Publication

Does the personality of consumers influence the assessment of the experience of interaction with social robots?

Journal Article (2022)

Journal

International Journal of Social Robotics

Doc link

https://doi.org/10.1007/s12369-022-00935-5

File

Download the digital copy of the doc pdf document

Abstract

In recent years, in response to the effects of Covid-19, there has been an increase in the use of social robots in service organisations, as well as in the number of interactions between consumers and robots. However, it is not clear how consumers are valuing these experiences or what the main drivers that shape them are. Furthermore, it is an open research question whether these experiences undergone by consumers can be affected by their own personality. This study attempts to shed some light on these questions and, to do so, an experiment is proposed in which a sample of 378 participants evaluate a simulated front-office service experience delivered by a social robot. The authors investigate the underlying process that explains the experience and find that cognitive-functional factors, emphasising efficiency, have practically the same relevance as emotional factors, emphasising stimulation. In addition, this research identifies the personality traits of the participants and explores their moderating role in the evaluation of the experience. The results reveal that each personality trait, estimated between high and low poles, generates different responses in the evaluation of the experience.

Categories

artificial intelligence, cybernetics, social aspects of automation.

Scientific reference

S. Forgas, R. Huertas, A. Andriella and G. Alenyà. Does the personality of consumers influence the assessment of the experience of interaction with social robots?. International Journal of Social Robotics, 2022.