The robot-to-robot service encounter : an examination of the impact of inter-robot warmth
Purpose: This study aims to examine humans’ reactions to service robots’ display of warmth in robot-to-robot interactions – a setting in which humans’ impressions of a service robot will not only be based on what this robot does in relation to humans, but also on what it does to other robots. Design/methodology/approach: Service robot display of warmth was manipulated in an experimental setting in such a way that a service robot A expressed low versus high levels of warmth in relation to another service robot B. Findings: The results indicate that a high level of warmth expressed by robot A vis-à-vis robot B boosted humans’ overall evaluations of A, and that this influence was mediated by the perceived humanness and the perceived happiness of A. Originality/value: Numerous studies have examined humans’ reactions when they interact with a service robot or other synthetic agents that provide service. Future service encounters, however, will comprise also multi-robot systems, which means that there will be many opportunities for humans to be exposed to robot-to-robot interactions. Yet, this setting has hitherto rarely been examined in the service literature.
Year of publication: |
2021
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Authors: | Söderlund, Magnus |
Published in: |
Journal of Services Marketing. - Emerald, ISSN 0887-6045, ZDB-ID 2020791-8. - Vol. 35.2021, 9 (21.06.), p. 15-27
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Publisher: |
Emerald |
Saved in:
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