Claim success, but blame the bot? User reactions to service failure and recovery in interactions with humanoid service robots

Simple item page
dc.contributor.authorMozafari, Nika
dc.contributor.authorSchwede, Melanie
dc.contributor.authorHammerschmidt, Maik
dc.contributor.authorWeiger, Welf H.
dc.date.accessioned2021-12-24T17:57:56Z
dc.date.available2021-12-24T17:57:56Z
dc.date.issued2022-01-04
dc.description.abstractService robots are changing the nature of service delivery in the digital economy. However, frequently occurring service failures represent a great challenge to achieve service robot acceptance. To understand how different service outcomes in interactions with service robots affect usage intentions, this research investigates (1) how users attribute failures committed by humanoid service robots and (2) whether responsibility attribution varies depending on service robot design. In a 3 (success vs. failure vs. failure with recovery) ✕ 2 (warm vs. competent service robot design) between-subject online experiment, this research finds evidence for the self-serving bias in a service robot context, that is, attributing successes to oneself, but blaming others for failures. This effect emerges independently from service robot design. Furthermore, recovery through human intervention can mitigate consequences of failure only for robots with warm design. The authors discuss consequences for applications of humanoid service robots and implications for further research.
dc.format.extent10 pages
dc.identifier.doi10.24251/HICSS.2022.525
dc.identifier.isbn978-0-9981331-5-7
dc.identifier.urihttp://hdl.handle.net/10125/79862
dc.language.isoeng
dc.relation.ispartofProceedings of the 55th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectArtificial Intelligence-based Assistants
dc.subjecthuman-robot interaction
dc.subjectresponsibility attribution
dc.subjectservice failure recovery
dc.subjectsocial perception
dc.subjectusage intention
dc.titleClaim success, but blame the bot? User reactions to service failure and recovery in interactions with humanoid service robots
dc.type.dcmitext

Files

Original bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
0423.pdf
Size:
330.05 KB
Format:
Adobe Portable Document Format
Download

Collections

Artificial Intelligence-based Assistants