The effects of gender and personality of robot assistants on customers' acceptance of their service

The Covid-19 pandemic has stimulated the use of social robots in front-office services. However, some initial applications yielded disappointing results, as managers were unaware of the level of development of the robots' artificial intelligence systems. This study proposes to adapt the Almere...

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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:2022
País:España
Institución:Universidad de Barcelona
Repositorio:Dipòsit Digital de la UB
OAI Identifier:oai:diposit.ub.edu:2445/186469
Acceso en línea:https://hdl.handle.net/2445/186469
Access Level:acceso abierto
Palabra clave:Robots
COVID-19
Intel·ligència artificial
Satisfacció del consumidor
Estudis de gènere
Artificial intelligence
Consumer satisfaction
Gender studies
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spelling The effects of gender and personality of robot assistants on customers' acceptance of their serviceForgas Coll, SantiagoHuertas García, RubénAndriella, AntonioAlenyà, GuillemRobotsCOVID-19Intel·ligència artificialSatisfacció del consumidorEstudis de gènereRobotsCOVID-19Artificial intelligenceConsumer satisfactionGender studiesThe Covid-19 pandemic has stimulated the use of social robots in front-office services. However, some initial applications yielded disappointing results, as managers were unaware of the level of development of the robots' artificial intelligence systems. This study proposes to adapt the Almere model to estimate the technological acceptance of service robots, which express their gender and personality, whilst assisting consumers. A 2 × 2 (two genders vs. two personalities) between-subjects experiment was conducted with 219 participants. Model estimation with Structural Equation Modelling confirmed seven out of eight hypotheses, and all four scenarios were estimated with Ordinary Least Squares, showing that robot gender and personality affected their technological acceptance.Springer Verlag2022info:eu-repo/semantics/articleinfo:eu-repo/semantics/acceptedVersionapplication/pdfhttps://hdl.handle.net/2445/186469Articles publicats en revistes (Empresa)reponame:Dipòsit Digital de la UBinstname:Universidad de BarcelonaInglésReproducció del document publicat a: https://doi.org/10.1007/s11628-022-00492-xService Business, 2022, vol. 16, p. 359-389https://doi.org/10.1007/s11628-022-00492-xinfo:eu-repo/grantAgreement/EC/H2020/721619info:eu-repo/grantAgreement/EC/H2020/741930info:eu-repo/grantAgreement/EC/H2020721619/EU(c) Springer Verlag, 2022http://creativecommons.org/licenses/by/3.0/es/info:eu-repo/semantics/openAccessoai:diposit.ub.edu:2445/1864692026-05-27T06:46:51Z
dc.title.none.fl_str_mv The effects of gender and personality of robot assistants on customers' acceptance of their service
title The effects of gender and personality of robot assistants on customers' acceptance of their service
spellingShingle The effects of gender and personality of robot assistants on customers' acceptance of their service
Forgas Coll, Santiago
Robots
COVID-19
Intel·ligència artificial
Satisfacció del consumidor
Estudis de gènere
Robots
COVID-19
Artificial intelligence
Consumer satisfaction
Gender studies
title_short The effects of gender and personality of robot assistants on customers' acceptance of their service
title_full The effects of gender and personality of robot assistants on customers' acceptance of their service
title_fullStr The effects of gender and personality of robot assistants on customers' acceptance of their service
title_full_unstemmed The effects of gender and personality of robot assistants on customers' acceptance of their service
title_sort The effects of gender and personality of robot assistants on customers' acceptance of their service
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
COVID-19
Intel·ligència artificial
Satisfacció del consumidor
Estudis de gènere
Robots
COVID-19
Artificial intelligence
Consumer satisfaction
Gender studies
topic Robots
COVID-19
Intel·ligència artificial
Satisfacció del consumidor
Estudis de gènere
Robots
COVID-19
Artificial intelligence
Consumer satisfaction
Gender studies
description The Covid-19 pandemic has stimulated the use of social robots in front-office services. However, some initial applications yielded disappointing results, as managers were unaware of the level of development of the robots' artificial intelligence systems. This study proposes to adapt the Almere model to estimate the technological acceptance of service robots, which express their gender and personality, whilst assisting consumers. A 2 × 2 (two genders vs. two personalities) between-subjects experiment was conducted with 219 participants. Model estimation with Structural Equation Modelling confirmed seven out of eight hypotheses, and all four scenarios were estimated with Ordinary Least Squares, showing that robot gender and personality affected their technological acceptance.
publishDate 2022
dc.date.none.fl_str_mv 2022
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/2445/186469
url https://hdl.handle.net/2445/186469
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/s11628-022-00492-x
Service Business, 2022, vol. 16, p. 359-389
https://doi.org/10.1007/s11628-022-00492-x
info:eu-repo/grantAgreement/EC/H2020/721619
info:eu-repo/grantAgreement/EC/H2020/741930
info:eu-repo/grantAgreement/EC/H2020721619/EU
dc.rights.none.fl_str_mv (c) Springer Verlag, 2022
http://creativecommons.org/licenses/by/3.0/es/
info:eu-repo/semantics/openAccess
rights_invalid_str_mv (c) Springer Verlag, 2022
http://creativecommons.org/licenses/by/3.0/es/
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Springer Verlag
publisher.none.fl_str_mv Springer Verlag
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 15.300724

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