Customer-robot interactions: Understanding customer experience with service robots

Technology developments relating to automation, artificial intelligence, and robots have transformed the landscape of service industries, including hospitality and tourism. Through a qualitative content analysis of online review data, this study seeks a comprehensive and grounded understanding of customer experience with service robots in hospitality and tourism settings. The analysis identified four categories of customer experience: (1) sensory experience (verbal language, physical appearance, kinesics, and paralanguage), (2) cognitive experience (utility, cuteness, autonomy, coolness, interactivity, and courtesy), (3) affective experience (enjoyment, novelty, negative emotion, and satisfaction), and (4) conative experience (approach/resistance). Results led to the development of a framework representing customer experience with service robots and to insights into customer-robot interactions. Most customers described positive experiences, and while service robots performed well in delivering functional and emotional value, social interaction skills need improvement.     

Human staff vs. service robot vs. fellow customer: Does it matter who helps your customer following a service failure incident?

The key to excellent service delivery is to ensure harmonious interactions between service actors. Therefore, in the event of service failure incidents, an understanding of the roles and interactions of these service actors is critical to achieving positive service outcomes. This research addresses the question: How do interactions between customers and these service actors (human staff/automated technological interface/fellow customer) influence their service experience following a service failure? We draw on role theory and answer this question via three experimental studies. Findings show that customers evaluate their service experience less favourably when receiving service recovery from fellow customers rather than firms (human staff and service robots). Furthermore, a firm’s instrumental recovery, rather than informational recovery, leads to a more favourable service evaluation, although this effect is absent when service recovery was given by fellow customers. Findings provide insights into the role of each actor in determining customer service evaluation.     

A conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world: The role of service robots

This study aims to develop a conceptual framework of the service delivery system design for hospitality firms in the (post-)viral world. Several theoretical approaches such as resource-based view, value chain analysis, stakeholder theory, PESTEL analysis, positioning strategy, and service delivery system design were adopted. The paper identified three service delivery system designs (robotic, human-based, and mixed) and analyses their requirements, advantages, disadvantages, and potential target markets. According to the suggested model, hospitality firms need first to explore the expectations of tourists. Then comes the analysis phase (based on a holistic perspective, and consisting of RBV, Value chain, Stakeholder, and PESTEL analyses), which helps hospitality firms to identify how they should differentiate and position themselves in the market. Following, companies decide on what kind of service delivery system they should offer to their target customers, and position themselves in the market according to the chosen system.     

多任务调度实现四足机器人运动控制

基于μC/OS-Ⅱ实时操作系统的多任务调度原理,对四足机器人规划层的任务进行了划分及详细阐述,并进行了优先级的设计,最终实现了四足机器人的运动控制。     

青少年机器人教育的误区

青少年机器人活动,是深受青少年喜欢的科学探究活动。青少年机器人活动在我国刚刚起步,从活动器材到比赛项目,以及青少年机器人科技辅导员教师队伍的建设方面都存在着一些误区与不足。本文研究、分析了我国青少年机器人教育活动的基本情况,指出了其发展过程中的误区与不足,提出了相关对策。     

智能机器人技术的发展

随着计算机技术的高速发展,人工智能(AI)技术快速兴起,已成为中国重大技术之一。论文简略说明智能机器人的发展情况,以及智能机器人的构成部分,阐述基于机器学习方法的智能机器人的使用原理,最后对智能机器人的应用方向和未来发展等几个部分展开分析。     

The future of service: The power of emotion in human-robot interaction

Astoundingly, recent technological advancements have enabled robots to display emotions. Yet, while emotional expression is valued in the field of service, understanding emotions in human-robot interaction remains underexplored. Since emotions are contagious/transmittable, this study utilised Instagram data to uncover how emotional robots influence potential consumers’ affective feelings. By employing machine learning algorithms and sentiment analysis, the findings suggest that the expressions of surprise and happiness are key to creating positive impacts on potential consumers. The cross-disciplinary nature of this study lays the groundwork for next-level social, design, and creative experiences in artificial intelligence research regarding consumer service and experience contexts.     

2R-1P3R双臂雕刻机器人操作手雅可比矩阵的建立

在异形曲面加工中采用２Ｒ－１Ｐ３Ｒ型双臂机器人结构，建立了该机器人各机械臂的雅可比矩阵，从而实现由各关节运动和力到操作手末端运动和力的传递。     

射频识别技术在喷涂自动化生产线上的应用

介绍了射频识别技术在汽车外饰保险杠喷涂线的应用情况,阐述了使用射频识别技术后的生产计划数据的自动识别,并对其应用效果做出评估。     

仿蚂蚁六足机器人结构设计

通过对蚂蚁身体结构的模拟,提出了一种六足机器人结构,建立了六足机器人单腿运动学模型,研制了六足机器人实物样机,进行了机器人样机的运动控制试验,证明了该机器人结构设计的合理性。该机器人可以广泛用于探险、搜救和地质勘探。