Service robots’ anthropomorphism: dimensions, factors and internal relationships

Matching digital companions with customers: The role of perceived similarity

“…Humanlikeness originates from anthropomorphism, which is defined as “imbuing the imagined or real behavior of nonhuman agents with humanlike characteristics, motivations, intentions and emotions” (Epley et al, 2007, p. 864). At the core of this definition is the tendency to perceive something that is not human as humanlike, which is why, in line with other work (e.g., Letheren et al, 2021; Zhang et al, 2022), we use both terms interchangeably. The tendency for people to anthropomorphize nonhuman objects stems from their sociality motivation, which reflects the fundamental human need to connect with others.…”

“…Autonomy (e.g., Schepers et al, 2022) Competence (e.g., Belanche et al, 2021) Credibility (e.g., Flavián et al, 2023) Empathy (e.g., Pozharliev et al, 2021) Humanlikeness (e.g., Blut et al, 2021) Interaction opportunity (e.g., Letheren et al, 2021) Playfulness (e.g., Mishra et al, 2022) Similarity (e.g., Al-Natour et al, 2011) Social presence (e.g., Jiang et al, 2022) Usefulness (e.g., Flavián et al, 2023) Warmth (e.g., Belanche et al, 2021) Attitude (e.g., Akdim et al, humanlike characteristics, motivations, intentions and emotions" (Epley et al, 2007, p. 864). At the core of this definition is the tendency to perceive something that is not human as humanlike, which is why, in line with other work (e.g., Letheren et al, 2021;Zhang et al, 2022), we use both terms interchangeably. The tendency for people to anthropomorphize nonhuman objects stems from their sociality motivation, which reflects the fundamental human need to connect with others.…”

Electronic Markets on platform dualities

“…They state that "the perception of anthropomorphism can facilitate and deepen human-robot interaction, [but that] inappropriate design of anthropomorphism will cause consumers' discomfort". In their interview-based study they develop a multi-dimensional model that serves to understand and design anthropomorphism as a result from task, interaction, technology as well as the user (Zhang et al 2022). • Ransome Bawack, Samuel Fosso Wamba, Kevin Carillo and Shariar Akter then turn to the application of AI in e-commerce and identify that AI is in particular an element of recommender systems to improve personalization by learning from data on e-commerce platforms.…”

Users taking the blame? How service failure, recovery, and robot design affect user attributions and retention

“…In fact, the market for professional service robots has grown worldwide by 12% in 2020 (International Federation of Robotics, 2021 ). Initial research efforts mirror this practical relevance and investigate the design of service robots (e.g., Zhang et al, 2022 ; K. J. Kim et al, 2013 ) and users’ reactions to them (e.g., Belanche et al, 2021 ; Choi et al, 2020 ). In fact, reviews of extant literature in the field call for more research that investigates human–robot interactions (HRI), for example, in terms of user responses to robo-advisors (De Keyser & Kunz, 2022 ; Lim et al, 2022 ).…”

“…In fact, the market for professional service robots has grown worldwide by 12% in 2020 (International Federation of Robotics, 2021). Initial research efforts mirror this practical relevance and investigate the design of service robots (e.g., Zhang et al, 2022; K. J. Kim et al, 2013) and users' reactions to them (e.g., Belanche et al, 2021;Choi et al, 2020).…”