When interacting with a service robot is (not) satisfying: The role of customers’ need for social sharing of emotion

Lajante, Mathieu; Tojib, Dewi Rooslani; Ho, Ting Hin

doi:10.1016/j.chb.2023.107792

Cited by 8 publications

(4 citation statements)

References 95 publications

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“…Social robots may have both the capability of recognizing emotions and expressing them. In this context, numerous scientific efforts have been made to develop robots capable of providing sympathy, an altruistic response to limit and reduce other’s pain and discomfort, rather than programming emphatic robots, which still remains the main limit in this field [ 131 ]. Furthermore, every emotional aspect of the robot or way of behavior in the interaction with people can be tailored to the user target, enhancing their mutual engagement.…”

Section: Discussionmentioning

confidence: 99%

Application of Social Robots in Healthcare: Review on Characteristics, Requirements, Technical Solutions

Ragno,

Borboni,

Vannetti

et al. 2023

Sensors

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Cyber-physical or virtual systems or devices that are capable of autonomously interacting with human or non-human agents in real environments are referred to as social robots. The primary areas of application for biomedical technology are nursing homes, hospitals, and private homes for the purpose of providing assistance to the elderly, people with disabilities, children, and medical personnel. This review examines the current state-of-the-art of social robots used in healthcare applications, with a particular emphasis on the technical characteristics and requirements of these different types of systems. Humanoids robots, companion robots, and telepresence robots are the three primary categories of devices that are identified and discussed in this article. The research looks at commercial applications, as well as scientific literature (according to the Scopus Elsevier database), patent analysis (using the Espacenet search engine), and more (searched with Google search engine). A variety of devices are enumerated and categorized, and then our discussion and organization of their respective specifications takes place.

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Section: Discussionmentioning

confidence: 99%

Application of Social Robots in Healthcare: Review on Characteristics, Requirements, Technical Solutions

Ragno,

Borboni,

Vannetti

et al. 2023

Sensors

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“…when using chatbots (Nguyen & Prentice, 2020). This may be due to the fact that these systems are not very empathetic or do not meet all behavioural expectations (Lajante et al, 2023). However, if customers' experience is positive they are likely to see the benefits of AI support as well (Jan et al, 2023).…”

Section: Literature Reviewmentioning

confidence: 99%

Artificial-intelligence-powered customer service management in the logistics industry

Brzozowska,

Kolasińska-Morawska,

Sułkowski

et al. 2023

EBER

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The article aims to show how people perceive future implications for logistics customer service resulting from the implementation of new technologies in the form of game-changer artificial intelligence (AI) solutions in the spirit of economy 4.0 and society 5.0. Research Design & Methods:The research process used a nomothetic approach based on the methodology of mixed research. The qualitative approach included a research study of monographs, publications, reports, and netographic sources. We used the technique of critical content analysis based on the co-occurrence of terms. In turn, we based the quantitative approach on the diagnostic survey method with the computer-assisted web interviewing (CAWI) technique. The sample size was 233. For further analysis, we used the statistical package for the social sciences (SPSS). Findings:The research shows that customer service in logistics already uses different forms of AI-based solutions (like Chabtbots, Voicebots, and voice assistants). Even customers positively evaluate those solutions, among others, for efficiency, competence, and service quality. Moreover, customers are aware of AI-based solutions and know that their usage will deepen in the future, as it is a game changer for the competitiveness of customer service in logistics. Implications & Recommendations:The conducted research indicates the need to constantly improve the digital competences of the users of last-mile logistics services in the context of technologization of transaction processes. Different areas of business will widely use AI-based solutions, because there is a need to develop systems which will help with the human-machine communication. This technology should be constructed as safe for people and easy to use; both with regard to users and customers. As a result of these processes, there is a greater need to educate people about AI-based solutions to develop awareness and improve future outcomes.Contribution & Value Added: The article's main advantage is determining new possibilities in the area of logistics customer service as a result of the dissemination of solutions in the AI field, which may be a helpful instrument for enterprises in managing the last-mile scenario in the future.

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“…The recent revolutionization of AI with assistive robots has transformative potential for eldercare, providing a new paradigm in how to approach management as people age (Lajante et al ., 2023; Cavallo et al ., 2018). Equipped with advanced sensors and machine learning algorithms, these robots can help the elderly with everyday chores, monitor health parameters, reduce the burden on human caregivers, and potentially delay the need for institutionalized care (Broadbent et al ., 2009) because they can provide numerous different types of support including social interaction, thus improving quality of life and independence (Turja et al ., 2020; Kachouie et al ., 2014).…”

Section: Introductionmentioning

confidence: 99%

“…Equipped with advanced sensors and machine learning algorithms, these robots can help the elderly with everyday chores, monitor health parameters, reduce the burden on human caregivers, and potentially delay the need for institutionalized care (Broadbent et al ., 2009) because they can provide numerous different types of support including social interaction, thus improving quality of life and independence (Turja et al ., 2020; Kachouie et al ., 2014). Furthermore, these robots will alleviate the burden on the healthcare systems by meeting the increasing demand for human care providers that will eventually exceed the capacity of human personnel to serve an aging society (Lajante et al ., 2023; Broekens et al ., 2009). In addition, AI-enabled care robotics can significantly contribute to emotional support.…”

Section: Introductionmentioning

confidence: 99%

An investigation into factors affecting the willingness to disclose personal health information when using AI-enabled caregiver robots

Amin,

Johnson,

Prybutok

et al. 2024

IMDS

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PurposeThe purpose of this research is to propose and empirically validate a theoretical framework to investigate the willingness of the elderly to disclose personal health information (PHI) to improve the operational efficiency of AI-integrated caregiver robots.Design/methodology/approachDrawing upon Privacy Calculus Theory (PCT) and the Technology Acceptance Model (TAM), 274 usable responses were collected through an online survey.FindingsEmpirical results reveal that trust, privacy concerns, and social isolation have a direct impact on the willingness to disclose PHI. Perceived ease of use (PEOU), perceived usefulness (PU), social isolation, and recognized benefits significantly influence user trust. Conversely, elderly individuals with pronounced privacy concerns are less inclined to disclose PHI when using AI-enabled caregiver robots.Practical implicationsGiven the pressing need for AI-enabled caregiver robots due to the aging population and a decrease in professional human caregivers, understanding factors that influence the elderly's disclosure of PHI can guide design considerations and policymaking.Originality/valueConsidering the increased demand for accurate and comprehensive elder services, this is the first time that information disclosure and AI-enabled caregiver robot technologies have been combined in the field of healthcare management. This study bridges the gap between the necessity for technological improvement in caregiver robots and the importance of transparent operational information by disclosing the elderly's willingness to share PHI.

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When interacting with a service robot is (not) satisfying: The role of customers’ need for social sharing of emotion

Cited by 8 publications

References 95 publications

Application of Social Robots in Healthcare: Review on Characteristics, Requirements, Technical Solutions

Application of Social Robots in Healthcare: Review on Characteristics, Requirements, Technical Solutions

Artificial-intelligence-powered customer service management in the logistics industry

An investigation into factors affecting the willingness to disclose personal health information when using AI-enabled caregiver robots

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