Service robots

: a study of firm implementation and consumer acceptance

Abstract

Artificial intelligence (AI), automation, and machine learning have led to remarkable progressin the field of service robotics and represent an innovative opportunity for industries around theworld. Autonomy and anthropomorphism are becoming significant factors in the design of service robots, enabling Human-Robot Interaction (HRI) in socially dynamic environments. Companies are increasingly adopting service robots and integrating them into their customer services. However, many customers remain uncertain about the adoption of service robots. This study investigates the opportunities and challenges associated with the integration of service robots into the customer experience from two perspectives: the firm and the customer. In the light of the current COVID-19 pandemic, this thesis also examines the potential impact of this crisis. We use expert interviews to develop an understanding of the development and implementation of service robots from a firm’s perspective and analyze acceptance and customer innovation adoption applying the Technology-Acceptance Model (TAM) from Davis et al.(1989) through a questionnaire. The results of the interviews revealed that successful adoption and implementation of service robots is highly dependent on the digital readiness of the firmand the level of consumer acceptance. The results of the survey indicated that consumer acceptance, in turn, is influenced by the anxiety level, attitude, and perceived ease of use and usefulness toward service robots. This study also gained relevant insights into the impact of theCOVID-19 pandemic.

Date of Award	16 Oct 2020
Original language	English
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Peter V. Rajsingh (Supervisor)