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A Field Study on Polish Customers’ Attitude Towards a Service Robot in a Cafe

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Social Robotics (ICSR 2023)

Part of the book series: Lecture Notes in Computer Science ((LNAI,volume 14454))

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Abstract

More and more stores in Poland are adopting robots as customer assistants or promotional tools. However, customer attitudes to such novelty remain unexplored. This study focused on the role of social robots in self-service cafes. This domain has not been explored in Poland before, and there is not much research in other countries as well. We conducted a field study in two cafes with a teleoperated robot Nao, which sat next to the counter serving as an assistant to a human barista. We observed customer behavior, conducted semi-structured interviews and questionnaires with the customers. The results show that Polish customers are neutral and insecure about robots. However, they do not exhibit a total dislike of these technologies. We considered three stages of the interaction and identified features of each stage that need to be designed carefully to yield user satisfaction.

M. Kiraga and Z. Samsel—Contributed equally.

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Author information

Authors and Affiliations

  1. AGH University of Science and Technology, Kraków, Poland

    Maria Kiraga

  2. Learning Planet Institute, Université Paris Cité, Paris, France

    Zofia Samsel

  3. Cognitive Science Department, Jagiellonian University, Kraków, Poland

    Bipin Indurkhya

Authors
  1. Maria Kiraga
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  2. Zofia Samsel
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  3. Bipin Indurkhya
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Corresponding author

Correspondence to Zofia Samsel .

Editor information

Editors and Affiliations

  1. Qatar University, Doha, Qatar

    Abdulaziz Al Ali

  2. Qatar University, Doha, Qatar

    John-John Cabibihan

  3. Qatar University, Doha, Qatar

    Nader Meskin

  4. University of Naples Federico II, Napoli, Italy

    Silvia Rossi

  5. Qingdao University, Qingdao, China

    Wanyue Jiang

  6. The University of Alabama, Tuscaloosa, AL, USA

    Hongsheng He

  7. National University of Singapore, Queenstown, Singapore

    Shuzhi Sam Ge

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Kiraga, M., Samsel, Z., Indurkhya, B. (2024). A Field Study on Polish Customers’ Attitude Towards a Service Robot in a Cafe. In: Ali, A.A., et al. Social Robotics. ICSR 2023. Lecture Notes in Computer Science(), vol 14454. Springer, Singapore. https://doi.org/10.1007/978-981-99-8718-4_26

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  • DOI: https://doi.org/10.1007/978-981-99-8718-4_26

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