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ItemTrusting Intentions Towards Robots in Healthcare: A Theoretical Framework( 2021-01-05)Within the next decade, robots (intelligent agents that are able to perform tasks normally requiring human intelligence) may become more popular when delivering healthcare services to patients. The use of robots in this way may be daunting for some members of the public, who may not understand this technology and deem it untrustworthy. Others may be excited to use and trust robots to support their healthcare needs. It is argued that (1) context plays an integral role in Information Systems (IS) research and (2) technology demonstrating anthropomorphic or system-like features impact the extent to which an individual trusts the technology. Yet, there is little research which integrates these two concepts within one study in healthcare. To address this gap, we develop a theoretical framework that considers trusting intentions towards robots based on the interaction of humans and robots within the contextual landscape of delivering healthcare services. This article presents a theory-based approach to developing effective trustworthy intelligent agents at the intersection of IS and Healthcare.
ItemHow Do Customers Respond to Robotic Service? A Scenario-Based Study from the Perspective of Uncertainty Reduction Theory( 2021-01-05)Confronted with an increasing popularization and advancement of applying artificial intelligence in robotic technology, practitioners in the service sector have been increasingly deploying service robots in their operations. Motivated by a paucity of knowledge on how consumers would respond to the robotic service, this study establishes on the uncertainty reduction theory to advance a research model that seeks to unveil how both customer trait and service characteristic affect customers' revisit intention to robotic service via perceived risk. Based on a scenario-based experiment with 190 responses in the hotel reception service context, our results reveal that perceived risk partially mediates the relationship between personal innovativeness and service revisit intention, so does between service heterogeneity and revisit intention. Furthermore, the service context, i.e., whether the prior service experience satisfies the customer, can moderate the relationship between personal innovativeness (service heterogeneity) and perceived risk. This study also draws related theoretical and practical implications.
ItemDesigning and Validating a Blockchain-based Architecture to Enforce Privacy in Human Robot Interaction( 2021-01-05)Social Robots (SR) can record large streams of raw data in the form of images, audio, RFID, among other sensory sources, which could be instrumental for enforcing Human-robot interactions (HRI). However, the emotional bonds between humans and SR can raise the problem of an SR accessing/inferring deeply private information, e.g., emotional states. Therefore, from the point of view of privacy, SR may be a liability. Clarifying ownership of data collected by robots has been highlighted a concern in the EU General Data Protection Regulation, which requires 'privacy-by-design'. With this problem in mind, we present BlockRobot - a Blockchain(BC)-based Architecture to enforce privacy in HRI. This architecture provides users with an identity management system for private data generated during HRI. The architecture explores the benefits of the RFID detection mechanism and Blockchain immutability property integrated with robotic events. Blockchain grants confidentiality, integrity, and non-repudiation of data transparently and fairly to every user. As proof of concept, we demonstrate the initial implementation of a Decentralized Application (dApp) based on EOS Blockchain integrated with robotic events that contain private data. This paper details the experiments conducted with a SR in a non-lab environment.
ItemA Matter of Trust? Examination of Chatbot Usage in Insurance Business( 2021-01-05)Critical success factors such as trust and privacy concerns have been recognized as grand challenges for research of intelligent interactive technologies. Not only their ethical, legal, and social implications, but also their role in the intention to use these technologies within high risk and uncertainty contexts must be investigated. Nonetheless, there is a lack of empirical evidence about the factors influencing user’s intention to use insurance chatbots (ICB). To close this gap, we analyze (i) the effect of trust and privacy concerns on the intention to use ICB and (ii) the importance of these factors in comparison with the widely studied technology acceptance variables of perceived usefulness and perceived ease of use. Based on the results of our online survey with 215 respondents and partial least squares structural equation modelling (PLS-SEM), our findings indicate that although trust is important, other factors, such as the perceived usefulness, are most critical for ICB usage.