Humanoid Service Robots: Customer Expectations and Customer Responses

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