Robot relationships within communal/exchange service contexts: working paper

Date

2017-12-04

Advisors

Journal Title

Journal ISSN

ISSN

DOI

Volume Title

Publisher

Australia-New Zealand Marketing Academy Conference

Type

Conference

Peer reviewed

Yes

Abstract

Emergent technologies are rapidly transforming the nature of services and service experiences. One particular area predicted to have a significant impact on these is the integration of robots into service systems. However, extant literature on service provider-user encounters and their consequential relationships implicitly assumes that the key social agents involved are primarily human. This proposed research will address this gap by investigating the extent to which robot anthropomorphization/animacy influences user perceptions of competence/professionalism and/or social cognition. It considers the impact of these on provider-user relational trust within contrasting service contexts. Specifically, using an innovative methodological approach, it will examine the extent to which ‘communal’ and ‘exchange’ contexts are influential on relational development intention and the type of relationship sought by service users.

Description

Keywords

robots, service systems, anthropomorphism

Citation

Garry, T. and Harwood, T. (2017) Robot relationships within communal/exchange service contexts, ANZMAC, University of Melbourne, 4-6 December

Rights

Research Institute

Institute of Creative Technologies (IOCT)