Profit-oriented service sectors such as tourism, hospitality, and entertainment are increasingly looking at how professional service robots can be integrated into the workplace to perform socio-cognitive tasks that were previously reserved for humans. This is a work in which social and labor sciences recognize the principle role of emotions. However, the models and narratives of emotions that drive research, design, and deployment of service robots in human–robot interaction differ considerably from how emotions are framed in the sociology of labor and feminist studies of service work. In this paper, we explore these tensions through the concepts of affective and emotional labor, and outline key insights these concepts offer for the design and evaluation of professional service robots. Taken together, an emphasis on interactionist approaches to emotions and on the demands of affective labor, leads us to argue that service employees are under-represented in existing studies in human–robot interaction. To address this, we outline how participatory design and value-sensitive design approaches can be applied as complimentary methodological frameworks that include service employees as vital stakeholders.
In this paper, through the prism of the notion of workplace identity, we critically reflect on potential challenges of working alongside social service robots in service industries. From feminist studies of workplace identity, we adopt concepts of naturalization and normalization, and discuss how service robots’ “imprisonment” in the role of a friendly and consistent helper may present psychological and political challenges to how service employees relate to and perform their workplace identity.
Conversational robots and agents are being designed for educational and/or persuasive tasks, e.g., health or fitness coaching. To pursue such tasks over a long time, they will need a complex model of the strategic goal, a variety of strategies to implement it in interaction, and the capability of strategic talk. Strategic talk is incipient ongoing conversation in which at least one participant has the objective of changing the other participant’s attitudes or goals. The paper is based on the observation that strategic talk can stretch over considerable periods of time and a number of conversational segments. Film dialogues are taken as a source to develop a model of the strategic talk of mentor characters. A corpus of film mentor utterances is annotated on the basis of the model, and the data are interpreted to arrive at insights into mentor behavior, especially into the realization and sequencing of strategies.
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