Humanoid service robots : customer expectations and customer responses / / Moritz Merkle

• Autore: Merkle Moritz
• Pubblicazione: Wiesbaden, Germany : , : Springer Gabler, , [2021]; ©2021
• Descrizione fisica: 1 online resource (249 pages)
• Disciplina: 629.892
• Soggetto topico: Androids; Robotics - Human factors; Human-robot interaction
• Nota di contenuto: Intro -- Acknowledgments -- Summary -- Zusammenfassung -- Contents -- Abbreviations -- List of Figures -- List of Tables -- 1 Introduction -- 1.1 Managerial Relevance -- 1.2 Scientific Relevance -- 1.3 Goals and Research Questions -- 1.4 Structure -- 2 Conceptual Background -- 2.1 Basic Definitions -- 2.1.1 Robots -- 2.1.2 Services -- 2.1.3 Customer Expectations and Responses -- 2.2 Literature Review -- 2.2.1 Studies in the Field of Service Marketing -- 2.2.2 Studies in the Field of Human-Robot Interaction Literature -- 2.3 Theoretical Background -- 2.3.1 Theories from Information Systems and HRI Research -- 2.3.2 Theories from Psychology and Social Psychology -- 3 Method -- 3.1 Construct Measurement -- 3.1.1 Basics of Construct Measurement -- 3.1.2 Operationalization of Constructs -- 3.2 Data Analysis Methods -- 3.2.1 Analysis of Variance and Corresponding Post Hoc Tests -- 3.2.2 Multiple Regression Analysis -- 3.2.3 Polynomial Modeling and Surface Response Method -- 4 Study 1: A Service Robot Acceptance Model: Customer Acceptance of Humanoid Robots During Service Encounters -- 4.1 Introduction -- 4.2 Theoretical Background -- 4.2.1 Expectation Disconfirmation Theory -- 4.2.2 Role Theory -- 4.3 Qualitative Study on Social Robot Acceptance (Study I) -- 4.3.1 Semi-Structured Interviews -- 4.3.2 Sample and Analytical Strategy -- 4.3.3 Results -- 4.4 Testing the Social Robot Acceptance Model (Study II) -- 4.4.1 Basic Effects -- 4.4.2 Robot Anxiety as Moderator -- 4.5 Experimental Study -- 4.5.1 Experimental Setting -- 4.5.2 Experimental Design -- 4.5.3 Experimental Subjects and Confederates -- 4.5.4 Data Collection and Analysis Methods -- 4.6 Results -- 4.7 Discussion -- 4.7.1 Research Implications -- 4.7.2 Limitations and Areas of Future Research -- 5 Study 2: A Cross-Country Comparison of Attitudes toward Humanoid Service Robots. ; 5.1 Introduction -- 5.2 Theoretical Background -- 5.3 Hypotheses -- 5.3.1 Empathy -- 5.3.2 Reliability -- 5.3.3 Expertise -- 5.3.4 Trust -- 5.4 Empirical Basis -- 5.4.1 Data Collection -- 5.4.2 Characteristics of the Sample -- 5.5 Results -- 5.5.1 Findings for the Three Countries -- 5.5.2 Comparison of the Countries -- 5.5.3 Connection to Hofstede -- 5.6 Discussion -- 5.6.1 Research Implications -- 5.6.2 Managerial Implications -- 5.6.3 Limitations and Further Research -- 6 Study 3: Beyond the Call of Duty: The Impact of Innovative Service Behavior by Robots on Customer Delight -- 6.1 Introduction -- 6.2 Theoretical Background -- 6.2.1 Innovative Service Behavior -- 6.2.2 Expectation Disconfirmation Theory -- 6.2.3 Script Theory -- 6.3 Framework and Hypotheses -- 6.3.1 Study Framework -- 6.3.2 Hypotheses -- 6.4 Empirical Studies -- 6.4.1 Prestudy -- 6.4.2 Studies I and II: Common Experimental Setting and Method -- 6.5 Innovative Service Behavior in a Failure-Free Service Encounter (Study I) -- 6.5.1 Participants -- 6.5.2 Manipulation Check and Descriptive Statistics -- 6.5.3 Results -- 6.6 Innovative Service Behavior after a Service Failure (Study II) -- 6.6.1 Manipulation Check and Descriptive Statistics -- 6.6.2 Results -- 6.7 Discussion -- 6.7.1 Research Contribution -- 6.7.2 Managerial Implications -- 6.7.3 Research Directions -- 7 Study 4: Customer Responses to Service Robots: Comparing Human-Robot Interaction with Human-Human Interaction -- 7.1 Introduction -- 7.2 Literature -- 7.3 Conceptual Background -- 7.4 Hypotheses Development -- 7.5 Data Collection -- 7.5.1 Mechanical Basis and Manipulation Preparation -- 7.5.2 Experimental Setting -- 7.5.3 Experimental Design -- 7.6 Results -- 7.6.1 Customer Satisfaction with the Service Robot Compared to the Frontline Employee -- 7.6.2 Customer Satisfaction After a Service Failure -- 7.7 Discussion. ; 7.7.1 Rationale for Satisfaction with Failing Robot -- 7.7.2 Research Implications -- 7.7.3 Managerial Implications -- 7.7.4 Limitations and Areas of Future Research -- 8 Overall Discussion -- 8.1 Overall Scientific Contribution -- 8.2 Overall Managerial Contribution -- 8.3 Overall Limitations and Recommended Areas for Future Research -- References.
• Titolo autorizzato: Humanoid Service Robots
• ISBN: 3-658-34440-7
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Lingua di pubblicazione: Inglese
• Record Nr.: 9910488712703321
• Lo trovi qui: Univ. Federico II
• Serie: Neue Perspektiven der Marktorientierten Unternehmensführung