Gendered Human-Robot Interactions in Services

The outbreak of Covid-19 precipitated the use of service robots in customer-facing services as a replacement for employees to avoid human-to-human contact. However, this development has not resolved the debate as to whether robots should be characterized with gender attributes or simply be genderles...

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Detalles Bibliográficos
Autores: Forgas Coll, Santiago, Huertas García, Rubén, Andriella, Antonio, Alenyà, Guillem
Tipo de recurso: artículo
Estado:Versión publicada
Fecha de publicación:2023
País:España
Institución:Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)
Repositorio:Recercat. Dipósit de la Recerca de Catalunya
OAI Identifier:oai:recercat.cat:2445/213060
Acceso en línea:https://hdl.handle.net/2445/213060
Access Level:acceso abierto
Palabra clave:Robots
Gènere
Tecnologia
Relacions amb els clients
Gender
Technology
Customer relations
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spelling Gendered Human-Robot Interactions in ServicesForgas Coll, SantiagoHuertas García, RubénAndriella, AntonioAlenyà, GuillemRobotsGènereTecnologiaRelacions amb els clientsRobotsGenderTechnologyCustomer relationsThe outbreak of Covid-19 precipitated the use of service robots in customer-facing services as a replacement for employees to avoid human-to-human contact. However, this development has not resolved the debate as to whether robots should be characterized with gender attributes or simply be genderless. This study explores whether endowing a robot with gender attributes makes it more acceptable as a service provider among stated men and women. To this end, an experiment was conducted at a public fair in which a gendered robot simulated the provision of a service to customers, which consisted of offering them advice, hints, and messages of encouragement to help complete a eudaemonic puzzle. A parsimonious version of the Almere model was used to estimate acceptance of the technology. The findings reveal that for both stated men and women, the main drivers for accepting the female-coded robot are perceived usefulness and social influence, although women attach greater importance to social influence. For the male-coded robot, perceived usefulness and social influence are the main arguments for women, while for men they are enjoyment, perceived usefulness and, negatively, ease of use. In addition, different indirect effects between stated sexes are also identified. In summary, men and women consider different factors when accepting robots of each gender.Springer Nature2024202420232024info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersion17 p.application/pdfhttps://hdl.handle.net/2445/213060Articles publicats en revistes (Empresa)reponame:Recercat. Dipósit de la Recerca de Catalunyainstname:Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)InglésReproducció del document publicat a: https://doi.org/10.1007/s12369-023-01035-8International Journal of Social Robotics, 2023, vol. 15, num.11, p. 1791-1807https://doi.org/10.1007/s12369-023-01035-8cc by (c) Forgas Coll et al., 2023http://creativecommons.org/licenses/by/3.0/es/info:eu-repo/semantics/openAccessoai:recercat.cat:2445/2130602026-05-29T05:05:01Z
dc.title.none.fl_str_mv Gendered Human-Robot Interactions in Services
title Gendered Human-Robot Interactions in Services
spellingShingle Gendered Human-Robot Interactions in Services
Forgas Coll, Santiago
Robots
Gènere
Tecnologia
Relacions amb els clients
Robots
Gender
Technology
Customer relations
title_short Gendered Human-Robot Interactions in Services
title_full Gendered Human-Robot Interactions in Services
title_fullStr Gendered Human-Robot Interactions in Services
title_full_unstemmed Gendered Human-Robot Interactions in Services
title_sort Gendered Human-Robot Interactions in Services
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
Gènere
Tecnologia
Relacions amb els clients
Robots
Gender
Technology
Customer relations
topic Robots
Gènere
Tecnologia
Relacions amb els clients
Robots
Gender
Technology
Customer relations
description The outbreak of Covid-19 precipitated the use of service robots in customer-facing services as a replacement for employees to avoid human-to-human contact. However, this development has not resolved the debate as to whether robots should be characterized with gender attributes or simply be genderless. This study explores whether endowing a robot with gender attributes makes it more acceptable as a service provider among stated men and women. To this end, an experiment was conducted at a public fair in which a gendered robot simulated the provision of a service to customers, which consisted of offering them advice, hints, and messages of encouragement to help complete a eudaemonic puzzle. A parsimonious version of the Almere model was used to estimate acceptance of the technology. The findings reveal that for both stated men and women, the main drivers for accepting the female-coded robot are perceived usefulness and social influence, although women attach greater importance to social influence. For the male-coded robot, perceived usefulness and social influence are the main arguments for women, while for men they are enjoyment, perceived usefulness and, negatively, ease of use. In addition, different indirect effects between stated sexes are also identified. In summary, men and women consider different factors when accepting robots of each gender.
publishDate 2023
dc.date.none.fl_str_mv 2023
2024
2024
2024
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.none.fl_str_mv https://hdl.handle.net/2445/213060
url https://hdl.handle.net/2445/213060
dc.language.none.fl_str_mv Inglés
language_invalid_str_mv Inglés
dc.relation.none.fl_str_mv Reproducció del document publicat a: https://doi.org/10.1007/s12369-023-01035-8
International Journal of Social Robotics, 2023, vol. 15, num.11, p. 1791-1807
https://doi.org/10.1007/s12369-023-01035-8
dc.rights.none.fl_str_mv cc by (c) Forgas Coll et al., 2023
http://creativecommons.org/licenses/by/3.0/es/
info:eu-repo/semantics/openAccess
rights_invalid_str_mv cc by (c) Forgas Coll et al., 2023
http://creativecommons.org/licenses/by/3.0/es/
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv 17 p.
application/pdf
dc.publisher.none.fl_str_mv Springer Nature
publisher.none.fl_str_mv Springer Nature
dc.source.none.fl_str_mv Articles publicats en revistes (Empresa)
reponame:Recercat. Dipósit de la Recerca de Catalunya
instname:Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)
instname_str Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)
reponame_str Recercat. Dipósit de la Recerca de Catalunya
collection Recercat. Dipósit de la Recerca de Catalunya
repository.name.fl_str_mv
repository.mail.fl_str_mv
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