Abstract
Purpose: This study aims to examine humans’ reactions to service robots’ display of warmth in robot-to-robot interactions – a setting in which humans’ impressions of a service robot will not only be based on what this robot does in relation to humans, but also on what it does to other robots. Design/methodology/approach: Service robot display of warmth was manipulated in an experimental setting in such a way that a service robot A expressed low versus high levels of warmth in relation to another service robot B. Findings: The results indicate that a high level of warmth expressed by robot A vis-à-vis robot B boosted humans’ overall evaluations of A, and that this influence was mediated by the perceived humanness and the perceived happiness of A. Originality/value: Numerous studies have examined humans’ reactions when they interact with a service robot or other synthetic agents that provide service. Future service encounters, however, will comprise also multi-robot systems, which means that there will be many opportunities for humans to be exposed to robot-to-robot interactions. Yet, this setting has hitherto rarely been examined in the service literature.
Original language | English |
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Peer-reviewed scientific journal | Journal of Services Marketing |
Volume | 35 |
Issue number | 9 |
Pages (from-to) | 15-27 |
Number of pages | 13 |
ISSN | 0887-6045 |
DOIs | |
Publication status | Published - 17.12.2021 |
MoE publication type | A1 Journal article - refereed |
Keywords
- 512 Business and Management
- customer service
- experimental design
- artificial intelligence