This work investigated how robots with different service style in food industries are perceived by customers. We analysed responses from 53 participants who evaluated the video interaction of a robot waiter while taking orders and that delivered a customer service experience based on different styles of a service robot interaction (service-focused vs. social-focused). Results indicated that social-focused robots are perceived to have more natural and pleasant behaviours compared with service-focused robots, and therefore better accepted by customers. Social-focused robots were also perceived as having a more persuasive effect on the users' choices. In contrast, service-focused robots were perceived as hasty, and participants did not feel in charge of the food choices to order.
Investigating Customers' Preferences of Robot's Serving Styles / Rossi, A.; Caputo, A.; Scafora, A.; Rossi, S.. - 2022-:(2022), pp. 1017-1020. (Intervento presentato al convegno 17th Annual ACM/IEEE International Conference on Human-Robot Interaction, HRI 2022 tenutosi a jpn nel 2022) [10.1109/HRI53351.2022.9889629].
Investigating Customers' Preferences of Robot's Serving Styles
Rossi A.
;Rossi S.
2022
Abstract
This work investigated how robots with different service style in food industries are perceived by customers. We analysed responses from 53 participants who evaluated the video interaction of a robot waiter while taking orders and that delivered a customer service experience based on different styles of a service robot interaction (service-focused vs. social-focused). Results indicated that social-focused robots are perceived to have more natural and pleasant behaviours compared with service-focused robots, and therefore better accepted by customers. Social-focused robots were also perceived as having a more persuasive effect on the users' choices. In contrast, service-focused robots were perceived as hasty, and participants did not feel in charge of the food choices to order.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
