iRobot : conceptualising SERVBOT for humanoid social robots

Services are intangible in nature and, as a result, it is often difficult to measure the quality of the service. The service is usually delivered by a human to a human customer and the service literature shows SERVQUAL can be used to measure the quality of the service. However, the use of social robots during the pandemic is speeding up the process of employing social roots in frontline service settings. 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 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 robots’ service quality. This master’s project will conceptualise 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 and social engagement and intention to use the social robot in a concierge service setting. To conduct the research, a 2 x 1 (CONTROL vs SERVBOT) x (Concierge) between-subject experiment was undertaken and a total of 232 responses were collected for both stages. The results indicate that entertainment has a positive influence on emotional engagement when service is delivered by a human concierge. Further, assurance had a positive influence on social engagement when a human concierge provided the service. When a social robot concierge delivered the service, empathy and entertainment both influenced emotional engagement, and assurance and entertainment impacted social engagement favourably. For both CONTROL (human concierge) and SERVBOT (social robot concierge), emotional and social engagement had a significant influence on intentions to use. This study is the first to propose the SERVBOT model to measure social robots’ 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 the literature by exploring the key factors that influence the use of social robots (i.e., emotional and social engagement)

The effectiveness of robot-enacted messages to reduce the consumption of high-sugar energy drinks

This exploratory study examines the effectiveness of social robots' ability to deliver advertising messages using different "appeals" in a business environment. Specifically, it explores the use of three types of message appeals in a human-robot interaction scenario: guilt, humour and non-emotional. The study extends past research in advertising by exploring whether messages communicated by social robots can impact consumers' behaviour. Using an experimental research design, the emotional-themed messages focus on the health-related properties of two fictitious energy drink brands. The findings show mixed results for humour and guilt messages. When the robot delivered a promotion message using humour, participants perceived it as being less manipulative. Participants who were exposed to humourous messages also demonstrated a significantly greater intent for future purchase decisions. However, guilt messages were more likely to persuade consumers to change their brand selection. This study contributes to the literature as it provides empirical evidence on the social robots' ability to deliver different advertising messages. It has practical implications for businesses as a growing number seek to employ humanoids to promote their services

A preliminary evaluation of mobile phone apps to curb alcohol consumption

Mobile apps have become increasingly prevalent in modern society, and persuasive technology has a broader market than ever. Mobile-based alcohol cessation apps can promote positive behaviour change in users and improve the overall health of our society. This research aimed to understand the various features users respond to and make design recommendations for alcohol cessation apps. This paper reports on three sources of feedback (user ratings, user reviews, MARS App Quality score) provided on 20 alcohol cessation apps in the Google Play Store. Our findings suggest that self-control type apps received much greater positive user reviews than motivational apps. In addition, this trend was not observed through numeric user ratings. We also speculate on design recommendations for apps that are meant to inhibit alcohol intake

Perceived service quality in HRI : applying the SERVBOT Framework

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)

Pepper in the library : students' first impressions

Humanoid robots through their embodied features and range of interactivity are proving to be effective as service or information disseminating agents. However in the Australian context, the deployment and evaluation of robots in public spaces is limited. In this study, we report on an observation based exploratory study of university students interaction with the Pepper humanoid robot over 8 days in the library of an Australian university. The students' first impressions of Pepper using the top-of-mind association showed that they were in general wary and scared of service robots. Many considered Pepper as creepy. Their positive remarks were related to the novelty of Pepper's features and technology. In conclusion, we speculate on the results obtained and what they mean for the integration of humanoid robots in mainstream Australian society