Robotic transformative service research: deploying social robots for consumer well-being during COVID-19 and beyond

Henkel, Alexander P.; Čaić, Martina; Blaurock, Marah; Okan, Mehmet

doi:10.1108/josm-05-2020-0145

Cited by 139 publications

(101 citation statements)

References 90 publications

(140 reference statements)

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“…Implementation and contactless interaction during the pandemic will be more successful if the robot recognizes and adapts to the specific needs of the user. Personalization, which can include volume and speed control for the robot's voice, text size presented on displays, and the level of difficulty of an activity, can be especially important when there are multiple users for each robot [91].…”

Section: Personalizationmentioning

confidence: 99%

Socially Assistive Robots Helping Older Adults through the Pandemic and Life after COVID-19

Getson

Nejat

2021

Robotics

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The COVID-19 pandemic has critically impacted the health and safety of the population of the world, especially the health and well-being of older adults. Socially assistive robots (SARs) have been used to help to mitigate the effects of the pandemic including loneliness and isolation, and to alleviate the workload of both formal and informal caregivers. This paper presents the first extensive survey and discussion on just how socially assistive robots have specifically helped this population, as well as the overall impact on health and the acceptance of such robots during the pandemic. The goal of this review is to answer research questions with respect to which SARs were used during the pandemic and what specific tasks they were used for, and what the enablers and barriers were to the implementation of SARs during the pandemic. We will also discuss lessons learned from their use to inform future SAR design and applications, and increase their usefulness and adoption in a post-pandemic world. More research is still needed to investigate and appreciate the user experience of older adults with SARs during the pandemic, and we aim to provide a roadmap for researchers and stakeholders.

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Section: Personalizationmentioning

confidence: 99%

Socially Assistive Robots Helping Older Adults through the Pandemic and Life after COVID-19

Getson

Nejat

2021

Robotics

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“…Well-being is central to studies in transformative service research (TSR) ( Barnes et al, 2020;Mollenkopf et al, 2020), as TSR is defined as "the integration of consumer and service research that centers on creating uplifting changes and improvements in the well-being of consumer entities: individuals (consumers and employees), communities and the ecosystem" (Anderson et al, 2011, p. 3). The COVID-19 pandemic has put increasing pressure on fundamental forms of well-being that result from social distancing (Henkel et al, 2020). Therefore, the underlying study offers a contribution to TSR, by focusing on loneliness as an indicator of well-being.…”

mentioning

confidence: 99%

The transformative service paradox: the dilemma of wellbeing trade-offs

Russell‐Bennett

Mulcahy

Letheren

et al. 2020

JOSM

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PurposeA transformative service aims to improve wellbeing; however, current approaches have an implicit assumption that all wellbeing dimensions are equal and more dimensions led to higher wellbeing. The purpose of this paper is to present evidence for a new framework that identifies the paradox of competing wellbeing dimensions for both the individual and others in society – the transformative service paradox (TSP).Design/methodology/approachData is drawn from a mixed-method approach using qualitative (interviews) and quantitative data (lab experiment) in an electricity service context. The first study involves 45 household interviews (n = 118) and deals with the nature of trade-offs at the individual level to establish the concept of the TSP. The second study uses a behavioral economics laboratory experiment (n = 110) to test the self vs. other nature of the trade-off in day-to-day use of electricity.FindingsThe interviews and experiment identified that temporal (now vs. future) and beneficiary-level factors explain why individuals make wellbeing trade-offs for the transformative service of electricity. The laboratory experiment showed that when the future implication of the trade-off is made salient, consumers are more willing to forego physical wellbeing for environmental wellbeing, whereas when the “now” implication is more salient consumers forego financial wellbeing for physical wellbeing.Originality/valueThis research introduces the term “Transformative Service Paradox” and identifies two factors that explain why consumers make wellbeing trade-offs at the individual level and at the societal level; temporal (now vs. future) and wellbeing beneficiary.

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“…It was suggested that after the crisis the whole system may not return to a previous condition, as parts of the system are likely to have changed irrevocably. The challenges may arise, such as finding ways to maintain the "human touch" of the service and finding new balance with automation (Rivera, 2020); deployment of companion robots to mitigate guests' frustration and feeling of loneliness and isolations for quarantine time (Henkel et al, 2020). Health-oriented tourism and wellness and spa hotel might be of the customer preferences after the end of the pandemic due to their slow tourism nature and comforting ambience (Wen et al, 2020).…”

Section: Literature Reviewmentioning

confidence: 99%

Hospitality Industry During Covid-19 Crisis: Review of the Current Situation and Sustainable Post-Crisis Response

Ņikadimovs¹,

Rodčenkova²

2021

SIE

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This study, titled “Hospitality Industry During COVID-19 Crisis: Review of the Current Situation and Sustainable Post-Crisis Response”, is a review of published studies, assessing the current research efforts in the hospitality industry that was heavily impacted by the COVID-19 global pandemic, as well as possible sustainable crisis management solutions. In response to the crisis, caused by virus outbreak and followed by the travel bans, many hotels were forced to close their doors temporarily or even forever. Such a deep crisis in the hospitality industry resulted in many problems, especially social problems among the employees of the industry. The study has utilised secondary research methodology to conduct a literature review; qualitative content analysis has been applied to the selected academic pieces of literature, journal articles, published researches and thesis papers, government reports, case studies, UNWTO monthly reports. The results revealed approaches and the most popular research directions, as well as possible crisis management solutions and strategies. The findings are highlighting the challenges in tourisms and hospitality industry in the wake of ongoing pandemic; the study lists possible post-crisis sustainable strategic solutions, as well as directions for the future research efforts.

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Robotic transformative service research: deploying social robots for consumer well-being during COVID-19 and beyond

Cited by 139 publications

References 90 publications

Socially Assistive Robots Helping Older Adults through the Pandemic and Life after COVID-19

Socially Assistive Robots Helping Older Adults through the Pandemic and Life after COVID-19

The transformative service paradox: the dilemma of wellbeing trade-offs

Hospitality Industry During Covid-19 Crisis: Review of the Current Situation and Sustainable Post-Crisis Response

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