Social Robots: Development and Evaluation of a Human-Centered Application Scenario

Kaufmann, Kaspar; Ziakas, Eleni; Catanzariti, Marco; Stoppa, Giancarlo; Burkhard, Roger; Schulze, Hartmut; Tanner, Alexandra

doi:10.1007/978-3-030-25629-6_1

Cited by 4 publications

(3 citation statements)

References 6 publications

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“…Within HRI, authors including Severinson-Eklundh et al (2003) previously raised similar concerns, albeit from a different angle, about the degree to which employees are involved in the decisions and processes leading up to the potential deployment of service robots at their workplace. While early inclusion of human co-workers in this process has also been identified as a crucial element of attitudes to robot co-workers (Kaufmann et al 2019).…”

Section: Methodological Implications For Hrimentioning

confidence: 99%

Service robots for affective labor: a sociology of labor perspective

2021

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Profit-oriented service sectors such as tourism, hospitality, and entertainment are increasingly looking at how professional service robots can be integrated into the workplace to perform socio-cognitive tasks that were previously reserved for humans. This is a work in which social and labor sciences recognize the principle role of emotions. However, the models and narratives of emotions that drive research, design, and deployment of service robots in human–robot interaction differ considerably from how emotions are framed in the sociology of labor and feminist studies of service work. In this paper, we explore these tensions through the concepts of affective and emotional labor, and outline key insights these concepts offer for the design and evaluation of professional service robots. Taken together, an emphasis on interactionist approaches to emotions and on the demands of affective labor, leads us to argue that service employees are under-represented in existing studies in human–robot interaction. To address this, we outline how participatory design and value-sensitive design approaches can be applied as complimentary methodological frameworks that include service employees as vital stakeholders.

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Section: Methodological Implications For Hrimentioning

confidence: 99%

Service robots for affective labor: a sociology of labor perspective

2021

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“…Human-centered robotics aims at building robots that can collaborate with humans and empower them. They should then first not be a burden for their human collaborators and exhibit a high level of autonomy [35].…”

Section: Requirements Of Human-centered Ai and Roboticsmentioning

confidence: 99%

Human-centered AI and robotics

et al. 2022

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Robotics has a special place in AI as robots are connected to the real world and robots increasingly appear in humans everyday environment, from home to industry. Apart from cases were robots are expected to completely replace them, humans will largely benefit from real interactions with such robots. This is not only true for complex interaction scenarios like robots serving as guides, companions or members in a team, but also for more predefined functions like autonomous transport of people or goods. More and more, robots need suitable interfaces to interact with humans in a way that humans feel comfortable and that takes into account the need for a certain transparency about actions taken. The paper describes the requirements and state-of-the-art for a human-centered robotics research and development, including verbal and non-verbal interaction, understanding and learning from each other, as well as ethical questions that have to be dealt with if robots will be included in our everyday environment, influencing human life and societies.

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“…G6 also adds that frequent guests have their data saved on the system: "they already knew about me, things like my address or phone numbers so I did not have to input all of that information again" [G6]. Some guests may feel discomfort when they answer repetitive questions from staff after many previous stays (Kaufmann et al, 2020). Hence, the technology-based service avoids this situation while allowing them to process this more quickly with a few clicks.…”

Section: Theme 2: Ssts' Functionality and Hotel Productivitymentioning

confidence: 99%

The Use of Self-Service Technologies in Budget Hotels: The Case of Bournemouth

Giousmpasoglou

Hua

2020

European Journal of Tourism, Hospitality and Recreation

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Self-service technologies (SSTs) have been implemented across all service industries. The hotel business in the UK, including budget hotels, has been increasingly adopting SSTs both to enhance customer service and to create operational efficiency. In addition to providing guests with accommodation and basic services, budget hotels are now using SSTs with a view to increasing controlling and operational efficiency, human resource management and engaging guests in a more intelligent service design. Previous studies have mainly focused on the users’ perspectives, not on the use of SSTs themselves in budget hotels. The purpose of this study, then, is to explore the implications of SSTs in budget hotels both from a managerial and a guest perspective. Bournemouth has been selected as a case study for this research because it is one of the most popular resorts in the UK. This qualitative study employed 14 semi-structured interviews with budget hotel managers and guests who have used SSTs while staying in budget hotels in Bournemouth. The research findings show that maxim-ising operational efficiency is a key benefit of SST implementation from a managerial perspective. On the other hand, efficiency, accessibility, privacy and self-control over transactions are the main benefits of an SST, emphasised by customers. Overall, there is positive feedback from both managers and guest on the usage of SSTs in budget hotels in Bournemouth. The authors conclude that advanced technologies, such as artificial intelligence (AI) and Internet of Things (IoT), in conjunction with SSTs, will transform the hospitality industry in the near future.

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Social Robots: Development and Evaluation of a Human-Centered Application Scenario

Cited by 4 publications

References 6 publications

Service robots for affective labor: a sociology of labor perspective

Service robots for affective labor: a sociology of labor perspective

Human-centered AI and robotics

The Use of Self-Service Technologies in Budget Hotels: The Case of Bournemouth

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