Proceedings of the 6th International Conference on Human-Agent Interaction 2018
DOI: 10.1145/3284432.3284448
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Can a Humanoid Robot Engage in Heartwarming Interaction Service at a Hotel?

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Cited by 32 publications
(18 citation statements)
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“…People are more willing to accept robots like pets than real people. In the case of Nakanishi's research [26], most participants admit that interacting with robots can produce positive responses. However, some participants claim that the hotel does not need such a system, which may be related to a value-added but not essential service.…”
Section: Innovative Cases With Service Robotsmentioning
confidence: 99%
“…People are more willing to accept robots like pets than real people. In the case of Nakanishi's research [26], most participants admit that interacting with robots can produce positive responses. However, some participants claim that the hotel does not need such a system, which may be related to a value-added but not essential service.…”
Section: Innovative Cases With Service Robotsmentioning
confidence: 99%
“…Exemplary applications for deployment in public spaces are museum guidance [11], city center navigation [12], [13], care home support [14], airport guidance [15], and hosting or guiding visitors or guests [16]. We are not aware of any study, conducted in a business context comparable to our work.…”
Section: Humanoid Robot Applicationsmentioning
confidence: 99%
“…However, today robots have become a part of society, with humanoid robots who communicate with individuals, for example. In the hospitality services sectors, these robots engage in humanrobot interaction, carrying out traditional human-service activities such as hotel reception attention, check-in, luggage delivery, in-room companion, shopping assistance, tourist information and restaurant services (Kanda, Shiomi, Miyashita, Ishiguro & Hagita, 2009;Datta & Vijay, 2010;Nakanishi, Kuramoto, Baba, Kohei, Yoshikawa & Ishiguro, 2018, although not all practices have been classified as positive. Those interacting with robots reported feeling discomfort, concern (Sugaya, Nishida, Yoshida & Takahashi, 2018) and insecurity (Tung & Au, 2018), which would provoke an unpleasant experience.…”
Section: New Technologies In Hospitality-related Customer Behaviourmentioning
confidence: 99%
“…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%