Social Influence in Customer-Robot Interactions

This paper focuses on social influence in customer-robot interactions. Drawing on social impact theory and the computers-are-social-actors (CASA) paradigm, we argue that customers\u27 reluctance to provide information to a service robot decreases when other customers exhibit high information disclosure. The effect of demonstrated information disclosure on customers\u27 reluctance to provide information is enhanced by the application of social norms. The results also show that social influence is stronger in customer-robot interactions than in customer-employee interactions. This article demonstrates the potential of social influence to reduce reluctance towards service robots, which has both theoretical and managerial implications. We extend existing research on the imitation of robot behavior with the imitation of user behavior, and discuss the ethical implications of customers mindlessly following other customers in customer-robot interactions

Factors Influencing Service Robot Adoption: A Comparative Analysis of Hotel-Specific Service Robot Acceptance Models

The market for service robots is expected to expand significantly owing to the increasing relevance of service automation under the outbreak of the COVID-19 pandemic. Despite the growing managerial interest in robotic applications in the hotel industry, current robotic research has been mostly conceptual with limited robot data on hand. In light of this issue, this paper will conduct a comparative analysis of hotel-specific service robot acceptance models between the Service Robot Acceptance Model (sRAM) and the Service Robot Integration Willingness (SRIW) framework. By identifying key elements of each service robot acceptance model, this paper puts an emphasis on investigating the impact of anthropomorphism on the guest acceptance of service robots. The findings of this paper contribute to the existing service robot research and provide valuable insights for hoteliers who are seeking to stay competitive to keep up with technological transitions

人間集団内の暗黙のルールに従う集団規範アウェアなロボット

関西大

Explicit representation of social norms for social robots

As robots are expected to become more and more available in everyday environments, interaction with humans is assuming a central role. Robots working in populated envi- ronments are thus expected to demonstrate socially acceptable behaviors and to follow social norms. However, most of the recent works in this field do not address the problem of explicit representation of the social norms and their integration in the reasoning and the execution components of a cognitive robot. In this paper, we address the design of robotic systems that support some social behavior by implementing social norms. We present a framework for planning and execution of social plans, in which social norms are described in a domain and language independent form. A full implementation of the proposed framework is described and tested in a realistic scenario with non-expert and non-recruited user