Social robot-delivered customer-facing services: an assessment of the experience

The ability to install social intelligence protocols in robots in order for them to exhibit conversational skills has made them ideal tools for delivering services with a high cognitive and low emotional load. Little is known about how this capability influences the customer experience and the inten...

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Detalles Bibliográficos
Autores: Forgas Coll, Santiago, Huertas García, Rubén, Andriella, Antonio, Alenyà, Guillem
Tipo de recurso: artículo
Estado:Versión aceptada para publicación
Fecha de publicación:2023
País:España
Institución:Universidad de Barcelona
Repositorio:Dipòsit Digital de la UB
OAI Identifier:oai:diposit.ub.edu:2445/200346
Acceso en línea:https://hdl.handle.net/2445/200346
Access Level:acceso abierto
Palabra clave:Robots
Robòtica
Intel·ligència artificial
Satisfacció del consumidor
Tecnologia
Robotics
Artificial intelligence
Consumer satisfaction
Technology
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spelling Social robot-delivered customer-facing services: an assessment of the experienceForgas Coll, SantiagoHuertas García, RubénAndriella, AntonioAlenyà, GuillemRobotsRobòticaIntel·ligència artificialSatisfacció del consumidorTecnologiaRobotsRoboticsArtificial intelligenceConsumer satisfactionTechnologyThe ability to install social intelligence protocols in robots in order for them to exhibit conversational skills has made them ideal tools for delivering services with a high cognitive and low emotional load. Little is known about how this capability influences the customer experience and the intention to continue receiving these services. Experiences were assessed in a study simulating customer-facing service delivery, and the constructs of the technology readiness index and stated gender were analysed as possible moderators in a quasi-experiment. Hedonic quality was the most relevant factor explaining attitude, and attitude explained intention to use as well as social influence. As for the constructs of technological readiness and gender, optimism and innovativeness seem to be the most likely candidates for moderating the other variables. The most optimistic and the most innovative route would be for the main actors to continue adapting to social robot technology in the future.Taylor & Francis2023info:eu-repo/semantics/articleinfo:eu-repo/semantics/acceptedVersionapplication/pdfhttps://hdl.handle.net/2445/200346Articles publicats en revistes (Empresa)reponame:Dipòsit Digital de la UBinstname:Universidad de BarcelonaInglésVersió postprint del document publicat a: https://doi.org/10.1080/02642069.2022.2163995The Service Industries Journal, 2023, vol. 43, num. 3-4, p. 154-184https://doi.org/10.1080/02642069.2022.2163995(c) Taylor & Francis, 2023info:eu-repo/semantics/openAccessoai:diposit.ub.edu:2445/2003462026-05-27T06:46:51Z
dc.title.none.fl_str_mv Social robot-delivered customer-facing services: an assessment of the experience
title Social robot-delivered customer-facing services: an assessment of the experience
spellingShingle Social robot-delivered customer-facing services: an assessment of the experience
Forgas Coll, Santiago
Robots
Robòtica
Intel·ligència artificial
Satisfacció del consumidor
Tecnologia
Robots
Robotics
Artificial intelligence
Consumer satisfaction
Technology
title_short Social robot-delivered customer-facing services: an assessment of the experience
title_full Social robot-delivered customer-facing services: an assessment of the experience
title_fullStr Social robot-delivered customer-facing services: an assessment of the experience
title_full_unstemmed Social robot-delivered customer-facing services: an assessment of the experience
title_sort Social robot-delivered customer-facing services: an assessment of the experience
dc.creator.none.fl_str_mv Forgas Coll, Santiago
Huertas García, Rubén
Andriella, Antonio
Alenyà, Guillem
author Forgas Coll, Santiago
author_facet Forgas Coll, Santiago
Huertas García, Rubén
Andriella, Antonio
Alenyà, Guillem
author_role author
author2 Huertas García, Rubén
Andriella, Antonio
Alenyà, Guillem
author2_role author
author
author
dc.subject.none.fl_str_mv Robots
Robòtica
Intel·ligència artificial
Satisfacció del consumidor
Tecnologia
Robots
Robotics
Artificial intelligence
Consumer satisfaction
Technology
topic Robots
Robòtica
Intel·ligència artificial
Satisfacció del consumidor
Tecnologia
Robots
Robotics
Artificial intelligence
Consumer satisfaction
Technology
description The ability to install social intelligence protocols in robots in order for them to exhibit conversational skills has made them ideal tools for delivering services with a high cognitive and low emotional load. Little is known about how this capability influences the customer experience and the intention to continue receiving these services. Experiences were assessed in a study simulating customer-facing service delivery, and the constructs of the technology readiness index and stated gender were analysed as possible moderators in a quasi-experiment. Hedonic quality was the most relevant factor explaining attitude, and attitude explained intention to use as well as social influence. As for the constructs of technological readiness and gender, optimism and innovativeness seem to be the most likely candidates for moderating the other variables. The most optimistic and the most innovative route would be for the main actors to continue adapting to social robot technology in the future.
publishDate 2023
dc.date.none.fl_str_mv 2023
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/acceptedVersion
format article
status_str acceptedVersion
dc.identifier.none.fl_str_mv https://hdl.handle.net/2445/200346
url https://hdl.handle.net/2445/200346
dc.language.none.fl_str_mv Inglés
language_invalid_str_mv Inglés
dc.relation.none.fl_str_mv Versió postprint del document publicat a: https://doi.org/10.1080/02642069.2022.2163995
The Service Industries Journal, 2023, vol. 43, num. 3-4, p. 154-184
https://doi.org/10.1080/02642069.2022.2163995
dc.rights.none.fl_str_mv (c) Taylor & Francis, 2023
info:eu-repo/semantics/openAccess
rights_invalid_str_mv (c) Taylor & Francis, 2023
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Taylor & Francis
publisher.none.fl_str_mv Taylor & Francis
dc.source.none.fl_str_mv Articles publicats en revistes (Empresa)
reponame:Dipòsit Digital de la UB
instname:Universidad de Barcelona
instname_str Universidad de Barcelona
reponame_str Dipòsit Digital de la UB
collection Dipòsit Digital de la UB
repository.name.fl_str_mv
repository.mail.fl_str_mv
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score 15,300719

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