista de l'robot i el cyborg com cirurgians oculars. El model desenvolupat investiga la intenció de l'consumidor per elegir cada cirurgià (és a dir: cirurgià robot, cirurgià cyborg o cirurgià humà). Les dades es van analitzar utilitzant la tècnica PLS-SEM. Els resultats de la investigació mostren que l'expectativa d'esforç, l'expectativa de rendiment, el risc percebut i la influència social van mostrar un impacte significatiu en la intenció d'utilitzar els serveis de l'robot cirurgià. Els resultats de el model per al cyborg cirurgià van confirmar l'impacte significatiu de l'expectativa d'esforç, l'excitació, l'expectativa de rendiment i la influència social en la intenció d'utilitzar els seus serveis. L'expectativa d'esforç i la influència social van confirmar un impacte significatiu en la intenció d'utilitzar els serveis de l'cirurgià humà. Els resultats mostren que en els tres models les variables influència social i expectativa d'esforç afecten significativament a la intenció d'utilitzar aquests serveis de cirurgia i que amb diferent intensitat entre els models per expectativa de esforç-. L'impacte de la influència social dóna una idea general sobre la naturalesa de el sector de la salut a Jordània, on una part de la societat presta més atenció a les recomanacions dels altres a l'elegir els seus cirurgians. A més, l'impacte de l'expectativa d'esforç contribueix a les expectatives per la simplicitat de l'servei dels pacients, en termes d'ús i interacció amb els cirurgians proposats. L'anàlisi multigrup va confirmar que les variables dels models estan afectant de la mateixa manera a l'comparar la intenció d'usar cyborgs i humans, i a l'comparar cyborgs i robots. No obstant això, sí que hi ha diferències significatives a l'comparar l'elecció entre robots i humans en l'impacte de l'expectativa d'esforç per utilitzar els serveis de cirurgia. D'altra banda, els participants van mostrar la seva preferència pel cirurgià humà sobre els cirurgians cyborg i robot, respectivament. Com a resultat, l'acceptació de les tecnologies de robot i cyborg per part de la societat podria donar una idea sobre la lluita esperada en el futur entre el desenvolupament de robots i la millora de les capacitats humanes.La presente tesis se basa en una investigación que propone un uso futurista del robot y el cyborg como cirujanos oculares. El modelo desarrollado investiga la intención del consumidor para elegir a cada cirujano (es decir: cirujano robot, cirujano cyborg o cirujano humano). Los datos se analizaron utilizando la técnica PLS-SEM. Los resultados de la investigación muestran que la expectativa de esfuerzo, la expectativa de rendimiento, el riesgo percibido y la influencia social mostraron un impacto significativo en la intención de utilizar los servicios del robot cirujano. Los resultados del modelo para el cyborg cirujano confirmaron el impacto significativo de la expectativa de esfuerzo, la excitación, la expectativa de rendimiento y la influencia social en la intención de usar sus servicios. La expectativa de esfuerzo y la influencia social confirmaron un impacto significativo en la intención de utilizar los servicios del cirujano humano. Los resultados muestran que en los tres modelos las variables influencia social y expectativa de esfuerzo afectan significativamente a la intención de usar esos servicios de cirugía –aunque con distinta intensidad entre los modelos para expectativa de esfuerzo-. El impacto de la influencia social da una idea general sobre la naturaleza del sector de la salud en Jordania, donde una parte de la sociedad presta más atención a las recomendaciones de los demás al elegir a sus cirujanos. Además, el impacto de la expectativa de esfuerzo contribuye a las expectativas por la simplicidad del servicio de los pacientes, en términos de uso e interacción con los cirujanos propuestos. El análisis multigrupo confirmó que las variables de los modelos están afectando de la misma manera al comparar la intención de usar cyborgs y humanos, y al comparar cyborgs y robots. Sin embargo, sí que existen diferencias significativas al comparar la elección entre robots y humanos en el impacto de la expectativa de esfuerzo para utilizar los servicios de cirugía. Por otro lado, los participantes mostraron su preferencia por el cirujano humano sobre los cirujanos cyborg y robot, respectivamente. Como resultado, la aceptación de las tecnologías de robot y cyborg por parte de la sociedad podría dar una idea sobre la lucha esperada en el futuro entre el desarrollo de robots y la mejora de las capacidades humanThe research proposes a futuristic use of robot and cyborg as surgeons in an eye surgery. Thereafter, the developed model has been applied to investigate the intention to use each surgeon (i.e. robot surgeon, cyborg surgeon, and human surgeon). The data was analyzed using the PLS-SEM technique. According to the research results, effort expectancy, performance expectancy, perceived risk, and social influence showed a significant impact on intention to use robot services. However, the results of the cyborg service model confirmed the significant impact of effort expectancy, arousal, performance expectancy, and social influence on the intention to use cyborg services. Furthermore, effort expectancy and social influence confirmed their significant impact on the intention to use human services. The results of the three models showed that the variables social influence and effort expectancy significantly affected the intention to use these surgical services, with a different intensity between the models for effort expectancy. The social influence impact gives a general idea about the nature of the healthcare sector in Jordan, where a part of society gives more attention to the recommendation from others while choosing their surgeons. Also, the effort expectancy impact contributes to patients' expectations of simplicity, in terms of use and interaction with the proposed surgeons. The multigroup analysis confirmed that the models' variables are affecting the intention to use cyborg and human service, and cyborg and robots in the same way. However, the differences were confirmed between robot and human cyborgs in terms of the impact of effort expectancy on the intention to use these services. On the other side, the participants showed their preference of the human surgeon over the cyborg and robot surgeons, respectively. As a result, the acceptance of the robot and cyborg technologies by a part of the society could give an idea about the expected struggle in the future among developing robots and enhancing human capabilities

Assessing Acceptance of Assistive Social Agent Technology by Older Adults: the Almere Model

This paper proposes a model of technology acceptance that is specifically developed to test the acceptance of assistive social agents by elderly users. The research in this paper develops and tests an adaptation and theoretical extension of the Unified Theory of Acceptance and Use of Technology (UTAUT) by explaining intent to use not only in terms of variables related to functional evaluation like perceived usefulness and perceived ease of use, but also variables that relate to social interaction. The new model was tested using controlled experiment and longitudinal data collected regarding three different social agents at elderly care facilities and at the homes of older adults. The model was strongly supported accounting for 59-79% of the variance in usage intentions and 49-59% of the variance in actual use. These findings contribute to our understanding of how elderly users accept assistive social agents

How do Consumers' Gender and Rational Thinking Affect the Acceptance of Entertainment Social Robots?

In recent years, the rapid ageing of the population, a longer life expectancy and elderly people's desire to live independently are social changes that put pressure on healthcare systems. This context is boosting the demand for companion and entertainment social robots on the market and, consequently, producers and distributors are interested in knowing how these social robots are accepted by consumers. Based on technology acceptance models, a parsimonious model is proposed to estimate the intention to use this new advanced social robot technology and, in addition, an analysis is performed to determine how consumers' gender and rational thinking condition the precedents of the intention to use. The results show that gender differences are more important than suggested by the literature. While women gave greater social influence and perceived enjoyment as the main motives for using a social robot, in contrast, men considered their perceived usefulness to be the principal reason and, as a differential argument, the ease of use. Regarding the reasoning system, the most significant differences occurred between heuristic individuals, who stated social influence as the main reason for using a robot, and the more rational consumers, who gave ease of use as a differential argument

Correlational and Configurational Analysis of Factors Influencing Potential Patients’ Attitudes toward Surgical Robots: A Study in the Jordan University Community

Depto. de MarketingFac. de Ciencias Económicas y EmpresarialesTRUEpu

Acceptance of smart devices in library from the library professionals’ point of view

Cutting-edge technologies such as artificial intelligence, big data, cloud computing and Internet of Things have injected new energy into the development of libraries. The smart device is the carrier of new technology, which makes abstract technology vivid to ordinary customers. The purchase of smart devices should help libraries to improve their service quality and work efficiency. Libraries have invested vast amounts of resources into the development and adoption of new technologies, but have not received prospective earnings. Many scholars in the library field have begun to pay attention to this issue, but the related research is still in a very early stage. According to the adaptive structuration theory, the factors that contribute to the success of information technology (IT) adoption fall into two broad categories: one is the degree to which the IT structure matches the current organiza-tional structure, and the other is how well organizations and individuals adapt learning behaviors to IT. This study is focused on the latter category. Some researchers have recognized the importance of customers in the adoption of library smart devices (LSD), whereas some ignore library professionals as another group using LSD. The upgrading of library services and optimization of management depend on collaborative work between library professionals and LSD. However, few studies have focused on the adoption of smart devices by library professionals. This study interviewed five library professionals and one library smart device supplier to determine the development status of LSD in China. Then, a model of factors influencing LSD adoption was proposed on the basis of unified theory of acceptance and use of technology, adaptive structuration theory, and interview results. The results of this empirical study are partially consistent with previous work. These results support eight of the ten hypotheses. The two main factors that influence the adoption behavior of LSD include use intention and facilitating condition. The critical factors influencing use intention are performance expectation, social influence, and IT literacy. Surprisingly, the hypothesis of effort expectation to use intention is not supported. Moreover, IT literacy has been proved to have a significantly positive impact on effort and performance expectations

Preparing for Industrial Collaborative Robots: A Literature Review of Technology Readiness and Acceptance Models

This item is only available electronically.Collaborative robots (cobots) are an emerging technology that are increasingly being introduced into organisations. However, research investigating employee attitudes towards, or assessment of factors predicting acceptance of cobots is limited. A literature review was conducted to identify reliable and parsimonious models of technology acceptance that would hold relevance when applied to cobots. Understanding and facilitating employee acceptance of such technology is important if the improved productivity, job satisfaction and cost savings associated with its implementation are to be achieved. The Technology Readiness Index (Parasuraman, 2000) and Technology Acceptance Model (Davis, 1989) were considered most appropriate as a starting point to empirically explore cobot acceptance.Thesis (M.Psych(Organisational & Human Factors)) -- University of Adelaide, School of Psychology, 201