An Experiment of Human Feeling for Hospitality Robot Measured with Biological Information

Sugaya, Midori; Nishida, Yutaro; Yoshida, Reiji; Takahashi, Yuya

doi:10.1109/compsac.2018.10305

Cited by 5 publications

(2 citation statements)

References 6 publications

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“…Numerous studies have shown that the emotions estimated using these methods are closely related to the subjective evaluation results obtained in the experiments. These approaches have been used in numerous applications, such as social network feedback analysis, audience reaction analysis, and robot hospitality analysis [ 27 , 28 , 29 , 30 ].…”

Section: Proposed Methodsmentioning

confidence: 99%

The Implementation and Evaluation of Individual Preference in Robot Facial Expression Based on Emotion Estimation Using Biological Signals

Sripian

Anuardi

et al. 2021

Sensors

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Recently, robot services have been widely applied in many fields. To provide optimum service, it is essential to maintain good acceptance of the robot for more effective interaction with users. Previously, we attempted to implement facial expressions by synchronizing an estimated human emotion on the face of a robot. The results revealed that the robot could present different perceptions according to individual preferences. In this study, we considered individual differences to improve the acceptance of the robot by changing the robot’s expression according to the emotion of its interacting partner. The emotion was estimated using biological signals, and the robot changed its expression according to three conditions: synchronized with the estimated emotion, inversely synchronized, and a funny expression. During the experiment, the participants provided feedback regarding the robot’s expression by choosing whether they “like” or “dislike” the expression. We investigated individual differences in the acceptance of the robot expression using the Semantic Differential scale method. In addition, logistic regression was used to create a classification model by considering individual differences based on the biological data and feedback from each participant. We found that the robot expression based on inverse synchronization when the participants felt a negative emotion could result in impression differences among individuals. Then, the robot’s expression was determined based on the classification model, and the Semantic Differential scale on the impression of the robot was compared with the three conditions. Overall, we found that the participants were most accepting when the robot expression was calculated using the proposed personalized method.

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Section: Proposed Methodsmentioning

confidence: 99%

The Implementation and Evaluation of Individual Preference in Robot Facial Expression Based on Emotion Estimation Using Biological Signals

Sripian

Anuardi

et al. 2021

Sensors

Self Cite

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“…However, given the constant development of the appearance of the humanoid robots, there is no clear resistance against hospitality services involving communication with robots (Sugaya et al, 2018), which leaves a lot of space for improving this industry and meeting customers' expectations regarding human-based tasks performed by robots (Tung & Au, 2018). Accordingly, some of the benefits that have been observed due to this interaction include improved staff efficiency and productivity (Ivanov & Webster, 2017), gratifying communication with the robot, increased predisposition to receive a recommendation, an enhanced overall satisfaction with the hospitality service (Nakanishi et al, 2018) and enjoyment Sugaya et al, 2018).…”

Section: New Technologies In Hospitality-related Customer Behaviourmentioning

confidence: 99%

Theoretically encompassing B2C relationships in the hospitality industry

Prodanova

Gutiérrez

Jiménez

2019

DAMeJ

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Having witnessed the technological revolution that has taken place in the hospitality industry, the aim of this study is to encompass theoretical approaches used in customer behaviour research and to provide a comprehensive understanding of crucial aspects necessary for enhancing business-to-consumer (B2C) relationships. A special emphasis was placed on technology-related and personality-related approaches, highlighting their importance in traveller decision making, as well as on Signalling theory, offering an underpinning for companies to improve their services. It is expected that this study will offer the basis for a more exhaustive and multidisciplinary investigation, undoubtedly focusing on both customer and service elements. The review suggests that to maintain customers, a major focus should be put on signals, technology and personality-related issues at the beginning of the relationship. ResumoTendo em consideração a revolução tecnológica na hospitalidade, o objetivo deste estudo é incluir as abordagens teóricas utilizadas na pesquisa de comportamento do cliente, e fornecer uma compreensão integral dos aspectos necessários para melhorar as relações business-to-consumer (B2C) em hospitalidade. Foi colocada especial atenção nas abordagens relacionadas à tecnologia e personalidade, para destacar a sua importância na tomada de decisões dos viajantes e na Teoria da sinalização, no sentido de oferecer sustentação às empresas para melhorar os seus serviços. Espera-se que este estudo ofereça a base necessária para uma investigação multidisciplinar, incidindo nos elementos relacionados com clientes e serviços. A revisão da literatura sugere que, para manter os clientes, um foco importante deve ser colocado em sinais, tecnologia e personalidade, no início do relacionamento. Palavras-chave:Revisão da literatura; hospitalidade; B2C; TIC; personalidade; Teoria da sinalização. J. Prodanova • S. San-Martín•N. Jimenez [61]JANA PRODANOVA holds a Ph.D. in Business Administration and she is an Assistant Professor at the University of Burgos. Her main research is related to electronic and mobile environment of services provision, making difference between online and mobile channels, and the advantages and disadvantages that each of them holds. She studies the challenges and possibilities of the use of ICT in the sale of services and the behaviour and personality of the consumer in banking and tourism contexts. She has published her work in national and international journals of repute and won several awards for her research. She is likewise a reviewer for international journals and conferences and participated in marketing research projects.

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Progress on robotics in hospitality and tourism: a review of the literature

Иванов

Gretzel

Berezina

et al. 2019

JHTT

195

170

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Purpose This paper aims to provide a comprehensive review of research on robotics in travel, tourism and hospitality, and to identify research gaps and directions for future research. Design/methodology/approach This paper analyzes 131 publications published during 1993-2019, identified via Scopus, Web of Science, ResearchGate, Academia.edu and Google Scholar. It offers quantitative analysis of frequencies and cross-tables and qualitative thematic analysis of the publications within each of seven identified domains. Findings The paper identifies “Robot,” “Human,” “Robot manufacturer,” “Travel/tourism/hospitality company,” “Servicescape,” “External environment” and “Education, training and research” as the research domains. Most research studies are dedicated to robots in restaurants, airports, hotels and bars. Papers tend to apply engineering methods, but experiments and surveys grow in popularity. Asia-Pacific countries account for much of the empirical research. Research limitations/implications The analysis was limited to publications indexed in four databases and one search engine. Only publications in English were considered. Growing opportunities for those who are anxious to publish in the field are identified. Importantly, emerging research is branching out from the engineering of robots to the possibilities for human/robot interactions and their use for service providers, opening up new avenues of research for tourism and hospitality scholars. Practical implications The paper identified a myriad of application areas for robots across various tourism and hospitality sectors. Service providers must critically think about how robots affect the servicescape and how it needs to be adjusted or re-imagined to ensure that robots and employees can augment the service experiences (co-)created within it. Originality/value This is the first study to systematically analyze research publications on robotics in travel, tourism and hospitality.

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An Experiment of Human Feeling for Hospitality Robot Measured with Biological Information

Cited by 5 publications

References 6 publications

The Implementation and Evaluation of Individual Preference in Robot Facial Expression Based on Emotion Estimation Using Biological Signals

The Implementation and Evaluation of Individual Preference in Robot Facial Expression Based on Emotion Estimation Using Biological Signals

Theoretically encompassing B2C relationships in the hospitality industry

Progress on robotics in hospitality and tourism: a review of the literature

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