The effects of gender and personality of robot assistants on customers’ acceptance of their service

The Covid-19 pandemic has stimulated the use of social robots in front-office services. However, some initial applications yielded disappointing results, as managers were unaware of the level of development of the robots’ artificial intelligence systems. This study proposes to adapt the Almere model...

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Autores principales: Forgas-Coll, Santiago, Huertas-Garcia, Ruben, Andriella, Antonio, Alenyà, Guillem
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Springer Berlin Heidelberg 2022
Materias:
Empirical Article
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9039270/
http://dx.doi.org/10.1007/s11628-022-00492-x
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author Forgas-Coll, Santiago
Huertas-Garcia, Ruben
Andriella, Antonio
Alenyà, Guillem
author_facet Forgas-Coll, Santiago
Huertas-Garcia, Ruben
Andriella, Antonio
Alenyà, Guillem
author_sort Forgas-Coll, Santiago
collection PubMed
description The Covid-19 pandemic has stimulated the use of social robots in front-office services. However, some initial applications yielded disappointing results, as managers were unaware of the level of development of the robots’ artificial intelligence systems. This study proposes to adapt the Almere model to estimate the technological acceptance of service robots, which express their gender and personality, whilst assisting consumers. A 2 × 2 (two genders vs. two personalities) between-subjects experiment was conducted with 219 participants. Model estimation with Structural Equation Modelling confirmed seven out of eight hypotheses, and all four scenarios were estimated with Ordinary Least Squares, showing that robot gender and personality affected their technological acceptance.
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spelling pubmed-90392702022-04-26 The effects of gender and personality of robot assistants on customers’ acceptance of their service Forgas-Coll, Santiago Huertas-Garcia, Ruben Andriella, Antonio Alenyà, Guillem Serv Bus Empirical Article The Covid-19 pandemic has stimulated the use of social robots in front-office services. However, some initial applications yielded disappointing results, as managers were unaware of the level of development of the robots’ artificial intelligence systems. This study proposes to adapt the Almere model to estimate the technological acceptance of service robots, which express their gender and personality, whilst assisting consumers. A 2 × 2 (two genders vs. two personalities) between-subjects experiment was conducted with 219 participants. Model estimation with Structural Equation Modelling confirmed seven out of eight hypotheses, and all four scenarios were estimated with Ordinary Least Squares, showing that robot gender and personality affected their technological acceptance. Springer Berlin Heidelberg 2022-04-26 2022 /pmc/articles/PMC9039270/ http://dx.doi.org/10.1007/s11628-022-00492-x Text en © The Author(s) 2022 https://creativecommons.org/licenses/by/4.0/Open Access This article is licensed under a Creative Commons Attribution 4.0 International License, which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons licence, and indicate if changes were made. The images or other third party material in this article are included in the article's Creative Commons licence, unless indicated otherwise in a credit line to the material. If material is not included in the article's Creative Commons licence and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder. To view a copy of this licence, visithttp://creativecommons.org/licenses/by/4.0/ (https://creativecommons.org/licenses/by/4.0/) .
spellingShingle Empirical Article
Forgas-Coll, Santiago
Huertas-Garcia, Ruben
Andriella, Antonio
Alenyà, Guillem
The effects of gender and personality of robot assistants on customers’ acceptance of their service
title The effects of gender and personality of robot assistants on customers’ acceptance of their service
title_full The effects of gender and personality of robot assistants on customers’ acceptance of their service
title_fullStr The effects of gender and personality of robot assistants on customers’ acceptance of their service
title_full_unstemmed The effects of gender and personality of robot assistants on customers’ acceptance of their service
title_short The effects of gender and personality of robot assistants on customers’ acceptance of their service
title_sort effects of gender and personality of robot assistants on customers’ acceptance of their service
topic Empirical Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9039270/
http://dx.doi.org/10.1007/s11628-022-00492-x
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