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 model...
| Autores: | , , , |
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| Tipo de recurso: | artículo |
| Fecha de publicación: | 2022 |
| País: | España |
| Institución: | Universitat Politècnica de Catalunya (UPC) |
| Repositorio: | UPCommons. Portal del coneixement obert de la UPC |
| Idioma: | inglés |
| OAI Identifier: | oai:upcommons.upc.edu:2117/372321 |
| Acceso en línea: | https://hdl.handle.net/2117/372321 https://dx.doi.org/10.1007/s11628-022-00492-x |
| Access Level: | acceso abierto |
| Palabra clave: | Artificial intelligence Robotics Robots Service robots Social aspects of automation Intel·ligència artificial Àrees temàtiques de la UPC::Informàtica::Robòtica |
| Sumario: | 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. |
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