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Study on the Impact of Service Robot Autonomy on Customer Satisfaction

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HCI in Business, Government and Organizations (HCII 2023)

Part of the book series: Lecture Notes in Computer Science ((LNCS,volume 14039))

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Abstract

The rapid development of artificial intelligence technology has accelerated the promotion and application of service robot in the market. Although technology has provided service robot with increasingly autonomous functions, more research is needed on how service robot with different levels of autonomy affects customer satisfaction in service scenarios. Guided by the theory of affordance, this study examined whether service robot operational and decisional autonomy would have effects on customer satisfaction and explored explanatory mechanism. Adopting an experimental vignette method (EVM), the study reveals that direct effect of service robot operational autonomy and indirect effect of decisional autonomy on customer satisfaction, and functional affordance played a positive mediating role in the impact of service robot autonomy on customer satisfaction. The results extend and enrich the relevant literature on human-machine interaction and customer satisfaction research. Our results also provide marketing insights for enterprises to improve autonomous robot design and enhance customer relationships.

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Authors and Affiliations

  1. Harbin Institute of Technology, Harbin, 150001, China

    Keli Li & Guoxin Li

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  1. Keli Li
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  2. Guoxin Li
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Correspondence to Guoxin Li .

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Editors and Affiliations

  1. City University of Hong Kong, Kowloon, Hong Kong

    Fiona Nah

  2. City University of Hong Kong, Kowloon, Hong Kong

    Keng Siau

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Li, K., Li, G. (2023). Study on the Impact of Service Robot Autonomy on Customer Satisfaction. In: Nah, F., Siau, K. (eds) HCI in Business, Government and Organizations. HCII 2023. Lecture Notes in Computer Science, vol 14039. Springer, Cham. https://doi.org/10.1007/978-3-031-36049-7_3

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  • DOI: https://doi.org/10.1007/978-3-031-36049-7_3

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-031-36048-0

  • Online ISBN: 978-3-031-36049-7

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