The Biological, Psychological, and Social Properties Children and Adults Attribute to Virtual Agents

For children, high quality friendships are associated with adaptive social, emotional and academic functioning. There is also evidence that children experience real and imaginary friendships in similar ways, and that imagined relationships could have an impact on development. However, less is known about the relationships made possible by virtual agents in digital media. This dissertation research was designed to provide preliminary data about children’s concepts of virtual agents, and the social opportunities they attribute to such entities. In Studies 1 and 2 (combined N = 48), preschool aged children differentiated the social affordances of a stuffed dog and a virtual dog. Participants played a game in which they guessed whether a child in a video was referring to a stuffed dog or a virtual dog in a series of statements. Items designed to assess high quality friendships, such as comfort, protection and love, were attributed more to the stuffed dog than the virtual dog. Studies 3 and 4 examined adult and child concepts of a virtual child, and how concepts of this entity might differ from a real child, a child on a video chat program (e.g., Skype™) and an inanimate doll. Adults and children attributed a range of properties to each child agent, including biological, psychological and social properties, as well as opportunities for relationships. In Study 3 (N = 144), adults did not differentiate between the virtual child and the doll on the social property; however, they favored the doll on opportunities for unilateral relationships. In Study 4 (N = 30), five to eight-year-old children indicated an overall preference for the doll on the social property, as well as on opportunities for reciprocal relationships. Children also favored the doll on opportunities for love, companionship, and intimate disclosure. Altogether, these findings suggest that virtual agents afford more limited social opportunities than inanimate artifacts, and they are less likely to be loved by children and adults alike. These results raise important questions about the design goals for virtual agents, and the functions they are intended to serve in our everyday lives. This dissertation includes both previously published and co-authored material

Perceiving Sociable Technology: Exploring the Role of Anthropomorphism and Agency Perception on Human-Computer Interaction (HCI)

With the arrival of personal assistants and other AI-enabled autonomous technologies, social interactions with smart devices have become a part of our daily lives. Therefore, it becomes increasingly important to understand how these social interactions emerge, and why users appear to be influenced by them. For this reason, I explore questions on what the antecedents and consequences of this phenomenon, known as anthropomorphism, are as described in the extant literature from fields ranging from information systems to social neuroscience. I critically analyze those empirical studies directly measuring anthropomorphism and those referring to it without a corresponding measurement. Through a grounded theory approach, I identify common themes and use them to develop models for the antecedents and consequences of anthropomorphism. The results suggest anthropomorphism possesses both conscious and non-conscious components with varying implications. While conscious attributions are shown to vary based on individual differences, non-conscious attributions emerge whenever a technology exhibits apparent reasoning such as through non-verbal behavior like peer-to-peer mirroring or verbal paralinguistic and backchanneling cues. Anthropomorphism has been shown to affect users’ self-perceptions, perceptions of the technology, how users interact with the technology, and the users’ performance. Examples include changes in a users’ trust on the technology, conformity effects, bonding, and displays of empathy. I argue these effects emerge from changes in users’ perceived agency, and their self- and social- identity similarly to interactions between humans. Afterwards, I critically examine current theories on anthropomorphism and present propositions about its nature based on the results of the empirical literature. Subsequently, I introduce a two-factor model of anthropomorphism that proposes how an individual anthropomorphizes a technology is dependent on how the technology was initially perceived (top-down and rational or bottom-up and automatic), and whether it exhibits a capacity for agency or experience. I propose that where a technology lays along this spectrum determines how individuals relates to it, creating shared agency effects, or changing the users’ social identity. For this reason, anthropomorphism is a powerful tool that can be leveraged to support future interactions with smart technologies

The circle of life : a cross-cultural comparison of children's attribution of life-cycle traits

This research was supported in part by grant 12682 from the John Templeton Foundation.Do children attribute mortality and other life-cycle traits to all minded beings? The present study examined whether culture influences young children's ability to conceptualize and differentiate human beings from supernatural beings (such as God) in terms of life-cycle traits. Three-to-5-year-old Israeli and British children were questioned whether their mother, a friend, and God would be subject to various life-cycle processes: Birth, death, ageing, existence/longevity, and parentage. Children did not anthropomorphize but differentiated among human and supernatural beings, attributing life-cycle traits to humans, but not to God. Although 3-year-olds differentiated significantly among agents, 5-year-olds attributed correct life-cycle traits more consistently than younger children. The results also indicated some cross-cultural variation in these attributions. Implications for biological conceptual development are discussed.PostprintPeer reviewe

Children's perception and interpretation of robots and robot behaviour

The world of robotics, like that of all technology is changing rapidly (Melson, et al., 2009). As part of an inter-disciplinary project investigating the emergence of artificial culture in robot societies, this study set out to examine children’s perception of robots and interpretation of robot behaviour. This thesis is situated in an interdisciplinary field of human–robot interactions, drawing on research from the disciplines of sociology and psychology as well as the fields of engineering and ethics. The study was divided into four phases: phase one involved children from two primary schools drawing a picture and writing a story about their robot. In phase two, children observed e-puck robots interacting. Children were asked questions regarding the function and purpose of the robots’ actions. Phase three entailed data collection at a public event: Manchester Science Festival. Three activities at the festival: ‘XRay Art Under Your Skin’, ‘Swarm Robots’ and ‘Build-a-Bugbot’ formed the focus of this phase. In the first activity, children were asked to draw the components of a robot and were then asked questions about their drawings. During the second exercise, children’s comments were noted as they watched e-puck robot demonstrations. In the third exercise, children were shown images and asked whether these images were a robot or a ‘no-bot’. They were then prompted to provide explanations for their answers. Phase 4 of the research involved children identifying patterns of behaviour amongst e-pucks. This phase of the project was undertaken as a pilot for the ‘open science’ approach to research to be used by the wider project within which this PhD was nested. Consistent with existing literature, children endowed robots with animate and inanimate characteristics holding multiple understandings of robots simultaneously. The notion of control appeared to be important in children’s conception of animacy. The results indicated children’s perceptions of the location of the locus of control plays an important role in whether they view robots as autonomous agents or controllable entities. The ways in which children perceive robots and robot behaviour, in particular the ways in which children give meaning to robots and robot behaviour will potentially come to characterise a particular generation. Therefore, research should not only concentrate on the impact of these technologies on children but should focus on capturing children’s perceptions and viewpoints to better understand the impact of the changing technological world on the lives of children

Humanization of robots: is it really such a good idea?

The aim of this review was to examine the pros and cons of humanizing social robots following a psychological perspective. As such, we had six goals. First, we defined what social robots are. Second, we clarified the meaning of humanizing social robots. Third, we presented the theoretical backgrounds for promoting humanization. Fourth, we conducted a review of empirical results of the positive effects and the negative effects of humanization on human–robot interaction (HRI). Fifth, we presented some of the political and ethical problems raised by the humanization of social robots. Lastly, we discussed the overall effects of the humanization of robots in HRI and suggested new avenues of research and development.info:eu-repo/semantics/publishedVersio

Artificial intelligence and robots in services : theory and management of (future) humanrobot service interactions

During the past decade, service robots have increasingly been deployed in a wide variety of services, where they co-produce service outcomes with and for the benefit of internal or external customers within humanrobot service interactions (HRSI). Although the introduction of different service robot types into the marketplace promises efficiency gains, it changes premises of service encounter theory and practice fundamentally. Moreover, introducing service robots without considering external or internal customers needs can lead to negative service outcomes. This thesis aims to generate knowledge on how the introduction of different service robot types (i.e., embodied and digital service robots) in internal and external service encounters changes fundamental premises of service encounter theory and impacts HRSI outcomes. In doing so, it leverages different scientific methods and focuses on external service encounters with digital and embodied service robots, as well as internal service encounters with digital service robots. Chapter 2 aims to advance service encounter theory in the context of HRSI in external service encounters by conceptually developing a service encounter theory evaluation scheme to assess a theorys fit to explain HRSI-related phenomena. The scheme includes individual and contextual factors that bound theoretical premises and, hence, supports scholars in assessing standing service encounter theories. The chapter also puts forth an exemplary assessment of role theory and provides detailed avenues for future research. Chapter 3 aims to synthesize the great wealth of knowledge on HRSI related to external service encounters with embodied service robots. By conducting a comprehensive systematic literature review, the chapter identifies 199 empirical research articles across scientific fields that can inform service research on how to successfully introduce service robots into the organizational frontline. To organize the plethora of research findings, this chapter develops a new structuring framework (D3: design, delegate, deploy). It utilizes this framework to provide a comprehensive overview of the empirical HRSI literature, delineates practical implications, and identifies gaps in literature to identify promising future research avenues. Chapter 4 also addresses HRSI in external service encounters but focuses specifically on the transformative potential of embodied service robots to enhance vulnerable consumers (i.e., children and older adults) well-being in social isolation. To identify how different robots can enhance well-being, this chapter follows a conceptual approach and integrates findings from service research, social robotics, social psychology, and medicine. The chapter develops a typology of robotic transformative service (i.e., entertainer, social enabler, mentor, and friend) as a function of consumers state of social isolation, well-being focus, and robot capabilities and a future research agenda for robotic transformative service research (RTSR). This work guides service consumers and providers, as well as robot developers, in identifying and developing the most appropriate robot type for advancing the well-being of vulnerable consumers in social isolation. Finally, Chapter 5 focuses on HRSI research in the context of interactions with digital service robots in internal service encounters. Based on a comprehensive literature review paired with a qualitative study, it conceptionally develops a new concept of a collaborative, digital service robot: a collaborative intelligence system (i.e., CI system) that co-produces service with employees. Drawing from service encounter needs theory, the chapter also empirically tests the effect of CI systems on employee need fulfillment (i.e., need for control, cognition, self-efficacy, and justice) and, in turn, on responsibility taking in two scenario-based experiments. The results uncover divergent mechanisms of how the fulfillment of service encounter needs drives the effect of CI systems on outcome responsibility for different employee groups. Service scholars and managers benefit from a blueprint for designing collaborative digital service robots and an understanding of their effects on employee outcomes in service co-production. In summary, this thesis contributes to literature by providing new insights into different types of HRSI by consolidating HRSI knowledge, developing and advancing HRSI concepts and theory, and empirically investigating HRSI-related phenomena. The new insights put forth in this thesis are discussed and implications for service theory and practice are delineated.Serviceroboter werden zunehmend für Dienstleistungen eingesetzt, wobei sie mit und zum Nutzen von internen oder externen Kunden im Rahmen von Mensch-Roboter-Service-Interaktionen (MRSI) Serviceergebnisse co-produzieren. Die Einführung verschiedener Arten von Servicerobotern (d. h. verkörperte und digitale) verspricht Effizienzgewinne, verändert jedoch grundlegende Prämissen der Theorie und Praxis von Dienstleistungsinteraktionen. Darüber hinaus kann die Einführung von Servicerobotern ohne die Berücksichtigung von Kundenbedürfnissen zu negativen Serviceergebnissen führen. Ziel dieser Dissertation ist es, Wissen darüber zu generieren, wie die Einführung verschiedener Robotertypen in internen und externen Dienstleistungsinteraktionen grundlegende theoretische Prämissen von Dienstleistungsinteraktionen verändert und sich auf die Ergebnisse von MRSI auswirkt. Um dieses Ziel zu erreichen werden unter Einsatz verschiedener wissenschaftlicher Methoden drei verschiedene Arten von MRSI untersucht. Kapitel 2 zielt darauf ab, die Theorie der Dienstleistungsinteraktion im Kontext von MRSI in externen Dienstleistungsinteraktionen weiterzuentwickeln und konzeptioniert ein Bewertungsschema für bestehende Theorien der Dienstleistungsbegegnung. Das Schema umfasst individuelle und kontextuelle Faktoren, die die ursprünglichen theoretischen Prämissen von Mensch-zu-Mensch Dienstleistungsinteraktionen beeinflussen und unterstützt somit Wissenschaftler bei der Bewertung von Theorien zur Verwendung im MRSI Kontext. Das Kapitel enthält eine beispielhafte Bewertung der Rollentheorie und zeigt detaillierte Wege für zukünftige Forschung auf. Kapitel 3 zielt darauf ab, die große Fülle an Wissen über MRSI im Kontext externer Dienstleistungsinteraktionen mit verkörperten Servicerobotern zu synthetisieren. Durch eine systematische, interdisziplinäre Literaturanalyse identifiziert das Kapitel 199 empirische Forschungsartikel, die Erkenntnisse liefern, wie Serviceroboter erfolgreich in den Dienstleistungsprozess eingebunden werden können. Um die Fülle an Forschungsergebnissen zu ordnen, entwickelt dieses Kapitel ein neues, strukturierendes Modell (D3 framework: design, delegate, deploy). Dieses wird im Rahmen des Kapitels genutzt, um einen umfassenden Überblick über die empirische MRSI-Forschung zu geben, praktische Implikationen abzuleiten und Forschungslücken aufzuzeigen. Kapitel 4 befasst sich ebenfalls mit MRSI in externen Dienstleistungsinteraktionen, konzentriert sich aber auf das transformative Potenzial von verkörperten Servicerobotern zur Steigerung des Wohlbefindens von sozial isolierten, vulnerablen Verbrauchern (d. h. Kinder und ältere Erwachsene). Um herauszufinden, wie verschiedene Roboter das Wohlbefinden steigern können, integriert das Kapitel Erkenntnisse aus der Dienstleistungsforschung, der sozialen Robotik, der Sozialpsychologie und der Medizin. Dabei wird eine Typologie von vier transformativen Robotern in Abhängigkeit vom Zustand der sozialen Isolation des Verbrauchers, der Art des Wohlbefindens und den Fähigkeiten des Roboters entwickelt. Weiterhin wird eine detaillierte Forschungsagenda im Kontext transformativer Dienstleistungserstellung durch Roboter erarbeitet. Diese Arbeit hilft Dienstleistungsnehmern und -anbietern sowie Roboterentwicklern bei der Identifizierung und Entwicklung des am besten geeigneten Robotertyps zur Förderung des Wohlbefindens von sozial isolierten, vulnerablen Verbrauchern. Abschließend fokussiert Kapitel 5 die MRSI-Forschung im Kontext interner Dienstleistungsinteraktionen mit digitalen Servicerobotern. Auf Basis einer Literaturanalyse gepaart mit einer qualitativen Studie wird ein neues Konzept eines kollaborativen, digitalen Serviceroboters entwickelt: ein Collaborative Intelligence System (CI System), das in Zusammenarbeit mit Mitarbeitern Dienstleistungsergebnisse co-produziert. Anhand szenariobasierter Experimente wird empirisch untersucht, ob CI Systeme psychosoziale Bedürfnisse von Mitarbeitern befriedigen können und damit die mitarbeiterseitige Übernahme von Verantwortung für gemeinsam produzierte Ergebnisse gefördert wird. Die Ergebnisse decken für verschiedene Mitarbeitergruppen unterschiedliche Mechanismen auf, wie die Erfüllung von Bedürfnissen in der Dienstleistungsinteraktionen die Wirkung von CI Systemen auf die mitarbeiterseitige Übernahme von Verantwortung beeinflusst. Dienstleistungsforscher und -manager profitieren von einer Blaupause für die Gestaltung kollaborativer Dienstleistungsroboter und einem Verständnis für deren Auswirkungen auf Mitarbeitende. Insgesamt leistet diese Dissertation einen Beitrag zur Dienstleistungsforschung, indem sie neue Erkenntnisse über verschiedene Arten von MRSI liefert, das bestehende MRSI-Wissen konsolidiert, neue MRSI-Konzepte und -Theorien entwickelt bzw. weiterentwickelt und MRSI-bezogene Phänomene empirisch untersucht. Die neuen Erkenntnisse werden diskutiert und Implikationen für die Dienstleistungstheorie und -praxis abgeleitet

Human—Robot companionship: A mixed-methods investigation

In recent years, the arts have brought robots to life in spectacular fashion. In popular fiction we have been presented with machines that can run, leap, fight, and (perhaps most impressively of all) robots which can ascend stairs with absolutely no trouble at all. Amidst these chaotic and often dystopian scenes, we are exposed to moments of humour and lightness – robots can be seen engaging in conversation, cracking jokes, and comforting someone in their time of need. In these relatively mundane moments (as we smile, laugh, and cry) the impression emerges that the robot is something special to the person depicted. Rather than simply being a household appliance, it appears to be something more: a sort of… friend. Returning from the pages and screens of fiction to the real world, we find human society ever more fractured, and the loneliness epidemic at large. Unsurprisingly, given the engaging depictions in popular fiction, the idea of robots for companionship and social support is gaining traction and garnering increasing research attention. In care homes, robot animals can be found cooing and purring in the laps of individuals with dementia, while in schools, friendly humanoid robots may be seen teaching social skills to children with additional needs. What remains unknown, though, is the extent to which people will grow fond of such ‘social robots’ over time, and if so, whether their relationships with these machines might ever resemble (or indeed, replace) those with other humans. Is a ‘robot friend’ the stuff of science-fiction, or could it someday soon become sciencereality? In this thesis, this question is explored from a range of perspectives using a variety of methods spanning lab-based experiments, online surveys, and focus groups. This thesis begins with an introduction to social robots, and an exploration of the background regarding the nature and importance of human social relationships. After introducing relevant theories, I highlight gaps in our understanding of human—robot companionship that I seek to explore through this thesis (Chapter 1). In the subsequent chapters, I present four empirical pieces of work, each offering a unique perspective on the subject. Specifically, in Chapter 2, I report results from a lab-based experiment in which a robot’s lights (located within its shoulders) were programmed to illuminate in a synchronous or asynchronous manner relative to a participant’s heart rate. I aimed to determine whether such a synchrony manipulation might increase prosocial behaviours and improve attitudes towards a social robot - based on prior work showing that experimentally-induced movement synchrony can improve rapport between people, and increase their liking of social robots (Hove & Risen, 2009; Lehmann et al., 2015, Mogan, Fischer & Bulbulia, 2017). Despite demonstrating no positive effect of the light manipulation, this study raises important questions regarding the complexities of defining and measuring attachment to a robot. In Chapter 3, I delve deeper into the qualitative data collected in Chapter 2 to build a more complete appreciation of the value of open questions – particularly in terms of method validation and understanding participants’ internal experiences. After this chapter, I shift perspective from a focus on humanoid robots (and manipulations based on human social behaviours), to human relationships with non-human companion animals. This shift was motivated by my desire to explore how non-human agents form deep and enduring social bonds with humans – as opposed to basing the thesis on human interpersonal relationships alone. Due to the success of dogs as companions, I conducted a study in which dog owners were asked to identify behaviours that they perceived as important to the bond with their dog (Chapter 4). Seven key themes emerged from this research, indicating the importance of attunement, communication, consistency and predictability, physical affection, positivity and enthusiasm, proximity, and shared activities. In the following chapter, I implement a selection of ‘desirable’ dog behaviours within an animal-inspired robot (Chapter 5). By showing the behaviours to members of the general public, and conducting focus groups, I gained deeper insights into the polarising nature of robot animals – not only in terms of how their behaviours are perceived, but also in terms of the roles people think robots should (and should not) hold. In addition to these themes, this final empirical chapter discusses insights regarding the high expectations people place upon robots, as well as public concerns around overdependence on robots, and privacy. By releasing these chapters to the HRI community (through publications or preprints) we sparked conversations within the HRI community – not only about the ethics of robot abuse studies, but also the potential value of qualitative approaches within the field. Our team was commended for publishing qualitative research, in a field heavily dominated by quantitative methods, and we have since been working to continue the conversations around the value of qualitative approaches. Specifically, we hosted the “Enriching HRI Research with Qualitative Methods” workshop at the International Journal on Social Robotics (2020) and launched a “Qualitative Research in HRI/HCI Discussion Group” online - allowing HRI researchers to discuss their work, and share relevant resources (e.g., events and publications). This thesis concludes by detailing work to be done moving forwards, to enhance our understanding of human—robot social relationships, and a broader discussion of our possible future with social robots (Chapter 6). Pulling from various disciplines (including psychology, cognitive science, human—robot interaction (HRI) Studies, robot ethics, and philosophy), this section concludes with consideration of potential consequences of companion technologies – not only for the individual, but perhaps for society as a whole, as we continue to grapple with questions concerning how much of science fiction we wish to welcome into our daily lives

Religion and brand activism: Faith-based segments in the UK and their engagement in boycotting behaviour.

At present, brand activism has become an emerging marketing strategy for companies who aim to distinguish themselves in a fragmented marketplace by publicly addressing social and political issues. In a bid to foster loyalty and nurture lifelong customers, brands are aligning their values with meaning causes to spark change and inspire action. However, several brands have faced criticism or faced boycotts because of their decisions to support contentious causes. The contrasting positions adopted by brands such as Huda Beauty and McDonald's Israel amid the ongoing Israeli-Palestinian conflict serve as a notable example. Existing works have focused on consumer motives for, responses to, and the effectiveness of brand boycotting. Also examined is the role of consumer affinity and animosity play in the context of boycotting campaigns. In addition to this, social media has simplified the process for activists to connect with a broader audience and garner more substantial support for their causes. With this said, the impact of religious animosity on people's attitudes toward macro boycotts is said to be culturally dependent. Yet, little research was located on the boycotting behaviour of faith-based segment in secular societies like the UK. Thus, the purpose of the paper is to examine the impact religion (and religious commitment) has on faith-based segments when boycotting brands. The objectives of the paper are threefold. First, to uncover individual motives and expectations (i.e., from personal views to social expectations). Second, identify their engagement and participation (i.e., communication, product, purchase and response) in boycotts online and offline. Third, to understand how faith-based segment perceive or measure the success of their boycotts (i.e., business impact vs. society impact). The study will encompass followers of Christianity, Islam, Hinduism, Judaism, and Sikhism, and includes respondents with no religious affiliation. variations will be assessed among religion and religiosity group, with the latter being measured through two dimensions (i.e., intrinsic and extrinsic). The implication of this research enables companies to understand the mechanism of consumer boycotting behaviour in instances of brand activism

Employees on social media: A multi-spokespeople model of CSR communication

Increasing societal and stakeholder expectations, along with easy access to information through social media, means corporations are asked for more information. The traditional approach to CSR communication, with corporations controlling what and how much to share with stakeholders has been restructured by social media, with stakeholders taking control. As legitimacy on social media is created through the positive and negative judgements of stakeholders, corporations must plan how to meet stakeholder demands for information effectively and legitimately, and this includes choosing appropriate spokespeople. Corporations in India have now turned towards their employees as CSR spokespeople. By encouraging employee activity on social media, these corporations are attempting to meet stakeholder demands and generate legitimacy through spokespeople whom stakeholders perceive as equals. This article examines that strategy and discusses its viability of using employees as spokespeople for CSR communication and engagement with stakeholder