“How may i help you?” Says a robot: Examining language styles in the service encounter

Choi, SH; Liu, Stephanie Q.; Mattila, Anna S.

doi:10.1016/j.ijhm.2019.03.026

Cited by 134 publications

(107 citation statements)

References 49 publications

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“…For example, Qiu et al [27] investigated the effect of anthropomorphism on evaluations of service experiences that include interacting with social robots. Choi et al [28] studied how anthropomorphism influenced the relationship between language styles of AIET and service encounter evaluations. Toader et al [29] explored the indirect effect of anthropomorphism on individuals' service encounter evaluations via their trust in chatbots.…”

Section: Overview Of Research Trendsmentioning

confidence: 99%

“…Definition Reference A tendency "The tendency to attribute human or humanlike characteristics to non-human agents" [13, 16, 18-20, 33, 46] "People tend to associate humanlike characteristics to these non-human entities" [30] "People tend to apply their beliefs and knowledge about humans to non-human objects when they have humanlike features" [28] A process "The process by which people attribute humanlike characteristics to a non-human entity"…”

Section: Categorymentioning

confidence: 99%

“…Cao et al [9] discerned three types of anthropomorphic features: visual (e.g., appearance, body movement, facial expressions, and gestures), verbal (e.g., voice), and psychological (e.g., autonomy and personality). Indeed, our review showed that visual features, such as humanlike appearance [28,36,40,41], eyes [13], and emotionality [36]; verbal features, such as voice [21] and humanlike language expressions [34,48]; and psychological features, such as autonomy of autonomous vehicles [40] can lead to anthropomorphism. Wagner and Schramm-Klein [19] found that social behavior, adaptability, similarity to the user, personality, independence, voice, appearance, and interaction are the factors that contribute to AIET anthropomorphism.…”

Section: What Are the Antecedents Of Anthropomorphism?mentioning

confidence: 99%

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Machinelike or Humanlike? A Literature Review of Anthropomorphism in AI-Enabled Technology

Li¹,

Suh²

2021

Proceedings of the Annual Hawaii International Conference on System Sciences

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Due to the recent proliferation of AI-enabled technology (AIET), the concept of anthropomorphism, human likeness in technology, has increasingly attracted researchers' attention. Researchers have examined how anthropomorphism influences users' perception, adoption, and continued use of AIET. However, researchers have yet to agree on how to conceptualize and operationalize anthropomorphism in AIET, which has resulted in inconsistent findings. A comprehensive understanding is thus needed of the current state of research on anthropomorphism in AIET contexts. To conduct an in-depth analysis of the literature on anthropomorphism, we reviewed 35 empirical studies focusing on conceptualizing and operationalizing AIET anthropomorphism, and its antecedents and consequences. Based on our analysis, we discuss potential research gaps and offer directions for future research.

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Section: Overview Of Research Trendsmentioning

confidence: 99%

Section: Categorymentioning

confidence: 99%

Section: What Are the Antecedents Of Anthropomorphism?mentioning

confidence: 99%

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Machinelike or Humanlike? A Literature Review of Anthropomorphism in AI-Enabled Technology

Li¹,

Suh²

2021

Proceedings of the Annual Hawaii International Conference on System Sciences

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“…Academia was quick to respond to the needs of the business for more research in the domain of service robots in travel, tourism and hospitality Ivanov, Gretzel, Berezina, Sigala, & Webster, 2019;Murphy, Gretzel & Pesonen, 2019;Murphy, Hofacker & Gretzel, 2017;Rosete et al, 2020;Tung & Law, 2017;. Empirical studies are largely devoted to the demand-side perspective of the use of service robots in tourism with an emphasis on customer attitudes towards and acceptance of robots (Ivanov, Webster & Garenko, 2018;Ivanov, Webster & Seyyedi, 2018;Lin, Chi & Gursoy, 2019;Lu, Cai & Gursoy, 2019;Stock & Merkle, 2017;, customers' trust in robots (Park, 2020;Tussyadiah, Zach & Wang, 2020), tasks perceived by tourists as appropriate for robotisation (Ivanov & Webster, 2019a, 2019b, customer evaluation of service robots (Tussyadiah & Park, 2018), the impact of language styles in the service encounter (Choi, Liu & Mattila, 2019), the effects of robotic service on guest evaluations of hotel brand experience (Chan & Tung, 2019). Studies have also investigated the role of robots in the service recovery process (Ho, Tojib & Tsarenko, 2020), the nudging effect of robots on stimulating proenvironmental behaviour of tourists (Tussyadiah & Miller, 2019), heart-warming interaction between customers and robots (Nakanishi et al, 2020), the effect of service robot attributes on customers' expected rapport building with robots (Qiu et al, 2020), tourists' perceptions about the appearance of robots (Yu, 2018(Yu, , 2020Yu & Ngan, 2019), the impact of robot service on purchase intentions (Zhong et al, 2020) and robot use intentions (de Kervenoael et al, 2020), the impact of robotic chef anthropomorphism on food quality prediction (Zhu et al, 2020).…”

Section: Rationalementioning

confidence: 99%

Hotel managers’ perceptions towards the use of robots: a mixed-methods approach

Иванов¹,

Seyitoğlu

Markova

2020

Preprint

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Adopting a supply-side perspective, the present paper analyses Bulgarian hotel managers’ perceptions of service robots using a convergent mixed methods design. Structured quantitative data was collected from 79 hotel managers through a questionnaire, while interviews were used for the collection of qualitative data from 20 hotel managers. The findings indicate that repetitive, dirty, dull, and dangerous tasks in hotels would be more appropriate for robots, while hotel managers would rather use human employees for tasks that require social skills and emotional intelligence. The demographic characteristics of respondents and the characteristics of the hotels they currently worked in played little role in their perceptions of service robots. The managers considered that robots would decrease the quality of the service and were generally not ready to use robots. Additionally, the interviewees indicated that skilled and well trained human employees were more valuable than robots and more adequate for the hospitality and tourism industry. Theoretical, methodological, and managerial implications are provided as well.

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“…For example, customers might feel uncomfortable and unsure about the way they can use the concerned technology. Related to the profiles of service agent, Choi et al [4] compared three service agents for a hotel (human service agent, robot, and kiosk), finding that people evaluated the service encounter more favorably when the human service agent used literal language. They also mentioned, however, that this language style can be applied to service robots as their humanlike features (a face, arms, and body shape).…”

Section: Robots In Hospitality Industrymentioning

confidence: 99%

How to Increase the Customer Experience by the Usage of Remote Control Robot Concierge Solutions

Etemad‐Sajadi

Sturman

2021

Int J of Soc Robotics

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The objective of this study was to understand how consumers react and respond to a service experience provided by the robot, Pepper. To form our predictions, we applied and tested an extended version of the technology acceptance model (TAM). For the method, pre-recorded gestures were used to attract people to interact with Pepper, and participants were asked to pose questions to the robot for 5 to 10 min. Then, we distributed a questionnaire to these participants to gather data on their impressions of the interaction. Based on a final sample of 180 respondents, we used structural equation modeling (SEM) to test our hypotheses. Our results showed the fundamental importance of Social Presence when it comes to the use of robots. Social presence had a direct positive effect on Usefulness, Trust, and Emotional Appeal, and significant indirect effects through all three paths on Intention to Use. Moreover, The Fear of Robots negatively impacted the Intention to Use. We also found that when people were in discussion with the robot, they completely forgot that a human concierge is controlling the robot from another place. This study provides important insights into how and why consumers react to a service-providing robot, which is an important stream of research as this technology becomes more feasibly implemented in the hospitality industry.

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“How may i help you?” Says a robot: Examining language styles in the service encounter

Cited by 134 publications

References 49 publications

Machinelike or Humanlike? A Literature Review of Anthropomorphism in AI-Enabled Technology

Machinelike or Humanlike? A Literature Review of Anthropomorphism in AI-Enabled Technology

Hotel managers’ perceptions towards the use of robots: a mixed-methods approach

How to Increase the Customer Experience by the Usage of Remote Control Robot Concierge Solutions

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