Forgas-Coll Santiago, Huertas-Garcia Ruben, Andriella Antonio, Alenyà Guillem
Business Department, University of Barcelona, Avda. Diagonal, 690, 08034 Barcelona, Spain.
Institut de Robòtica i Informàtica Industrial CSIC-UPC, C/ Llorens i Artigas 4-6, 08028 Barcelona, Spain.
Int J Soc Robot. 2022 Oct 9:1-21. doi: 10.1007/s12369-022-00935-5.
In recent years, in response to the effects of Covid-19, there has been an increase in the use of social robots in service organisations, as well as in the number of interactions between consumers and robots. However, it is not clear how consumers are valuing these experiences or what the main drivers that shape them are. Furthermore, it is an open research question whether these experiences undergone by consumers can be affected by their own personality. This study attempts to shed some light on these questions and, to do so, an experiment is proposed in which a sample of 378 participants evaluate a simulated front-office service experience delivered by a social robot. The authors investigate the underlying process that explains the experience and find that cognitive-functional factors, emphasising efficiency, have practically the same relevance as emotional factors, emphasising stimulation. In addition, this research identifies the personality traits of the participants and explores their moderating role in the evaluation of the experience. The results reveal that each personality trait, estimated between high and low poles, generates different responses in the evaluation of the experience.
近年来，为应对新冠疫情的影响，服务机构中社交机器人的使用有所增加，消费者与机器人之间的互动次数也有所增加。然而，目前尚不清楚消费者如何评价这些体验，以及形成这些体验的主要驱动因素是什么。此外，消费者所经历的这些体验是否会受到其自身个性的影响，这仍是一个开放性的研究问题。本研究试图阐明这些问题，为此提出了一项实验，让378名参与者对社交机器人提供的模拟前台服务体验进行评估。作者调查了解释该体验的潜在过程，发现强调效率的认知功能因素与强调刺激的情感因素具有几乎相同的相关性。此外，本研究确定了参与者的个性特征，并探讨了它们在体验评估中的调节作用。结果表明，在高低两极之间估计的每个人格特质在体验评估中会产生不同的反应。
