research-article

Can a Humanoid Robot Engage in Heartwarming Interaction Service at a Hotel?

Authors:

Junya Nakanishi,

Itaru Kuramoto,

Yuichiro Yoshikawa,

Hiroshi IshiguroAuthors Info & Claims

HAI '18: Proceedings of the 6th International Conference on Human-Agent Interaction

Pages 45 - 53

https://doi.org/10.1145/3284432.3284448

Published: 04 December 2018 Publication History

Abstract

While more and more robots have been employed in the service industry, the impact of the human--robot social interaction on a heartwarming interaction service mostly remains an open question. For the purpose of exploring the possibility that a humanoid robot engages in a heartwarming interaction service, we developed herein the first prototype of the service system through a humanoid robot and conducted a field study, where a humanoid robot engages in the service for a customer at a hotel to collect a customer's impression of the service by questionnaire. The results demonstrate a humanoid robot's potential of engaging in a heartwarming interaction service that enhances customer satisfaction of the whole service. An exploratory analysis suggests the differences of the impact in sex and long-term interaction. Finally, we discuss the possibility of another application, namely, effective advertisement through a heartwarming interaction with a humanoid robot.

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Iwasaki MYamazaki AYamazaki KMiyazaki YKawamura TNakanishi H(2024)Perceptive Recommendation Robot: Enhancing Receptivity of Product Suggestions Based on Customers’ Nonverbal CuesBiomimetics10.3390/biomimetics90704049:7(404)Online publication date: 2-Jul-2024
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Published In

cover image ACM Conferences

HAI '18: Proceedings of the 6th International Conference on Human-Agent Interaction

December 2018

402 pages

ISBN:9781450359535

DOI:10.1145/3284432

General Chairs:
Michita Imai
Keio University, Japan
,
Tim Norman
University of Southampton, UK
,
Program Chairs:
Elizabeth Sklar
King's College London, UK
,
Takanori Komatsu
Meiji University, Japan

Copyright © 2018 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than the author(s) must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected].

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SIGCHI: ACM Special Interest Group on Computer-Human Interaction

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Published: 04 December 2018

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HAI '18

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HAI '18: 6th International Conference on Human-Agent Interaction

December 15 - 18, 2018

Southampton, United Kingdom

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HAI '18 Paper Acceptance Rate 40 of 92 submissions, 43%;

Overall Acceptance Rate 121 of 404 submissions, 30%

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Cited By

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https://doi.org/10.3390/biomimetics9070404
Wang YSeaborn K(2024)Kawaii Computing: Scoping Out the Japanese Notion of Cute in User Experiences with Interactive SystemsExtended Abstracts of the CHI Conference on Human Factors in Computing Systems10.1145/3613905.3651001(1-9)Online publication date: 11-May-2024
https://dl.acm.org/doi/10.1145/3613905.3651001
Rana NBegum NFaisal MMishra A(2024)Customer experiences with service robots in hotels: a review and research agendaJournal of Hospitality Marketing & Management10.1080/19368623.2024.240364034:2(145-174)Online publication date: 17-Sep-2024
https://doi.org/10.1080/19368623.2024.2403640
Bakirtas HBaser S(2024)Effects of robots’ appearance on guest service experiencesJournal of Hospitality Marketing & Management10.1080/19368623.2024.233779833:6(831-866)Online publication date: 10-Apr-2024
https://doi.org/10.1080/19368623.2024.2337798
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BAŞER SBAKIRTAŞ H(2023)Hizmet sektöründe insansı robot kullanımı üzerine bir literatür incelemesiA literature review on humanoid robot usage in service industryÖmer Halisdemir Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi10.25287/ohuiibf.117255316:1(207-223)Online publication date: 31-Jan-2023
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Lein MDonnermann MSteinhaeusser SLugrin BCastellano GRiek LCakmak MLeite I(2023)Using a Social Robot as a Hotel Assessment ToolCompanion of the 2023 ACM/IEEE International Conference on Human-Robot Interaction10.1145/3568294.3580054(117-121)Online publication date: 13-Mar-2023
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Chamoto YOkafuji YMatsumura KBaba JNakanishi J(2023)Investigating the Influence of Task-dependent and Task-independent Robot Behavior on the Impression of Robots and the User Experience2023 32nd IEEE International Conference on Robot and Human Interactive Communication (RO-MAN)10.1109/RO-MAN57019.2023.10309453(640-646)Online publication date: 28-Aug-2023
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