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Author Lee, Min Kyung ♦ Forlizzi, Jodi ♦ Kiesler, Sara ♦ Rybski, Paul ♦ Antanitis, John ♦ Savetsila, Sarun
Source CiteSeerX
Content type Text
File Format PDF
Language English
Subject Domain (in DDC) Computer science, information & general works ♦ Data processing & computer science
Subject Keyword 6-23 Order ♦ 4-16 Interaction ♦ Robotic Service ♦ Standardized Service Delivery ♦ User Experience ♦ Service Usage ♦ User Satisfaction ♦ Overall Service Satisfaction ♦ Longitudinal Field Experiment ♦ Social Robotic Snack Service ♦ 4-month Field Experiment ♦ Personalized Humanrobot Interaction ♦ Service Encounter ♦ Personalized Service
Description Personalized service during service encounters is believed to enhance users ’ satisfaction, but it also creates less standardized service delivery. To explore the effects of personalized humanrobot interaction (HRI) on users ’ experiences with a robotic service, we designed a social robotic snack service, personalized for half of the participants based on their service usage and interactions with the robot. We evaluated this strategy through a 4-month field experiment where the service ran for participants over two months (6-23 orders; 4-16 interactions with the robot). Although overall service satisfaction was equally high in both conditions, personalized service improved rapport, cooperation, and engagement with the robot during service encounters.
Educational Role Student ♦ Teacher
Age Range above 22 year
Educational Use Research
Education Level UG and PG ♦ Career/Technical Study
Learning Resource Type Article
Publisher Date 2012-01-01
Publisher Institution Proc. of HRI’12