Dissertation
Service robots have entered the game: essays on human-robot interaction in service marketing
Doctor of Philosophy (Ph.D.), Drexel University
Jun 2021
DOI:
https://doi.org/10.17918/00000812
Abstract
Research and practice in Human-Robot-Interaction often focus on improving the human-likeness of the robots. Developers often place their focus on how to make robots more human-like, aesthetically (e.g., facial features), functionally (e.g., finger movements), or both. However, these types of improvements can be costly. Through a series of studies, in the first essay, I find that customers may not perceive humanoid robots to be superior to other self-service technology products (SSTs) such as kiosks. Additionally, customers expectation of service performance by humanoid robots is guided by their past experiences with SSTs. In the second essay, I propose that to enhance the evaluation of service robots, providers will need to increase the perceived liveliness of the robots. To assess this prediction, in addition to traditional methods (e.g., surveys), I employ a multi-modal approach that measures perceptions, behavioral reactions, and neuro-physiological responses to a lively humanoid robot.
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Details
- Title
- Service robots have entered the game
- Creators
- Hongjun Ye
- Contributors
- Rajneesh Suri (Advisor)Hasan Ayaz (Advisor)
- Awarding Institution
- Drexel University
- Degree Awarded
- Doctor of Philosophy (Ph.D.)
- Publisher
- Drexel University; Philadelphia, Pennsylvania
- Number of pages
- ix, 93 pages
- Resource Type
- Dissertation
- Language
- English
- Academic Unit
- Bennett S. LeBow College of Business; Drexel University
- Other Identifier
- 991015241980804721