Experience as a moderator of the media equation: the impact of flattery and praise

Johnson, Daniel; Gardner, John; Wiles, Janet

doi:10.1016/j.ijhcs.2003.12.008

Cited by 83 publications

(35 citation statements)

References 23 publications

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“…A wealth of research shows that a service provider's apology conveys politeness, courtesy, concern, effort, and empathy to customers who have experienced a service failure, and enhances their evaluations of the encounter [7] [12]. Because research has shown that people treat computers as social actors [22], and that flattery from a robot was positively perceived by people [10], we predict that a robot service provider's apology for service failure will be effective as well. Hypothesis 3.…”

Section: B Recovery Strategiesmentioning

confidence: 99%

Gracefully mitigating breakdowns in robotic services

Lee

Kielser

Forlizzi

et al. 2010

Proceeding of the 5th ACM/IEEE International Conference on Human-Robot Interaction - HRI '10

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-Robots that operate in the real world will make mistakes. Thus, those who design and build systems will need to understand how best to provide ways for robots to mitigate those mistakes. Building on diverse research literatures, we consider how to mitigate breakdowns in services provided by robots. Expectancy-setting strategies forewarn people of a robot's limitations so people will expect mistakes. Recovery strategies, including apologies, compensation, and options for the user, aim to reduce the negative consequence of breakdowns. We tested these strategies in an online scenario study with 317 participants. A breakdown in robotic service had severe impact on evaluations of the service and the robot, but forewarning and recovery strategies reduced the negative impact of the breakdown. People's orientation toward services influenced which recovery strategy worked best. Those with a relational orientation responded best to an apology; those with a utilitarian orientation responded best to compensation. We discuss robotic service design to mitigate service problems.

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Section: B Recovery Strategiesmentioning

confidence: 99%

Gracefully mitigating breakdowns in robotic services

Lee

Kielser

Forlizzi

et al. 2010

Proceeding of the 5th ACM/IEEE International Conference on Human-Robot Interaction - HRI '10

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show abstract

“…These dimensions and other attitude measurements have been used to verify the media equation hypothesis (Goldstein, Alsiö, & Werdenhoff, 2002;Johnson, Gardner, & Wiles, 2004;Chiasson & Gutwin, 2005). We excluded perceived safety from the questionnaire since this was not relevant to our study, and replaced this dimension with the emotion dimension (4 questions, see Appendix B), which allowed us to measure the rated emotional responsiveness.…”

Section: Questionnairementioning

confidence: 99%

Motions of Robots Matter! The Social Effects of Idle and Meaningful Motions

Cuijpers

Knops

2015

Lecture Notes in Computer Science

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“…Several researchers have undertaken exploration of the impact of various types of message presentation on users' behavior (Fogg & Nass, 1997;Johnson et al, 2004;Johnson et al, 2006;Tzeng, 2004). Fogg and Nass (1997) focus on the use of "sincere" praise, "flattery" (i.e., insincere praise) and generic feedback, and report that the sincere and flattery forms are perceived to be more positive.…”

Section: Feedbackmentioning

confidence: 99%