Discovering meaningful engagement through interaction between customers and service robots
Discovering meaningful engagement through interaction between customers and service robots
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DOI：
10.1080/02642069.2022.2088738
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发表时间：
2022-08
期刊：
影响因子：
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通讯作者：
Youyung Hyun;Sunyoung Hlee;Jaehyun Park;Y. Chang
中科院分区：
文献类型：
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作者：
Youyung Hyun;Sunyoung Hlee;Jaehyun Park;Y. Chang
摘要虽然服务机器人通过与客户建立新的互动而引起服务行业的范式转变，但是关于服务机器人的哪些元素与客户建立期望的互动的知识有限。为了解决这一差距，本研究邀请情境行动理论调查的服务机器人塑造客户的有意义的参与的元素。对252份调查问卷进行了分析。这些发现，一些社会功能的元素是主要的有意义的参与，通过影响经验和工具的结果，而其他人是突出的结果之一。我们的分析还研究了与有意义的参与有关的人-机器人团队的个人创新性和可行性。这项研究有助于文献识别服务机器人的社会功能元素，并探讨他们如何创造有意义的参与。它还提供了实际意义的服务公司，展示了服务机器人的关键要素，以提高他们的服务质量和开发机器人驱动的服务环境。
ABSTRACT Although service robots are causing a paradigm shift in the service industry by creating new interactions with customers, there is limited knowledge regarding which elements of service robots create desirable interactions with customers. To address this gap, this study invited situated action theory to investigate elements of service robots shaping customers’ meaningful engagement. 252 responses from the survey were analyzed. These revealed that some socio-functional elements are primary for meaningful engagement by affecting both experiential and instrumental outcomes, whereas others are salient for either one of the outcomes. Our analysis also examined personal innovativeness and viability of human–robot team pertaining to meaningful engagement. This study contributes to the literature by identifying socio-functional elements of service robots and exploring how they create meaningful engagement. It also provides practical implications to service companies, demonstrating critical elements of service robots for enhancing their service quality and for developing robot-driven service environments.