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...

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Autores: Forgas Coll, Santiago, Huertas Garcia, Rubén, Andriella, Antonio|||0000-0002-6641-6450, Alenyà Ribas, Guillem|||0000-0002-6018-154X
Formato: artículo
Fecha de publicación:2022
País:España
Recursos:Universitat Politècnica de Catalunya (UPC)
Repositorio:UPCommons. Portal del coneixement obert de la UPC
Idioma:inglés
OAI Identifier:oai:upcommons.upc.edu:2117/372321
Acesso em linha:https://hdl.handle.net/2117/372321
https://dx.doi.org/10.1007/s11628-022-00492-x
Access Level:acceso abierto
Palavra-chave:Artificial intelligence
Robotics
Robots
Service robots
Social aspects of automation
Intel·ligència artificial
Àrees temàtiques de la UPC::Informàtica::Robòtica
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spelling The effects of gender and personality of robot assistants on customers’ acceptance of their serviceForgas Coll, SantiagoHuertas Garcia, RubénAndriella, Antonio|||0000-0002-6641-6450Alenyà Ribas, Guillem|||0000-0002-6018-154XArtificial intelligenceRoboticsRobotsService robotsSocial aspects of automationIntel·ligència artificialRobotsÀrees temàtiques de la UPC::Informàtica::RobòticaThe 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.Peer Reviewed20222022-01-0120222022-09-06journal articlehttp://purl.org/coar/resource_type/c_6501VoRhttp://purl.org/coar/version/c_970fb48d4fbd8a85info:eu-repo/semantics/articleapplication/pdfhttps://hdl.handle.net/2117/372321https://dx.doi.org/10.1007/s11628-022-00492-xreponame:UPCommons. Portal del coneixement obert de la UPCinstname:Universitat Politècnica de Catalunya (UPC)InglésengEuropean Commission http://doi.org/10.13039/100010661 Horizon 2020 Framework Programme 741930 CLOTH manIpulation Learning from DEmonstrationsEuropean Commission http://doi.org/10.13039/100010661 Horizon 2020 Framework Programme 721619 SOcial Cognitive Robotics in The European SocietyAgencia Estatal de Investigación http://doi.org/10.13039/501100011033 Plan Estatal de Investigación Científica y Técnica y de Innovación 2013-2016 TIN2017-90086-R ENTENDER EL MOVIMIENTO HUMANO PARA ADAPTAR EL COMPORTAMIENTO DE UN ROBOTMinisterio de Economía y Competitividad http://doi.org/10.13039/501100003329 FECYT-11462 HackLab María de Maeztu DTIC-UPF: Campus Ciudadanoopen accesshttp://purl.org/coar/access_right/c_abf2Attribution 4.0 Internationalhttp://creativecommons.org/licenses/by/4.0/info:eu-repo/semantics/openAccessoai:upcommons.upc.edu:2117/3723212026-05-27T15:37:01Z
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
Artificial intelligence
Robotics
Robots
Service robots
Social aspects of automation
Intel·ligència artificial
Robots
Àrees temàtiques de la UPC::Informàtica::Robòtica
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 Garcia, Rubén
Andriella, Antonio|||0000-0002-6641-6450
Alenyà Ribas, Guillem|||0000-0002-6018-154X
author Forgas Coll, Santiago
author_facet Forgas Coll, Santiago
Huertas Garcia, Rubén
Andriella, Antonio|||0000-0002-6641-6450
Alenyà Ribas, Guillem|||0000-0002-6018-154X
author_role author
author2 Huertas Garcia, Rubén
Andriella, Antonio|||0000-0002-6641-6450
Alenyà Ribas, Guillem|||0000-0002-6018-154X
author2_role author
author
author
dc.subject.none.fl_str_mv Artificial intelligence
Robotics
Robots
Service robots
Social aspects of automation
Intel·ligència artificial
Robots
Àrees temàtiques de la UPC::Informàtica::Robòtica
topic Artificial intelligence
Robotics
Robots
Service robots
Social aspects of automation
Intel·ligència artificial
Robots
Àrees temàtiques de la UPC::Informàtica::Robòtica
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
2022-01-01
2022
2022-09-06
dc.type.none.fl_str_mv journal article
http://purl.org/coar/resource_type/c_6501
VoR
http://purl.org/coar/version/c_970fb48d4fbd8a85
dc.type.openaire.fl_str_mv info:eu-repo/semantics/article
format article
dc.identifier.none.fl_str_mv https://hdl.handle.net/2117/372321
https://dx.doi.org/10.1007/s11628-022-00492-x
url https://hdl.handle.net/2117/372321
https://dx.doi.org/10.1007/s11628-022-00492-x
dc.language.none.fl_str_mv Inglés
eng
language_invalid_str_mv Inglés
language eng
dc.relation.none.fl_str_mv European Commission http://doi.org/10.13039/100010661 Horizon 2020 Framework Programme 741930 CLOTH manIpulation Learning from DEmonstrations
European Commission http://doi.org/10.13039/100010661 Horizon 2020 Framework Programme 721619 SOcial Cognitive Robotics in The European Society
Agencia Estatal de Investigación http://doi.org/10.13039/501100011033 Plan Estatal de Investigación Científica y Técnica y de Innovación 2013-2016 TIN2017-90086-R ENTENDER EL MOVIMIENTO HUMANO PARA ADAPTAR EL COMPORTAMIENTO DE UN ROBOT
Ministerio de Economía y Competitividad http://doi.org/10.13039/501100003329 FECYT-11462 HackLab María de Maeztu DTIC-UPF: Campus Ciudadano
dc.rights.none.fl_str_mv open access
http://purl.org/coar/access_right/c_abf2
Attribution 4.0 International
http://creativecommons.org/licenses/by/4.0/
dc.rights.openaire.fl_str_mv info:eu-repo/semantics/openAccess
rights_invalid_str_mv open access
http://purl.org/coar/access_right/c_abf2
Attribution 4.0 International
http://creativecommons.org/licenses/by/4.0/
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.source.none.fl_str_mv reponame:UPCommons. Portal del coneixement obert de la UPC
instname:Universitat Politècnica de Catalunya (UPC)
instname_str Universitat Politècnica de Catalunya (UPC)
reponame_str UPCommons. Portal del coneixement obert de la UPC
collection UPCommons. Portal del coneixement obert de la UPC
repository.name.fl_str_mv
repository.mail.fl_str_mv
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score 15,300724

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