Dynamic allocation of service robot resources to an order picking task considering functional and non-functional properties

Blender, Timo; Schlegel, Christian

doi:10.1145/3526071.3527518

Cited by 1 publication

(1 citation statement)

References 5 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Previous studies have divided services into functional and non-functional dimensions to explore and evaluate service quality from the perspective of the consumers (Becha and Amyot, 2012), classified the humanoid robot's ability to perform human-computer interactions (Ferland and Tapus, 2016). Blender and Schlegel (2022), and explored the dynamic allocation of the robot's resources with regards to the service provided, to order a selection of tasks from the perspective of functional and nonfunctional attributes. Functional attribute refers to the ability to execute the task, and non-functional attribute refers to the speed parameters required to execute each navigation of a subtask, limited by the maximum speed of each service robot.…”

Section: Literature Reviewmentioning

confidence: 99%

I can feel AI failure: the impact of service failure type and failure assessment on customer recovery expectation

Song,

Xing,

Duan

et al. 2023

IMDS

View full text Add to dashboard Cite

PurposeBased on appraisal theory and social response theory, this study aims to explore the mechanism of AI failure types on consumer recovery expectation from the perspective of service failure assessment and validate the moderate role of anthropomorphism level.Design/methodology/approachThree scenario-based experiments were conducted to validate the research model. First, to test the effect of robot service failure types on customer recovery expectation; second, to further test the mediating role of perceived controllability, perceived stability and perceived severity; finally, to verify the moderating effect of anthropomorphic level.FindingsNon-functional failures reduce consumer recovery expectation compared to functional failures; perceived controllability and perceived severity play a mediating role in the impact of service failure types on recovery expectation; the influence of service failure types on perceived controllability and perceived severity is moderated by the anthropomorphism level.Originality/valueThe findings enrich the influence mechanism and boundary conditions of service failure types, and have implications for online enterprise follow-up service recovery and improvement of anthropomorphic design.

show abstract

Section: Literature Reviewmentioning

confidence: 99%