Trust in humanoid robots
| Autor: | Mark Pluymaekers, Michelle M.E. van Pinxteren, Martin Wetzels, Jessica Rüger, Ruud W.H. Wetzels |
|---|---|
| Přispěvatelé: | Marketing & Supply Chain Management, RS: GSBE Theme Data-Driven Decision-Making, RS: GSBE Theme Learning and Work |
| Jazyk: | angličtina |
| Rok vydání: | 2019 |
| Předmět: |
TECHNOLOGY ACCEPTANCE MODEL
PERCEPTIONS ADOPTION media_common.quotation_subject FLOW THEORY Anthropomorphism Turn-taking Trust INTERACTIVITY Human–robot interaction ANTHROPOMORPHISM INCREASES TRUST Perception 0502 economics and business Public service Humanoid service robots COMPUTERS media_common Marketing Service robot 05 social sciences Flexibility (personality) Service provider Gaze SELF 050211 marketing Technology acceptance model Psychology Human-robot interaction 050203 business & management Humanoid robot BEHAVIOR Cognitive psychology |
| Zdroj: | Journal of Services Marketing, 33(4), 507-518. Emerald Group Publishing Ltd. |
| ISSN: | 0887-6045 |
| DOI: | 10.1108/jsm-01-2018-0045 |
| Popis: | Purpose Service robots can offer benefits to consumers (e.g. convenience, flexibility, availability, efficiency) and service providers (e.g. cost savings), but a lack of trust hinders consumer adoption. To enhance trust, firms add human-like features to robots; yet, anthropomorphism theory is ambiguous about their appropriate implementation. This study therefore aims to investigate what is more effective for fostering trust: appearance features that are more human-like or social functioning features that are more human-like. Design/methodology/approach In an experimental field study, a humanoid service robot displayed gaze cues in the form of changing eye colour in one condition and static eye colour in the other. Thus, the robot was more human-like in its social functioning in one condition (displaying gaze cues, but not in the way that humans do) and more human-like in its appearance in the other (static eye colour, but no gaze cues). Self-reported data from 114 participants revealing their perceptions of trust, anthropomorphism, interaction comfort, enjoyment and intention to use were analysed using partial least squares path modelling. Findings Interaction comfort moderates the effect of gaze cues on anthropomorphism, insofar as gaze cues increase anthropomorphism when comfort is low and decrease it when comfort is high. Anthropomorphism drives trust, intention to use and enjoyment. Research limitations/implications To extend human–robot interaction literature, the findings provide novel theoretical understanding of anthropomorphism directed towards humanoid robots. Practical implications By investigating which features influence trust, this study gives managers insights into reasons for selecting or optimizing humanoid robots for service interactions. Originality/value This study examines the difference between appearance and social functioning features as drivers of anthropomorphism and trust, which can benefit research on self-service technology adoption. |
| Databáze: | OpenAIRE |
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