Direct and indirect social robot interactions in a hotel public space

Pan, Yadong; Okada, Haruka; Uchiyama, Toshiaki; Suzuki, Kenji

doi:10.1109/robio.2013.6739743

Cited by 11 publications

(8 citation statements)

References 9 publications

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“…Moreover, many studies have tested the performance of various social robots in service encounters (e.g. at information desks [24,32,40], information broadcasting [26,27], bellboy tasks [28], and customer feedback gathering [7]).…”

Section: Background and Issuementioning

confidence: 99%

“…Previous studies have shown that impressions about interactions with social robots are affected by various factors (e.g. the number of robots [26,27], gender differences [8]). Similarly, in practical situations various factors may affect the impression of the interaction.…”

Section: Research Questions Addressed By This Studymentioning

confidence: 99%

“…with/without robotic body, awake/asleep, and robot/user starts communication) and assessed their effect on the distance, duration, and frequency of communication between robots and customers. In particular, Pan et al assessed how the number of robots affected the attraction of attention in information broadcasting tasks [26,27]. While the above studies revealed some technical aspects of robotic design and examined the performance of those designs in service encounter tasks, several researchers suggest that the customer's interactive experience (e.g.…”

Section: Social Robots In a Hotelmentioning

confidence: 99%

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Continuous Hospitality with Social Robots at a hotel

et al. 2020

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Social robots are being increasingly employed in service encounters at hotels. This study explored the possibility that social robots can engage in heartwarming interactions with hotel customers. A collaboration design known as 'Continuous Hospitality with Social Robots' , in which social robots compensate for gaps in hospitality through heartwarming interaction, was evaluated. A field test was conducted in which social robots engaged in heartwarming interaction with customers in a public area of a hotel and then collected customers' impressions of the social robots and overall service via a questionnaire and an interview. The results demonstrate social robots' potential for engaging in heartwarming interactions that enhance overall customer satisfaction through the use of the 'Continuous Hospitality with Social Robots' collaboration design. An exploratory analysis suggests that the perceived impressions of the interaction with social robots are influenced by customer gender and the duration of interactions. Furthermore, the results suggest that social robots could be utilized in other roles at hotels, namely effective advertisement through heartwarming interaction and mental support for employees who do not interact with customers.

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Section: Background and Issuementioning

confidence: 99%

Section: Research Questions Addressed By This Studymentioning

confidence: 99%

Section: Social Robots In a Hotelmentioning

confidence: 99%

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Continuous Hospitality with Social Robots at a hotel

et al. 2020

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“…Users would like NAO to be more emotionally expressive, responsive, and have a natural voice and gesturing (Anastasiou et al, 2013;Ahmad et al, 2017). Authors used a variety of questionnaires to evaluate NAO's characteristics and performance based on: anthropomorphism (Zlotowski et al, 2014;Kraus et al, 2016), user experience (Alenljung et al, 2018;Olde Keizer et al, 2019), user acceptability (Ahmad et al, 2017), robot personality (Liles and Beer, 2015;Peters et al, 2017;Kraus et al, 2018), robot behaviors (Pan et al, 2013;Njeri et al, 2016;Rossi et al, 2019), user expectations and evaluation (Anastasiou et al, 2013;Henkel et al, 2019), and perceived trustworthiness (Jessup et al, 2019). Table 4 presents common questionnaires that are used in evaluating human-oriented perception of NAO.…”

Section: The Human Perception Of Naomentioning

confidence: 99%

10 Years of Human-NAO Interaction Research: A Scoping Review

et al. 2021

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The evolving field of human-robot interaction (HRI) necessitates that we better understand how social robots operate and interact with humans. This scoping review provides an overview of about 300 research works focusing on the use of the NAO robot from 2010 to 2020. This study presents one of the most extensive and inclusive pieces of evidence on the deployment of the humanoid NAO robot and its global reach. Unlike most reviews, we provide both qualitative and quantitative results regarding how NAO is being used and what has been achieved so far. We analyzed a wide range of theoretical, empirical, and technical contributions that provide multidimensional insights, such as general trends in terms of application, the robot capabilities, its input and output modalities of communication, and the human-robot interaction experiments that featured NAO (e.g. number and roles of participants, design, and the length of interaction). Lastly, we derive from the review some research gaps in current state-of-the-art and provide suggestions for the design of the next generation of social robots.

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“…With technological advancements, social robots have demonstrated highly developed abilities [1,2] and have increasingly performed service tasks in the hospitality sector [3][4][5][6][7]. Service robots can facilitate decision-making processes and perform a variety of tasks [8].…”

Section: Introductionmentioning

confidence: 99%

A Multidimensional Analysis of Robotic Deployment in Thai Hotels

Sadangharn

2021

Int J of Soc Robotics

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Several hotel businesses are interested in robotic deployment to improve customer service, enhance hotel productivity, and gain a competitive advantage. In this study, I deployed a robot in a real working environment to explore stakeholders’ perceptions and investigate factors involved in robotic deployment in Thai hotels. A qualitative research method, interpretative phenomenological analysis, was utilized. As there was no robotic deployment in Thai hotels, Peanut, a navigation service robot, was temporarily assigned to work in the hotels to allow key informants—hotel executives, human resource managers, reception managers, hotel staff, and hotel guests—to understand the phenomenon and experience robotic deployment. The findings revealed that stakeholders in Thai hotels accepted the robot; however, this acceptance was contingent on various robot, human, and organizational dimensions. Greater user acceptance can promote more widespread robotic deployment. This study has important implications for human–robot interactions in the hotel industry, especially in Thailand where this technology has not yet been applied.

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Direct and indirect social robot interactions in a hotel public space

Cited by 11 publications

References 9 publications

Continuous Hospitality with Social Robots at a hotel

Continuous Hospitality with Social Robots at a hotel

10 Years of Human-NAO Interaction Research: A Scoping Review

A Multidimensional Analysis of Robotic Deployment in Thai Hotels

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