Robots Saying "Hello, How Are You?": Humanoid Interaction in Customer Service

Yıl 2026, Cilt: 21 Sayı: Special Issue on 24th International Business Congress, 286 - 315, 27.03.2026

Oya Eru , Ece Eru Emre Eru

https://doi.org/10.19168/jyasar.1756312

https://izlik.org/JA42EH99AG

Öz

This study investigates consumer perceptions and expectations regarding service robots. It aims to address participants' technology adoption status, their thoughts about service robots, anthropomorphism, robot design, their attitudes towards service failures, word-of-mouth marketing, and satisfaction in service robot interaction. Conducted with a qualitative approach, interviewing 45 participants, the study reveals that participants have a positive relationship with technology and believe in the potential benefits of service robots. However, they also express concerns about unemployment and safety. Participants exhibit diverse preferences for humanoid versus machine-like appearances in robot design. In cases of service failures, their expectations for compensation include apologies and corrections. Customer satisfaction is deemed critical, and word-of-mouth marketing is effective for dissemination. Based on these findings, recommendations are provided for businesses and academics concerning factors to consider in the development and integration of service robots into service sectors.

Anahtar Kelimeler

robot , antropomorphisim , design , humanoid , word of mouth marketing , satisfaction , service failure

Kaynakça

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